The impact of Zone Chief training and development program on flight attendant career planning-A case study of C airlines

• Main Authors: LIN PEI YING, 林沛穎
• Other Authors: LI PENG YU
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/81170821629266921444

碩士 === 輔仁大學 === 管理學院經營管理碩士學程 === 98 === An enterprise training and development program not only helps to achieve goals of long-term personnel training and enhance management and service quality, but also provides a long-term career development for individuals within the organization. In the airline industry, flight attendants’ career possesses an internal labor market characteristics; which means only flight attendants are considered in the promotion and selection of pursers, it makes the training and development program on career planning even more important. With C Airlines in Taiwan as an example, the study investigated the impact on cabin crew career planning from Zone Chief training and development program. First, from the organizational perspective, discussing the reason and purpose of Zone Chiefs； the selection criteria and method of Zone Chiefs； the effectiveness of the implementation of the Zone Chief system； and Zone Chiefs’ future work opportunities. Furthermore, from the flight attendant perspective, discussing the perception of the Zone Chief training and development program； career development opportunities in the future； flight attendant self-assessment and the goal of personal career development. In this case study, in-depth interviews with four managers and eight flight attendants were conducted. The study found that in the organization, Zone Chiefs are contributive to the cabin management capability； and pass down experience； In the selection of Zone Chiefs, priorities are given to senior flight attendants, complemented by performance appraisals for reference； thus training and development program is arranged according to flight attendant willingness and the choice； the improvement of service quality and cabin management efficiency shall be concluded； In terms of future work opportunities, it helps in Purser training, as well as in providing a multi development opportunities and guiding future work development direction. The study found that on the flight attendants side, the perception of Zone Chief training and development program: manage personnel is younger； the selection of Zone Chief is based on seniority and performance； and they play an important role in the cabin； However the program still has room for improvement; it offers Zone Chiefs more learning opportunities, but cabin crew’s willingness to join varies with life stage and life focus, personality, interests and abilities. This research suggests that C Airlines should build awareness of career development to add flight attendant work motivation incentives, train staffs from a "long-term investment" point of view and hold a more specific selection principle in selecting appropriate staff.