MANAGEMENT: DELTA1
Management: Delta
[Author Name(s), First M. Last, Omit Titles and Degrees]
[Institutional Affiliation(s)]
Introduction
Delta Airlines has a problem with substandard practices in handling baggage. Mainly, their issues deal with their lack ofconcertive control, behavior control, and bureaucratic control of the workers who are hired to handle the customers’ luggage. The company’s substandard practices include losing baggage, delaying it, and charging customers for this badly handled service. This does not only cost money to passengers, but also to the airline. According to Williams (2012), unreturned or delayed luggage can cost up to $100 per bag. Since Delta is considered the worst airline for baggage handling, it is clear that something needs to be done in order to prevent these malpractices to continue.
Possible Solutions:
- Normative control and accountability
Based on the losses in money, and the overall dissatisfaction of customers, it is arguable that Delta has nonormative control of its luggage department. It is highlyprobable that general norms of professional conduct are in place, like most multimillion dollar organizations have but, somehow, there is not enough accountability for what occurs to the people responsible for what is happening. Notice that the situation has turned worse with time. This means that either the situation has not been looked into, or else that there have been not enough consequences for this bad service.
Arguably, there is not enough accountability for the irresponsible actions of the baggage handlers in the company. If Delta tends tokeep a balanced scorecard holding their luggage handlers accountable for the fluctuations in gains and expenditures for the company,they would have already done something about these workers.Even though it seems that Delta is aware of this issue, not much has been done about it. For this reason, it may be necessary to analyze the current hiring policies of handlers at this point. Knowing the merits by which these employees get hired would help a company CEO to determine a reasonably fair consequence for the employees’ lack of responsible actions.
Challenges
A potential issue with this solution is that if these employees are independent contractors, hourly workers, or members of their own employee union, there may be limitations to their being punished or made accountable. Employee unions will bring up issues regarding their rights, and the limits of their job descriptions, among many more. Moreover, are these employees of Delta airlines, or are they employees of a private baggage handling company? If this is the case, there is little Delta can do, since the company may or may not have jurisdiction over the employees. If, on the other hand, Delta is fully responsible for its handlers, but has these employees disenfranchised, treats them differently, or does not provide them any benefits, chances are the employees will be less inclined to serve 100% optimally.
Survey solution
Delta can then do an anonymous, voluntary employee survey where they can get the information that they need in order to decide an implementation. A survey that is built with questions that directly address the situation may be able to answer key questions that may help resolve what is happening.
Once these questions are answered, employers will be able to devise a way to bring any rogue employee back into the philosophy, mission, vision and goal of the organization. If Delta neglects to do this, the situation will continue to happen.
2. Tracking Technology
Another way to try to alleviate Delta’s failing situation with luggage handling is by trying a cybernetic feasibility of contracting a tracking technology company that can provide ways to tag luggage. Through the use of a medium that permits tracking an object’s exactly location the airline, and the client,may be able to know where the luggage is.
Examples of this technology already exist in the form of stickers and other small gadgets that can track the location of things that are enabled by Bluetooth technology. Other companies already have this plan in place. Like the article states, if the Amazon corporation can track its packages, why can’t Delta track its customers’ baggage? A practice of this nature would be considered benchmarking, or the act of controlling a situation before it occurs.
Challenges
This solution of tracking technology may cost money to Delta because it will need legal advice to deal with issues such as customer privacyand confidentiality. Some people, even with the issue with luggage, may feel that their privacy is compromised by “machines” that track where their things are. Another issue may consist on the ability of the technologyto track every type of luggage: what medium will be used to track, and what exactly will it track? Finally, there is the issue of who gets the bid to provide the services. Moreover, can the company be trusted? Will the company work ethically, and will it preserve the confidentiality and privacy that customers deserve? Those are the potential problems that could arise from tracking technology.
How to tell if it is working
The numbers will tell whether this implemented plan is working. The benefit of tracking technology is that it will automatically show graphs and other visual information that will tremendously benefit the company in its ability to give customers their belongings. Moreover, traceable technology helps prevent issues before they happen. As the incidents lower, so will incident reports. Positive changes in company earnings will also be evident with less issues arising from lost luggage.
3. Objective control through analyzing work conditions
If Delta is responsible for the hiring of bag handlers, then there should be a goal for this department within the organization the way that there should be a common goal for every department. This not only builds the spirit de corps, but brings motivation to the workplace, enticing employees to feel excited about doing a better job.
It would be interesting to analyze the atmosphere of the bag handlers’ department. Understanding the morale of employees and how cohesive they feel, may give Delta an indication of whether changes need to be made. Moreover, it is important to know if the working conditions of these employees are causing them to perform so lowly. Lastly, the actions of these employees, especially the stealing of luggage, denote a tremendous lack of loyalty to the brand. Delta will need to see if this group within the company even feels as if it is a part of it. If there are issues in that aspect, Delta would have to re-build the department and bring it closer to the nucleus of the organization so that they, too, feel that they belong to something bigger which they should respect and work hard for.
Challenges
The challenge for this solution start by getting the bag handlers to accept that the department is working poorly and thus encouraging them to speak their minds about their working conditions. Another issue would be coming up with an action plan with specific, measurable, attainable, relevant, and time-based (SMART) goals.
How to tell if it is working
Once goals are set, and a reward is part of the goal, employees will be more likely to make better decisions that benefit everyone whom they impact with their work. This, will also include Delta customers. Setting goals is a priority for any business, and it helps to keep track of the key purpose for which the organization exists. If Delta was founded to serve customers and transport them all over the world, then their goals should be set for the entire traveling experience, including the handling of the luggage. Surveys, setting up goals based on surveys, and analyzing the data provided by earnings, and customer service, are the best monitoring techniques to maintain any company afloat.
References
Williams, C. (2012) ManagementBoston: Cengage