Objective of activity The prime objective of this activity is to help students understand the basic issues confronted by OD practitioners and how they should deal with them. Learning Outcomes After attempting this assignment students will be able to:
- Identify issues and problems relevant to OD
- Understand different types of consulting models
- Comprehend OD practitioner styles in relation to organizational issues.
OD Issues and OD practitioners
SkyLine is an international airline services providing company. Recently, the industry has seen new entrant, HomeAir, offering relatively lower airline fares with better services to make customers' travelling experience more comfortable. For instance the online information system at HomeAir offers extra features such as inquiring about customers' preferred seat, meal and even TV show to be watched during the flight. Similarly, these preferences are ‘remembered' by the intelligent system for repeat customers. Customer service is kept a top priority at HomeAir so much so that all airline staff goes out of the way to ensure customer satisfaction. HomeAir employees appear more "happy" and "motivated" to do their work as compared to employees at SkyLine. On the other hand, SkyLine also runs an online information system; however, this system is used for basic transactions, flight schedule, inquiry and bookings. Employee performance at SkyLine has been minimal due to the recent financial loss suffered by the company which has resulted in downsizing of employees and late payment of salaries. Amidst financial crisis, SkyLine is depending on the loyalty and dedication of its employees to keep the airline afloat and running. Management at SkyLine is centralized and concentrated at the top of the hierarchy which results in delays in certain day-to-day problems faced by the airline staff on the job. Top management realizes it must do something to save the company and hence it is suggested that an outside consultant should be brought to identify the company's strength and how to use it to an advantage.
Assignment Tasks
1. Based on the scenario above, identify which issues faced by SkyLine relate to Organizational development.
2. Which type of consulting model has been adopted by SkyLine management? Justify
3. Which OD practitioner style would you recommend to be best suited for SkyLine?