Assignment:
Based on the CRM work you have done throughout course, you are now called on to act as a consultant to apply your knowledge to other industries that have an existing CRM program that would be beneficial to employees and organizations to reduce human error and improve employee efficiency.
Select one agency that employs a CRM program.
Research how this agency employed a CRM program in a similar or different way than was identified in the aviation article
Create a 1,400- to 1,750-word paper in which you provide evidence of how this CRM program was implemented. Include the following in your response:
Distinguish between various team concepts as they relate to performance during and after this training program.
Explain the difference between leaders and managers, as well as the influence and power they may have on the success of this program.
Evaluate at least two theories of leadership and the role that leaders utilizing these theories play in facilitating this program.
Analyze the general effects on the organization that may result from this program, referencing the concepts of organizational development and various organizational theories.
APA guidelines and peer reviewed articles
Job Analysis of a Commercial Airline Pilot
Justification of Using Customer Relation Management System as a Job Analysis Method
The article presents the Customer relationship management system as a method that comprises of technologies, strategies, and practices employed by the company to analyze interactions of both data and the employees in the lifecycle of the customer. The customer relationship management system serves as being crucial as compared to other job analysis methods such as interviews; observation; questionnaires; and the aspect of gathering background information. As well, this method tends to combine all the above job analysis methods. The aspect of combining the above-stated methods influences the customer relationship management system to have a significant role in improving the different business relations with the customers which is important for the growth and development of the business. Interviews and questionnaires have almost the same status because of the aspect of them using questions in gathering information.
Observation entails the process of looking at the varied factors that influence the development of the professional environment. The process of gathering information only focuses on data relating to the company. The above methods are not fit to focus on the overall development of an organization (Lam, Shankar, Erramilli, & Murthy, 2004). They only focus on the wellbeing of the employees and their contribution to the successful operations of the company. They are combined with the customer relationship management system because of its overall structure in deriving the needed data from any professional environment. In relation to the other methods of job analysis, the customer relationship management systems compile information on customers from all channels and try to come up with possible approaches through which to improve the services and products provided by the company in any environment of operations such as that of the aviation sector.
Psychological Tests and Methods in Employing Commercial Pilots
The key method used to undertake psychological tests and techniques in assessing commercial pilots includes the Minnesota Multiphasic Personality Inventory (MMPI). The method is used to assess issues of the pilot such as psychopathology and personality traits. It is important for the pilots to have a stable mental status when they are flying the planes in the air. The tests ensure that the management of the aircraft and airports has a stable mental health status. It may also assist the management to know how to assist the pilots to fight any mental disorders such as schizophrenia, depression, anxiety, and stress that may motivate them to cause accidents (Sellbom, Ben-Porath, & Bagby, 2008). The MMPI is administered in two different forms which include the MMPI-2 and the MMPI-2-RF that comprises of 56 true/false questions and 338 complete questions respectively.
The two methods are being used in the market to test pilots because they have large familiarity and base with psychologists. They ensure that they act as protected instruments of psychologists in relation to the wellbeing of the pilots. They are used by psychologists with high training status and are administered to the pilots through the computer. The pilots may take the tests from time to time without any direct professional involvement when it comes to its administration. The management and employees of any aerospace company may use interviews and questionnaires to undertake the tests to enable them to whether the pilots are fit to undertake commercial flights or not at any given situation. The different results provided by the tests ensure that the management to know the mental status of the pilots. This is conducted through the development of a report on a consistent basis to identify any mental problems that may be affecting the pilots during the hiring process.
Legal and Ethical Concerns during the Hiring Process
When it comes to hiring the pilots, it is important for them to know the importance of security, comfort, and the passengers' well-being. It is their responsibility to protect the trust given to them by the passengers to protect their lives while flying them from one destination to another. The pilot should have proper training and experience in undertaking flights in distinct parts of the world from a national and international perspective. When it comes to the pilot, he cannot permit personal desires and external pressures to impact his/her judgment. It is important for the pilot not to let anything jeopardize the security of the flight undertaken (Velnampy, 2008). The act of omission may be remembered as being hazardous when it appears to be a deliberate act of commission. The pilot may not neglect any detail that tends to influence the security of the flight. Anything conducted by a pilot should be in a careful manner.
Whenever a pilot is hired, he/she should be able to ensure that the operations of the flight take into account the wellbeing, comfort, and peace of mind of the passengers. This is through letting them instill trust in him/her and the airline he works for in the sector. The pilot needs to understand that he has the responsibility of protecting the passengers against all the negative factors that may affect their wellbeing. The pilot should know that in case of a disaster strikes, he/she will have to undertake an approach that is necessary to protect the passengers and the crew on the airplane. The pilot also knows that there are laws and regulations governing the aerospace industry and the operation of the aircrafts in general. He/she will have to operate the aircraft in an efficient manner and on schedule to avoid any damage and unnecessary maintenance. The pilot should abide by the rules and regulations and be loyal to his/her directors, supervisors, and officers.
Performance Appraisal Methods for Piloting
The first appraisal method includes the behaviorally anchored rating scale. It is an equitable technique in comparison to the rest. It combines different narrative methods such as like essay evaluation and may provide quantifiable data relating to the psychological and social wellbeing of the pilots. It is highly effective as it influences the owners of airlines to note the type of personalities they would like to work for them. The second method is the critical incident technique which involves coming up with statements relating to the performance of the pilots (Velnampy, 2008). It comprises of both negative and positive reactions in relation to the various situations faced by the pilots in the professional environments. The method ensures that the management is able to know the performance status of the employees in the workplace in any given situation. The rating scale is an appraisal technique that may be employed to award the most performing and hardworking people in the aerospace sector. It is a grading system that focuses on teamwork, communication skills, and other skills.