The purpose of this report is to outline the Capstone Project to be presented by our team to, Daniel Dobrjanski, founder of Eagle Air Taxi Inc. A review of the consulting mandate is provided to summarize the details of the Personnel Plan promised to our client. We will present an overview of the current status of the business along with industry factors relevant to the Air Taxi industry. Our recommendations are provided based on our research and an implementation plan to aid our client in putting these recommendations to use effectively. Additionally, we will provide an analysis of the benefits of hiring vs. outsourcing for dispatch function required for reservation bookings. Finally, we have included the documents which will be provided to our client during a face to face meeting. The documents created include Job Descriptions for the required start up positions, a Recruitment Guide and Training and Orientation Plan. Our presentation will accommodate the needs of our client to obtain a documented Personnel Start-up Plan.
We have designed a plan to shift Eagle Air Taxi from developmental stage to full operational status. We have agreed upon the deliverance of the following components essential to this movement:
1) Job Descriptions
Chief Pilot
Aviation Consultant
Dispatcher and Reservation Clerk
2) An analysis of viable options for the job of Dispatcher and Reservation Clerk (Internal, Outsourcing Business Process and Web Based Reservation Services)
3) Recruitment and Selection strategy for key positions
4) Employee Training and Orientation policy
3.0 Industry Analysis and Current Status
Eagle Air Taxi Inc. belongs to the Air Taxi segment of the Airline Industry. Air Taxi service has revolutionized travel for business travellers. Air Taxis have expanded the market by offering personalized air travel with competitive pricing in relation to charter flight services (Air Taxi Association, 2010). This has been made increasingly possible with the invention of the high performance twin engine piston aircraft and its exponential growth recently. In the Ontario and Quebec, the market of Air Taxi has yet to be penetrated. Presently, charter and commercial airlines are unable to offer reasonably priced, hassle free personal business travel options.
Eagle Air Taxi Inc. is a new air taxi company in its formative stages, incorporated in October 2009. Operations are targeted to commence in the spring of 2011. The founder, Daniel Dobrjanski, MEng- Aerospace, has extensive experience in the Aerospace Industry. The company is being organized to take advantage of a specific gap in the short haul domestic market. The on-demand air taxi will offer business air taxi services between major markets in the provinces of Ontario and Quebec. This service will target the top 10% of income earners, as opposed to the 1% that are typically attracted to charter services.
Key to obtaining licensing required for start-up, it is necessary for the position of Chief Pilot to be filled. To further aid in the implementation, the Aviation Consultant will secure the necessary licensing in order to commence flight operations. At this point, Eagle Air Taxi will be fully operational and will seek to fill the position of Dispatcher and Reservation Clerk to book flights.
To assist in this process, we have provided job descriptions for the necessary hires, a Recruitment guide to attain the desired talent and a Training and Orientation policy to introduce the new hires to the company. To fulfill these requirements we gathered information from an extensive pool of resources. These resources ensured that the legalities within the Airline Industry were incorporated into the job descriptions and considered within the Training and Orientation policy and Recruitment strategy.
4.0 Recommendations:
As per the request of Eagle Air Taxi below are two alternative options to fulfill the role of Dispatch and Reservation Clerk. We have provided a brief synopsis of the viable options that differ from traditional internal staffing.
Outsourcing Business Process:
Outsourcing Business Processes essentially means that Eagle Air Taxi would not fill the position of Dispatch and Reservation Clerk and instead hire an outside company to provide that service. There are both national and international companies that specify in the areas of travel and hospitality. The premise for this choice is to be cost efficient while adhering to customer service needs. The main advantages for Eagle Air Taxi are:
* Flexible Staffing and Best Practices
* A predictable monthly expense
* Improved customer satisfaction
* Cost efficient
* Easily fulfil the needs of other language requirements (English and French)
* Deliver differential services
* Consistency can aid in Brand building
* Convenience for customer satisfaction (can be made available 24/7)
Web Based Reservations:
A unique and different option to fulfil the position of Dispatcher and Reservation Clerk is web based software. Web based software is developed with the intent to allow customers to book flights online. Companies offer unique choices to tailor to the needs of the business. In conjunction with the ability for customers to reserve online there is also an e-commerce option that accepts payment. Eagle Air Taxi would be able to input, dates, origins, destinations and air crafts used and the software would organize the information into a complete flight management system. The advantages are:
* Easy access, as it is web based
* Allows for customization, help build Brand
* Creates a competitive and technological advantage
* Ideal for building a customer base, allows for tracking
* Allows for simplicity and follows the trend of online services for customer satisfaction
* Predictable monthly expense
* Allows for growth, as software can be modified
Considerations:
To provide a contrast point; there are some disadvantages to external hiring for this position:
* Outsourcing may not be the most cost efficient in light of first year operations
* Possible compromise of security and confidentiality of business practices
* Customer service could suffer if outsourcing company has numerous contracts with other companies
* Locus of control is widened
* Contractual issues between company and outsourcing services
* Loss of customer interaction
Recruitment Guide
It is our recommendation that Recruitment efforts begin three months prior to start-up date for operations. This will enable numerous applications to be submitted and reviewed, providing ample opportunity to interview and assess candidates. The checklist provided will ensure the consistent evaluation and assessment of candidate's capabilities and simplify the selection of appropriate candidates for positions required. This process ensures that all legal requirements are accounted for in the Recruitment Process for Eagle Air Taxi, Inc.
We recommend that training and orientation take place prior to a new employee commencing work. Training is essential to ensure the safety of our employees and customers and reduce work related injuries. The type of training required for each employee with depend on the nature of their job and should be specifically identified for each position to meet legislation. A successfully executed plan will help to reduce start up costs by helping the employee get up to speed quickly, thereby reducing the costs associated with learning the job. The anxiety that results from entering into an unknown situation can be reduced by providing guidelines for behaviour and conduct so the employee doesn't have to experience the stress of guessing. Orientation shows that the organization values the employee and helps provide tools necessary for succeeding in the job. Finally new employees can develop realistic job expectations, positive attitudes and job satisfaction by learning early on what is expected of them and what to expect from others in addition to learning the values and attitudes of the organization. Although orientation can be ongoing, there are two initial phases as follows;
Overview orientation deals with the basic information the employee will need to understand the broader system they work in and includes;
* The Company in general
* Important policies and general procedures that are non-job specific
* Information about the compensation and benefits
* Safely and accident prevention issues
* Employee rights and responsibilities
* Physical facilities
Phase 2 Job-Specific Orientation:
Job-Specific orientation is the process that is used to help the employee understand their specific job related responsibilities and includes;
* Function of the organization and how the employee fits in
* Job responsibilities, expectations and duties
* Job specific policies, procedures, rules and regulation
* Layout of the workplace
* Introduction to co-workers and other people in the broader organization
Implementation Plan
Eagleairtaxi_logo_website.jpgJob Description
Position Title: Chief Pilot
Work Location: Buttonville Airport
Date Prepared: March, 2010
This position is a key position which provides on demand air taxi service to business travellers between Ontario and Quebec airports. The Chief Pilot will be the face of Eagle Air Taxi and responsible for providing professional and friendly service with an emphasis on safety.
§ Conduct flights for business clients between Ontario and Quebec airport destination.
§ Load and unload passengers and luggage
§ Preparation of flight plans
§ Provide orientation and coaching to new pilots joining the company.
§ Test new aircraft to evaluate aircraft performance
§ Train new pilots to use equipment, or prepare them for examination to re-validate or upgrade existing licences.
§ keep up to date on changes in technology and regulations,
§ Basic administrative duties to keep track of records.
QUALIFICATIONS:
§ Aviation College Diploma
§ Commercial Pilot licence
§ 5 years small charter flying experience
§ Bilingual (English-French)
§ Multi-engine and instrument rating
§ While be required to obtain additional licenses fly different types of aircraft as necessary
§ Fully knowledgeable of CAR (Canadian Aviation Regulations)
§ Superior customer service skills
§ A strong sense of responsibility for the safety of the aircraft and passengers
§ Reliable, level headed and calm under pressure
§ Self-confidence and the ability to inspire confidence in others
§ Ability to plan, analysis and problem solve
§ High degree of initiative and adaptability
SUPERVISORY RESPONSIBILITIES:
None
Pilots, flight engineers and flying instructors work in pressurized airplane or helicopter cockpits as well as in offices. They usually work irregular hours and often experience jet lag and fatigue. Airline pilots can expect to be away overnight or for longer periods.
This position is required to travel 100% of the time.
Eagleairtaxi_logo_website.jpgJob Description
Position Title: Aviation Consultant
Work Location: Buttonville, Ontario
Date Prepared: March 2010
This is a contract position for two to three months which provides business aviation and small airline start-up experience. The work requires knowledge of the policies, procedures and regulations of aviation safety programs, managerial techniques, personnel policies and procedures. A member of the start up team, this individual will contribute to the implementation of the business plan, applying for permits and extensive knowledge of Canadian aviation regulations.
§ Contribution to and the implementation of the business plan
§ Application for permits and licensing
§ Extensive knowledge of Canadian Aviation Regulations
QUALIFICATIONS:
§ Have current knowledge of Canadian Aviation Regulations
§ Thorough knowledge of the implementation of policies, procedures
§ Thorough knowledge of airport operations
§ Thorough knowledge of aviation safety requirements and enforcement
§ Thorough knowledge of aviation inspection procedures and techniques
§ At least 10 years experience working as an aviation consultant
§ Ability to plan, analysis and problem solve
§ Adept at building relationships, both internal and external.
§ High degree of initiative.
§ Proven ability to work successfully in a team environment.
§ Strong communication both written and verbal, presentation and facilitation skills.
§ Superior organizational skills
§ Well developed coaching and leadership skills.
§ Creative, forward thinker.
§ Bilingual
The physical demands described are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to sit, talk and hear, use hands to handle, control or feel objects within an office environment
The employee is required to wear work attire appropriate to a professional environment in which meetings with internal and external customers occur regularly.
This employee is occasionally required to be in a construction environment where personal protective equipment is mandatory. In such conditions the employee will be exposed to loud noise, near moving mechanical parts, be exposed to fumes or airborne particles, outdoor weather, high precarious places.
This position is required to travel between 5%-20% of the time.
Position Title: Dispatch and Reservation Clerk
Work Location: Buttonville Airport
Date Prepared: March, 2010
The Reservation Clerk is responsible for the booking of flight reservations for Eagle Air Taxi. They will organize flight times, provide assistant to those seeking a flight reservation and will notify the appropriate internal channels with the confirmation of the flight reservation.
§ Answer in-bound calls
§ Provide prospective and actual Passengers with information and recommendations with regards to their travel plans; this is not limited to general inquiries related to aviation safety and basic knowledge of CAR.
§ Assist Passengers by providing information for flight
availability, schedules, and fares
§ Navigate computer software and input flight reservations
§ Place out-bound calls when necessary to both Passengers and Pilots for advisement of flight changes or confirmation of flight reservation
QUALIFICATIONS:
§ Bilingual (English-French)
§ High School Diploma or equivalent
§ Ability to learn customer service and reservation software application
§ Ability to multi-task, plan and organize
§ Strong verbal and written communication skills
§ Superior customer service skills
§ Professional demeanour and telephone etiquette
§ Must be self directed and able to work with little supervision
PHYSICAL & WORK CONDITIONS:
The incumbent will be expected to spend long hours sitting and using office equipment, primarily the computer. This employee may be occasionally required to be in a construction environment where personal protective equipment is mandatory. In such conditions the employee will be exposed to loud noise, near moving mechanical parts, be exposed to fumes or airborne particles, outdoor weather, high precarious places.
As part of this consulting mandate we have completed a review of your start-up staffing needs as you defined in our initial meeting. In the review we considered your budget, short and long term needs, and knowledge, skills and ability requirements for the positions. From this review, you would then begin the steps of the Recruitment Guide.
Phase 1: Establish the most efficient Recruitment Strategy Method to obtain a pool of candidates
The Director of Operations will determine the best way of attracting appropriately qualified candidates to meet the needs of the business.
Alternatives for acquiring a pool of applicants are:
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Professional/Industry Organisations:
* ATAC
* Aviation Week Magazine
* Flight International Magazine
Advertising:
* Jobs.aviation.ca
* www.aerojobs.ca
* jobsearch.monster.ca
* www.workopolis.com
* www.jobboom.com
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Phase 2: Receive and organize applications
The Director of Operations will arrange for receipt and organization of applications and will obtain information including the following:
* Original Applications
* Position Description
* Recruitment Process Check List
The Director of Operations will review the information and create a short list to identify the most competent candidates. They will then rank the applicants against the selection standards for inclusion. Candidates who are not shortlisted will be informed that they were unsuccessful.
Phase 4: Assess short listed candidates
The Director of Operations will carry out interviews and apply other applicable assessment procedures to acquire information relevant to the business needs of Eagle Air Taxi, position role & responsibilities and selection criteria. The assessment methods must be consistently applied to all contenders for a vacancy and will consist of but not be limited to:
* Interview
* Skills/aptitude test
* Simulations (i.e. pilots air flight testing, etc)
* Reference check (mandatory for the recommended applicant)
Following the examination of information, including the candidate's application/resume, the Director of Operations will examine all the information and establish a ranking of the contenders. The ranking will verify the candidates who meet the criterion and their level of merit.
The Director of Operations will contact the selected candidate and inform them of the offer subject to relevant conditions. The contact may address:
* Compensation package details
* Availability for commencement of employment
* Explain terms and conditions of employment including terms, probation etc.
This should commence as soon as approval of the recommendation is received.
The Director of Operations will coordinate for the formal written offer and contract of employment to be written up (in agreement with the selection report) and send out within 1 day of receipt of the approved Selection Report and recommendation.
The Manager will make certain that unsuccessful (shortlisted) candidates are informed of the selection decision, in a timely manner immediately following contact with the preferred applicant.
The Director of Operations will make certain that all appointment documentation is stored on the Vacancy File and the appointment is complete. This will include:
* Acquiring a signed contract of employment
* Updating of all information/records
* Ensuring orientation is planned and conducted
* Storage and preservation of all original recruitment and selection documents for 12 months in accordance with records management guiding principles.
Recruitment Checklist:
Item
It is the policy of Eagle Air Taxi to provide training and orientation new employees prior to commencing work. Training is essential to ensure the safety of our employees and customers and reduce work related injuries. It is our intention with this policy to offer new employees the best opportunity to be successful in within their roles and have a positive working experience by helping them increase their awareness of the company and the specific responsibilities of their new role. Our 12 step program listed below outlines the requirements of the program followed by the control lists to ensure proper implementation of the plan.
1. Welcoming the employee to the Company-orientation to the business;
* Overview of the development of Eagle Air Taxi
* Mission Statement
* Corporate Goals and Objectives
* Organizational Structure
* Future Development Plans
2. Company policies and procedures - for example;
* Customer Care Policy
* Dress Code
* Reporting Procedures
* Expense Claims
· For Pilots this would include an orientation of the aircraft
3. Explanation of benefit package
4. Tour of facility and work areas
5. Review of job responsibilities and performance expectation
6. Finalize employment documentation
7. Emergency Plans
8. First Aid and Injury procedures
9. Legislation pertaining to;
* Health and Safety
* Canadian Aviation Regulation
10. Safety procedures
11. Housekeeping and Equipment
12. Annual training requirements
