PIA HR Practices Evaluation

Submitted To
PROF. RAFFAT IQBAL Section A
GROUP MEMBERS
Nadia maqbool Hira Saeed Sara Altaf Sana Shabber Sumaira Tahir Uzma Ilyas l1s07mbam0147 l1s07mbam2150 l1f06mbam2201 l1f06mbam2198 l1f06mbam l1s07mbam0214
ALLAH THE DISPENCER OF GRACE
2 HUMAN RESOURCE DEVELOPMENT
DECLARATION
A project submitted to the department of Management Sciences, University of Central Punjab, and Lahore in Partial fulfillment of the requirement for the degree of Masters in Business Administration.
ABSTRACT
This report is concerned with the evaluation of HR practices in any company based in Pakistan .for the above described activity we have selected a well known air line named as PAKISTAN INTERNATIONAL AIR LINE (PIA).PIA holds its office at near wapda house from where we have collected information. As we have described above that our task was to evaluate the HRD practices of any companys HR department, and for this we focused on one part of PIAs HR department, that deals with Hiring, recruiting, interviewing, performance appraisal and maintaining employee relation. We have detailed studied the training function of the HRD department that how the department analyze the need for training than design a training format and in the end evaluate the employees which was given training PIA Human Resource Budget department estimate that how many employees to hire and how to hire. After estimation they decide either to recruit employees internally or externally. PIA offer Airline Training in all areas of the Airline Industry .PIA has one of the most advanced Airline training infrastructures approved by local and international regulatory authorities such as CAA(Civil Aviation Authority), ICAO(international Civil Aviation Organization) and IATA. PIA Training Centre (PTC) at Karachi is the only airline-training establishment in Pakistan where comprehensive instruction in all major fields of commercial aviation is given under one roof .PIA has been training its pilots, mechanics, technicians, traffic/sales staff and cabin crew since 1956, but it wasnt until
1960 that all training facilities were amalgamated at one centralized place and expanded to train personnel in all the disciplines of the airline. There are 74 highly qualified experienced professional instructors at PTC specializes in all fields of Airline operation and annually about 10,000 trainees are trained.
PREFACE
This is the age of globalization and technology and the world is changing with the fast pace. Now those persons are preferred who have extraordinary interpersonal skills and who have the ability to exploit the external resources efficiently. The managers are required to have very up to date information and best communication skills so that they can deal well with the fast changing requirement of the world.
With the changing world, the trend of management has also experienced a wild change. Now managers have to be more competent and extra ordinary smart to lead the game. This project has given us an opportunity to explore the professional world that has added a lot to our knowledge. This knowledge will give us a break to prove our ability and worth in the market.
DEDICATION
We dedicate our project to our beloved Parents and honorable Teachers whose help and guidance has always guided us.
ACKNOWLEDGEMENT
We testify that there is none worthy of worship but ALLAH, and HE is the ONE who made us that much capable to accomplish our task.
Our sincere thanks to Mr Zaigham Saeed (passenger Service Officer) and Idrees Rana (station Manager Lahore)
We would also like to give a special thanks to our parents for supporting us financially and morally.
Pakistan International Airline

Come fly with us
Back Ground of Company:

PIA started its regular service from May 10, 1954. PIA introduced direct service between West and East Pakistan. Karachi-New York service was inaugurated in 1960. In 1963 PIA became the first non-communist airline to fly to the Peoples Republic to China. PIA was rated as the leading and the most efficient airline for the year 1981 Hajj operation. PIA set up first ever planetarium of Pakistan at Karachi.
Introduction:
Pakistan International Airlines Corporation, more commonly known as Pakistan International Airlines or PIA is the flag carrier airline of Pakistan, based in Karachi. It is the 31st largest airline in Asia, operating scheduled services to 35 destinations throughout Asia, the Middle East, Europe and North America as well as a domestic network linking 23 destinations.
Main Bases:
Its main bases are Jinnah international Airport Karachi,
Allama Iqbal international Airport Lahore Benazir International Airport Islamabad/Rawalpindi.
Secondary Bases:
The airline's secondary bases include Peshawar International Airport, Faisalabad International Airport, Quetta International Airport Multan International Airport, from which it connects the metropolitan cities with the main bases, the Middle East and the Far East.
The airline is owned by the Government of Pakistan (87%) and other shareholders (13%). It employed 18,043 people in May 2008. Corporate Vision of PIA To be a world class airline exceeding customer expectations through dedicated employees Committed to excellence. Corporate Mission As a Symbol of National Pride, We Aspire to be a Choice Airline, Operating Profitably on Modern Commercial concepts and Capable of Competing with the Best in the International as well as Domestic markets.
Values
1. Customer Expectations PIA is the most trusted name in the industry. The reason of its goodwill is according the expectation of their customers that PIA has fulfilled always. By providing competitive 9 HUMAN RESOURCE DEVELOPMENT
tariff, extensive care, and convenience to their valued and potential customers. 2. Service PIA aims at providing valuable and unique services to its customers. They are more personalized and courteous to their customers. The services are valuable and rare; this is the reason why customers trust PIA. 3. Innovation PIA currently has a number of 43 fleets and aims at increasing this numbers to 53 by the next few years.PIA is adoptive to changes and believe in innovation thats create new ideas and translating these ideas into action. 4. Reliability PIA is the most experience airline with its service with more than 53 years. This has built in PIA has become the most reliable airline. PIA is known for its loyalty and consistency. 5. Safety The most challenging responsibility of any organization is to provide complete satisfaction to its employees and customers together. This satisfaction rewards favorable and easy working conditions. The in-flight services are customers friendly and the organizational the organizational environment is also employees oriented. 6. Cohesiveness PIA has 12 departments working in their own direction and also provides a number of services including speedex courier service, catering etc. The most impressive part is these all department and services are integrated in a cohesive way.
Services
PIA offers two types of services. Business Class Economy Class
Business Class Its the only Business Class service that feels like First Class. A comfortable seat makes all the difference on a long flight. PIA's Business Class Seats elevate the concept of luxury to a new level, fully endorsing your decision to choose PIA Business Class. Sit back and relax in our exclusive Business Class Lounges at the Karachi, Lahore, and Islamabad airports. Our hospitable staff will ensure that you're well looked after during your stay with us at the airport Business Class passengers arriving at Airport will receive a warm welcome from PIA. Our representatives will walk you right through all the arrival formalities so that you don't have to stand in line or worry about clearance. Economy Class PIAs economy class is also comfortable for passenger as Business class. Economy Class offer seats with a 32-inch pitch, adjustable footrests and "winglet" headrests for improved neck comfort. The personal TV provides on-going entertainment including audio and video on-demand choices. Passengers enjoy the same caring service from our flight attendants, along with skillfully prepared meals and a wide range of in flight entertainment options to choose from. Free newspapers are also provided to all Economy class passengers. The PIA in-flight magazine, Hamsafar, is provided to all passengers on all international flights. Humsafar was introduced on PIA flights in 1980 and it is published bi-monthly.PIA is providing its service in twenty-five cites of Pakistan domestically which are as follows:
Hierarchy of PIA This organization is divided into following departments: Human Resource and Administration, Marketing, Corporate Planning, Information Services, Finance, Flight Services, Flight Operation, Engineering, Procurement and Logistics, Customer Services, Training and Development, Quality Assurance. The organogram of the organization follows, with the Chairman at the top and directors of departments reporting to him. The structure is centralized with the top-level management making the decisions.
Figure 1: ORGANIZATIONAL STRUCTURE OF PIA
Major Competitors PIA is holding the first position in market. It has 48% market share. Its major competitors are Air blue and Shaheen International Airline. Air blue has a market share of 35% while Shaheen International Airline has 17% market share. People feel prestigious to travel with PIA as compare to Airblue and others.
SWOT Analysis
Internal Factors
External Factors
Strengths
1. Leading Market Position 2. Brand Recognition 3. Superior Operating Structure 4. Network Presence 5. Hub airport at Karachi
Opportunities
Having the maximum route and fleet Growing demand for low cost airlines Customer loyalty Shifting customer needs
Industry Recovery
Weaknesses
1. Formulation of Govt. Rules 2. High dependence on Passenger Revenues 2. Debt 3. Reliance on Oil Prices .
Threats
1. High Interest Rates 2. Accidents 3. Strong Competition by Air-blue 4. Interest and foreign currency exchange rates 5. Decline in airline industry ing
strategiesNGective i.e.
Strengths 1. Leading Market Position
PIA is one of Pakistans leading air carriers, with more than 800 daily flights. Around 150,000 passengers a month fly on PIA, making it one of the major operators in the domestic market in terms of passenger kilometers. PIAs international market share was 43.5%, In the Domestic market, its market share was 69.4%. On a system-wide basis, PIAs market share was 51.2% at the end of year 2007. Its strong market position is driven by consistently low fares as well as reliable service, frequent and convenient flights, use of new technologies like e-ticketing and self check-in terminals, comfortable cabins and superior customer service. 2. Brand Recognition 14 HUMAN RESOURCE DEVELOPMENT
PIA has high brand recall. It is recognized by travelers all over the country. PIA is a national airline, operating passenger and cargo services covering eighty-two domestic and foreign. PIA has earned the number one ranking in customer satisfaction. This strong market position gives the company a scale advantage and helps it strengthen its brand image. 3. Superior Operating Structure
PIA has maintained its position as the low cost carrier. It has been first class Pakistani airline to use the latest technology. Factors contributing consists of different series of Boeing and Airbus and an efficient, high-utilization and point- to-point route structure. Flying one type of aircraft significantly simplifies scheduling, maintenance, flight operations, and training activities. PIA has continually achieved high asset utilization and employee efficiency. Superior operating structure serves as the primary competitive advantage of PIA. 4. Network Presence
PIA enjoys a strong network in key domestic and international destinations. The companys network includes three the major airports in Pakistan, as well as major international airport such as Dubai International Airport. Having a strong network means that PIA can generate traffic feed for both its domestic and international Flights. 5. Hub Airport At Karachi
PIA operates from its hub in Jinnah International Airport, Karachi. Jinnah International is one of the worlds busiest airports in terms of number of passengers carried. It is also one of the largest international gateways to Asia. It is also the leading international air passenger (and cargo) gateway to Pakistan. The companys strong presences in airports with heaviest traffic levels in Pakistan give it a competitive advantage. 6. Effective Use of Technology
PIA has successfully incorporated latest technology in all its systems, giving it an edge over competitors. PIA takes credit for introducing most new technologies to the Pakistani market. It was the second carrier in Pakistan to incorporate the c-ticketing system and the second in South Asia to introduce self check in systems at the Jinnah International Airport, Karachi.
Weaknesses
1. Formulation of Govt. Rules The Basic flaw of this organization is its consolidation that is centralized system. The key policies, strategies and set of laws are designed by the upper management. The centralized system is one of the biggest obstacles of long term success of PIA. PIA centralizes structure lead to barrel between different level of management, decreased motivation, hard access to information. 2. High Dependence on Passenger Revenues Passenger revenues accounted for 87 percent of the PIAs total revenue in 2007. Cargo services allow airlines to generate additional revenues from existing passenger flights. In addition, cargo revenues are usually counter cyclical to passenger revenues and have lower demand elasticity than passenger business, which allows airlines to pass on fuel price hikes to customers. 3. Debt PIA has a significant amount of 42 billion debts. Current and future debts could have important consequences for stakeholders of the company. For example, debt could impair PIA ability to make investments and obtain additional financing for working capital, capital expenditures, acquisitions or general corporate or other purposes. Debts could also
put PIA at a competitive disadvantage to competitors that have lesser debt and could also increase the companys vulnerability to interest rate increases. 4. Reliance on Oil Prices PIAs sustainability, growth and revenues directly depend on oil prices. A steep rise in oil prices can seriously damage the long term viability of any airline. Recently many airlines around the world went bankrupt due to rising oil prices. Airlines need to hedge against this risk by taking proper measures.
Opportunities 1. Having the Maximum Route and Fleet PIA is having the maximum route and fleet domestic and international destinations network in Pakistan as compared to its Competitors. Route and fleet expansion will positively impact the companys operations by increasing revenues. 2. Growing Demand for Low Cost Airlines The growing demand for air travel is driven by lower fares and consumer confidence. A survey by International Aviation Authority showed that ticket price is the number one criterion for passengers when selecting a flight, well ahead of the availability of a non-stop service. 3. Customer Loyalty PIAs frequent flyer and loyalty programs can help it retain customers. PIAs Awards plus (frequent flyer program) was established to develop passenger loyalty by offering awards and services to frequent travelers. Such schemes encourage repeat travel on PIA, as passengers seek to accrue the benefits given to regular travelers. This enables the airline to retain customers and reduce costs, as it does not have to spend money targeting new customers to replace those lost to other airlines. 17 HUMAN RESOURCE DEVELOPMENT
4. Shifting Customer Needs The needs of air passengers are increasingly changing, as they are becoming more and more price sensitive. If PIA succeeds in making its prices more competitive, then the company will be able to gain significant market share. 5. Industry Recovery Market analysts believe that the global airline industry will experience an upturn in fortunes over the next few years. This represents an opportunity for PIA, as it could generate increased revenues and command market share if it capitalizes on increases in demand. Threats 1. High Interest Rates The past few years have seen State Bank of Pakistan impose high as well as low interest rates to check inflation and the over heating of Pakistani economy. Inflation in Pakistan may see another raise in the short-term. 2. Accidents There had been five accidents with PIA listed as below:
Pakistan International Airlines Flight PK 705 was a Boeing 720 040 B that crashed while descending to land on Runway 34 at Cairo International Airport on May 20, 1965 resulting in 119 fatalities. Pakistan International Airlines Flight PK740 was a Boeing 707-340C that crashed after takeoff from Jeddah International Airport on November 26, 1979. All 156 aboard were killed. 18 HUMAN RESOURCE DEVELOPMENT
Pakistan International Airlines Flight 268 was an Airbus A300B4-203, registration APBCP, which crashed on approach to Kathmandu's Tribhuvan International Airport on September 28, 1992. All 167 on board were killed. PIA Flight 554 is the flight number of a Pakistan International Airlines (PIA) Fokker F27 that was hijacked on May 25, 1998. The flight started its journey at Gawadar in Balochistan after originating in Turbat, and was flying to Pakistan's southern port city of Karachi. The aircraft was carrying 24 passengers and 5 crew members.
Pakistan International Airlines Flight 688 (PK688, PIA688) was scheduled to operate from Multan to Lahore and Islamabad at 12:05 pm on July 10, 2006. It crashed into a field after bursting into flames a few minutes after takeoff from Multan International Airport. All 41 passengers and four crewmembers on board were killed. PIA has to continuously ensure utmost safety and security of its passengers. Accidents can adversely affect customer confidence in PIA and result in declined revenues intensifying competition. 2. Strong Competition by Air blue PIA is now competing against carriers such as Air blue and Shaheen Airline. PIA remains Air blues strongest competitor because of the huge market it has gained over time, strong brand image and customer loyalty. PIA has started new low-fares subsidiary PIA Express to stop the Air blue market share growing to fast. Moreover, major legacy airlines have been focusing on restructuring costs, which has improved their competitiveness. With costs restructured, the legacy 19 HUMAN RESOURCE DEVELOPMENT
airlines are becoming more formidable competitors in terms of increasing capacity, matching prices and leveraging their frequent flier programs. Increasing competition could adversely affect the companys margins. 3. Interest and Foreign Currency Exchange Rates Fluctuating foreign currency exchange rates can have a significant impact on PIAs earnings. For example, as PIA is providing its services to the UK. Negative or positive effects arise from exchange rate movements as change in expenses. Strengthening of foreign currencies against the British Pound will positively impact PIA and vice versa. 4. Decline in Airline Industry A number of factors have caused the current decline in the airline industry. For example, the threat of further terrorist attacks since September 11 and a fall in the number of business travelers have both caused passenger numbers to fall. These and other factors may continue to affect demand for air travel in the future, which will affect revenues of PIA. The threat of terrorism may discourage people from traveling by air and could especially reduce the number of passengers traveling on international flights.
Human Resource Development

Human Resource Development Planning at PIA Human Resource Planning is the process of assuring that right type of people with right capabilities is available when required. HRD of PIA has to care all the important activities. It is engaged in the process of hiring, firing, training, development and all other related activities. HRD is also engaged in process of designing and evaluating the jobs and determining a pay structure for the jobs. During planning company analyze its goals, its current strategies, its external environment, and its strengths and weaknesses, in terms of whether or not they can be achieved with the current demand of human resources. Then various departments begin to look at what skills, knowledge and abilities are available internally and where shortage of terms of 20 HUMAN RESOURCE DEVELOPMENT
people skills or equipment may exist. This analyzes leads to the new planning phase and as a result PIA recruits people with specific skills required at each level of organizational development. Its HR department duty to create a link between he organizational goals and ensuring that the company can meet the objectives with which structure in determining skills, knowledge and abilities of jobholder.
Missi on
Objectives and Goals
Strate gy
Struct
Peopl e
The employees at PIA are self-motivated and the reason for their kind of motivation is the working environment which has to be conductive for efficiency. It is all because of the healthy environment provided at all branches departments and very kind and neat relationship among the employees, and very satisfactory compensation and benefit system. HR department of the company determine what jobs need to be done and how many and what types of workers will be required.
Training and HRD Process Model In order to discuss the HRD processes of the company in a comprehensive manner, we will discuss each one of them in accordance with the guidelines provided in the book and will follow the basic Human Resource Development Model. We will divide the HRD activities into four phases: Need Assessment Design Phase Implementation Phase Evaluation Phase
The HR department plays a vital role in achieving the objectives PIA has set. All operations of the company include high-precision maneuvering and require expertise skills for proper execution. So only the best staff is chosen after long and thorough testing and evaluation of each and every employee. The selection procedures are formulated based on international standards and they are designed to enable the employees to render a practical as well as a theoretical know how of the company tasks and daily work routines. It is also the HR dept. responsibility to provide its employees with the best working conditions
available and to improve company progress by bringing innovation to the company and implementing carefully devised corporate strategies. PIA's vision is to be a world class airline that exceeds customer expectations through dedicated employees, committed to excellence. So it urges its employees to contribute to making Pakistan's national airline a global carrier of choice.
As a leading corporation, headquartered in Karachi, Pakistan, PIA believes its responsibility is to nurture and develop talented, motivated individuals.
Throughout an employees career with PIA, they will be provided with opportunities for professional, technical and personal development. In return, PIA expects its employees to work with dedication, integrity, and 110% commitment as PIA strives to become a world class airline. PIA is an equal opportunities employer and aims to ensure that no job applicant or employee receives unfavorable treatment on the grounds of gender, race, color, ethnic origin, religion, or disability. All appointments are made on the basis of merit.
Hr Corporate Strategy of PIA

HR Mission Statement:
The PIA HRs Mission statement is
To provide quality HR services to attract, develop, motivate and to retain a diverse workforce within a supportive work environment. HR Strategies of PIA: HR strategies of PIA are
To promote and support recruiting strategies and collaborate with departments to create a high performing, diverse workforce.
To develop staff excellence through training and consultation for employees that encourages growth and opportunity and fosters good, open communication and an overall positive work environment for all employees. 23 HUMAN RESOURCE DEVELOPMENT
Basic Hr Functions of PIA
The basic HR functions of PIA are as follow
1. Human Resource Planning 2. Recruitment & Selection 3. Training & development 4. Performance appraisal 5. Compensation 6. Public relations
Human Resource Planning Planning includes the basic setting of goals and deciding which objectives are to be achieved over a span of time. At PIA the planning is done by proficient and skilled senior management with consultation of the directors. The plans determine which strategies are to be used by the company. Short-term and long-term HR planning: Like any international corporation, PIA has to devise short term as well as long term plans for its employees. Short-Term Plans: Short term plans deal with issues such as sudden dismissal or removal of any employee and the likely replacements for it. The short term plans are formed using statistical analysis and they deal with the current or near future expenses of employees. It also deal with upcoming transfer of employees from one branch to another. 24 HUMAN RESOURCE DEVELOPMENT
Long -term plans: Long term plans are used to determine retirement of employees and the pension funds which might be set up for them. Also they play a role in regulating the recruitment of new employees, based on the retirement of senior staff members and such. Function of HR planning: There are three basic functions in planning at PIA: A. Organizing employees B. Leading employees C. Controlling employees (A)Organizing employees: Organization of employees is very essential in proper functioning and progressing of managerial functions. PIA uses various methods to organize its employees and to form a systematic routine for them. Categorized databases are formed based on the ranking and occupation of employees. The ranks are assigned different serial numbers which helps in quick and easy access to any employee databases. Every employee at PIA has his/her own unique ID number, which helps to pinpoint them in case of need. New employees are also entered into the companys system. Information is extracted from forms filled by employees and uploaded into the database. This also includes deciding work timings and the schedule of employees. Flight timings, arrival and departure details, delays are discussed. Maintenance time tables are also formulated and checking-in and checking-out of employees is monitored carefully. Important dates and events are highlighted on departmental calendars. Any new update is 25 HUMAN RESOURCE DEVELOPMENT
conveyed to all staff through efficient communication channels within the dept. The online services of PIA have been a breakthrough in booking flights and helping customers as well as management to carry out transaction more effectively. (B)Leading Employees: Leadership accounts for boosting the morale of employees and pointing them in the right direction. Employees are directed by supervisors and senior managers in their daily tasks and any fluctuations are dealt with utmost concern. The managers also keep their employees demands in view and take all possible measures to make them content with the work environment. This is because content employees are more efficient and determined in working and contribute positively to company interests. PIA managers are loyal to their subordinates and help them adapt to changing work conditions with ease. External factors also play an influential role in changing employee behaviors. For example, the current rise in oil prices has lead to the inevitable rise in costs of the company. The high inflation rate has caused the employees to demand a raise in salaries and wages. The managers have dealt with this demand in a professional manner. Also the employee labor unions have support of the managers and their demands are conveyed to higher authorities through the managers. Staff managers, line managers and supervisors are appointed by senior management to assist and direct the lower employees. (C)Controlling employees: Organizational control includes Monitoring the daily tasks and the operations carried out by employees. Punctuality Efficiency in work and behavior towards peers is part of the control.
In order to maintain a systematic and consistent stream of daily operations it is necessary that the employees are regular and punctual in their tasks.
Attendance of Employees: Attendance is strict for PIA employees. Every employee has to report daily presence by scanning his/her fingerprint in the scanning terminal on ground floor. Time table for Employees: The timetables of employees are examined by the HR manager and he has the authority to make any adjustments and changes to it according to prevailing circumstances. Besides this wages, salaries, compensations, employee expenses are also a part of the employee control.
ORIENTATION:
The first most important component of training can be termed as the orientation of new employees. The new employees are given orientation, a program which helps get a welcome feeling for the organization and helps them understand the company work environment. The orientation of employees includes a tour of the company premises, information on employee policies, outlining daily work routine of the employees, companys infrastructure and line of authority. A successful orientation can help the new workers understand the companys work methods effectively and gets them to quickly become socialized with the firms ways of acting and doing things. The training programs at PIA are not only for new but current employees as well. The key jobs at the company are pointed out and careful job analysis helps in identifying likely areas in need of training. The employees are made to attend these training workshops so that they can gain insight on new advancement and skills in their field of work.
PIA has a separate department which deals with all the matters of employee training in the company. The PIA Training Institute (PTI) plays a vital role in the training of all employees.
Human Resource Development

Training & Development PIA has been training its pilots, mechanics, technicians, traffic/sales staff and cabin crew since 1956. There are 74 highly qualified experienced professional instructors at PTC specializes in all fields of Airline operation and annually about 10,000 trainees are trained. Training plays a vital role in enhancing employee performance and it improves working skills and capabilities of employees. The new employees at PIA are all given training so that they get accustomed to the companys work environment and gain basic knowledge on as how to perform their duties. PIA offer Airline Training in all areas of the Airline Industry.PIA has one of the most advanced Airline training infrastructures approved by local and international regulatory authorities such as CAA(Civil Aviation Authority), ICAO(international Civil Aviation Organization) and IATA. PIA saying We are leading Airline Training Institution. Join us to build your career in Airline Industry. We offer Airline Training in all areas of the Airline Industry. We have one of the most advanced Airline training infrastructures approved by local and international regulatory authorities such as CAA, ICAO and IATA.
Phases of Human Resource Development PHASE 1: NEED ANALYSIS OF HRD PROGRAM:

First, the job is carefully analyzed and its required work skills, techniques, specifications and tools are highlighted. These highlighted objects are the areas which can be improved
through well-designed training sessions.. HR department make sure that need assessment must identify: Goals of the organization and its effectiveness in reaching these goals Discrepancies or gaps between employees skills and the skills required for effective current job performance Discrepancies between current skills and the skills needed to perform the job successfully in the future To make a good decision about the needs assessment approach they consider: No of the employees needed to be trained. the best method of communicating with participants or a sample of participants the multiple sources of data that might be helpful in understanding the needs of the adult learners Types of Needs Training needs are identified by looking in different perspectives which include:
1. Performance deficiency: Those areas of the organization in each department are

identified where there are gaps between current and effective performance so that they can be removed.
2. Diagnostic needs: Those needs that can lead to effective performance and prevent
performance problems in the future are also addressed in the assessment program.
3. Analytic needs: Company gives due importance to needs that can identify new
and better ways of doing the jobs.
4. Proactive Approach: PIA has adopted a proactive approach for HRD programs.
Trainings needs that will arise in the future and that employee will require in the future for the effective performance of their work are diagnosed in advance to prevent any future problems. They have a whole schedule for each department that what training is required at each level in each department after how many periods.
Organizational Analysis:
Organizational analysis is conducted in each department after a period of time to determine where training and HRD efforts are needed and the conditions within which they will be conducted. Following factors are considered by the PIA in organizational analysis:
a) Organizational goals
In this those areas of organization where performance is not up to the mark and goals are not met are identified for designing training programs. Customer satisfaction by providing higher quality of services at an affordable cost To optimize the use of resources
HRD goals are to align the work force to the same organizational goals and to align them they train the employee and make their skills for this. 2. Organizational resources PIA considers their employees the major resource and every strategy of the organization revolves around this strategy. Skilled staff 18,043 employees Large number of offerings. Good background of the company. Easy to approach outlets. . Revenue
According to the latest report of PIA, 87% of revenue generates from passengers, 8% of revenue generates from cargo and remaining 5% consists of others. Fleet Pakistan International Airlines fleet includes the following aircraft (as of Nov 2009)
Type Airbus A310-300 ATR 42-500 Boeing 737-300 Boeing 747-200 Boeing 747-300 Boeing 777-200ER Boeing 777-200LR Boeing 777-300ER Total
Numbers 12 7 6 1 5 4 2 3 40
3. Organizational climate
Internal climate of the organization is also considered to make sure that environment is conductive to HRD program. The work environment is very a clam and friendly environment, the whole organization seems to belong same family.PIA is a customer oriented organization they believe in building strong relationship with customers, partners, employees and communities in which they operate.
4. Environmental constraints
Constraints in the external environment that include legal, social, political and economic issues faced by the organization are considered in assessing training needs so that trainings can be developed accordingly because external factors are beyond the control of the and it has to adjust accordingly.
5. Structure of the Organization:

The structure of PIA is highly centralize the decisions are made at the top management and then delivered to the lower management .It is partially decentralize as the mangers has the authority to exercise their decisions and make decisions according to their skill and knowledge.
Sources of Data for Organizational Need Analysis:

Sources of data that are considered by PIA in conducting organizational need analysis include: Mission Statement HRM Inventory Skill inventory
Organization Climate Change in System and subsystem

Task Analysis:
The PIA HR Department is working efficiently on task analysis by developing the job description of each & every job specified within the department as in Finance, Traffic, and Marketing & Human Resource. Task analysis is done by the HR personals who determine the key responsibilities, activities, authorities, & conditions under which that job is performed and the KSAOs with which job with be performed. HR personals observe & record down the entire task and updated the information. Task analysis is carried out by following a five step process:
1. Developing an overall job description

A narrative statement of all major activities performed and the conditions under which these activities are performed are considered by HRD professional to have a clear idea about the tasks and conditions that employees face. Trainings are than designed accordingly.
2. Identify the tasks

Task identification is conducted in respective department to identify the behaviors performed within the job. For example training is given to how to handle passengers, how to greet them, how to guide them to the departure lounge, how to let them know that on which seat they have to sit etc .For this purpose time sampling method is used involves a trained observer watch and note the nature and frequency of an employee activities. By observing at random interval over a period of time, a clearer picture of the job is understood and recorded.
3. Describe the KSAOs needed to perform the tasks

The HRD professionals also specify the KSAOs needed to perform each job because it is these competencies that employees must develop during the training program. Employees are than evaluated to check the effectiveness of training on the basis of these KSAOs.
4. Identify areas that can benefit from training

Those areas in which gaps are present and can be removed from training are carefully identified. 34 HUMAN RESOURCE DEVELOPMENT
5. Prioritize areas that can benefit from training

The tasks that could benefit from training are prioritized so that the resources of the PIA are utilized in the most effective manner.
Sources of Data For Task Analysis

Sources of data that are considered by PIA in conducting task analysis include: Job descriptions and specification Performance standards Observe job work sampling Analysis of operating problems Ask questions about the job
Person Analysis:
Performance Appraisal: At PIA, most of the direct performance appraisal is done by immediate supervisors. They set up targets for the employees to achieve and encourage the employees to participate in performance appraisal activities. It is the duty of the supervisors to quantify their targets in a precise manner and to convey the target comprehensively to the employees. The goals assigned to employees are always achievable and easily measureable so that the employees are not demotivated by the impossibility and complexity of their goals. PIAs HR dept. not only overlooks the supervisors performance appraisal methods but also acts as an advisory council for them. It suggests ways and methods to supervisors to improve their appraisal skills but leaves the evaluative decisions to the supervisors. Some of the performance appraisal methods used at PIA are described below:
Performance Appraisal Methods:

Graphic Rating Scale method: The graphic rating scale method is perhaps the most widely used tool of performance appraisal in the corporate world. PIA employers also make frequent use of this method in evaluating their employees. The method includes a simple and typical rating scale with choices ranging from exceptional performance to depressingly low performance. The supervisors rate each employee by marking the choice which best represents their performance. The assigned values are totaled to determine the overall status of the employee. Force Distribution method: This method is also commonly used for evaluation of PIA employees. It makes use of phenomenon used in grading a curve and categorizes predetermined percentages of employees into different performance categories. The categories range from high performers to low performers and give the general gist of each employees contribution to the company. This practice is being adopted by an increasing number of companies around the world. This type of performance appraisal is more harsh and unforgiving to the employees and tends to be inquired more commonly then other appraisal methods. Often the rating done by the managerial supervisors has been challenged and questioned on the grounds of biasness. To overcome this problem, the company used a panel of performance appraisers rather than individual appraising so that unanimous judgments about employees can be passed. Computerized and web-based performance appraisal: Computerized and web based performance appraisal is cost-efficient and inexpensive method to measure the employees. It is also quick and easy to use and saves a lot of time. Nowadays some inexpensive and compact software is available in the market which can be used to evaluate a companys employees.
PIA uses these tests for a number of jobs. Online web portals have been established by the IT department of PIA to help in determining individual employee performance in a matter of minutes. Each job is carefully analyzed and its key factors are highlighted and the employees are measured on the basis of these key factors. Recently PIA has been giving great consideration to its performance appraisal methods and after consultation with authorities and concerned employers it has decided to change its methods of measuring employee performance. The commonly used Force Distribution and graph scale methods are being replaced with web based and other electronic methods of evaluation. The new method which the company has laid eyes upon is the renowned Electronic Performance Monitoring method. EPM: EPMs get the supervisors to electronically measure the amount of computerized data the employees processes per day, thereby measuring his or her performance. This method is currently in its developing stages in the company but it shows great promise and compatibility in the future and will save the companys time and cost in evaluating the employees. Appraisal Interviews: Various departments at PIA, particularly the HR department, make occasional use of appraisal interviews. These help in verifying the results of an employees evaluation and his actual outlook. There are two major conclusions which can be made based on the interviews. 1. Satisfactory-Promo table/Not Promotable: This shows that the employees work performance is satisfactory and based on the satisfaction level should he be promoted or not. Promotional measures involve discussing the employees career line and his duties in the future.
2. Unsatisfactory-Correctable/Uncorrectable:
This deducts that the employee performance is not satisfactory and requires due attention. Correctable employees show poor performance but there is room for improvement and the weaknesses can be diminished by taking motivational steps. Uncorrectable refers to a hopeless case and usually results in a sooner or later dismissal of the employee. GAP: After analyzing the need assessment process we have concluded that need assessment process of PIA has no deficiencies and is in accordance with the HRD model.
Recommendation:
The performance appraisal should be confidential and free from biases. Organization resources should be properly maintained according to the standards The services of PIA should be improved as compared to competitors. Wastage of valuable resources should be avoided The old employees should be given proper training .Computer training should be given to them as they have experience but lack skill.
PHASE 2: INSTRUCTIONAL DESIGN:

After analysis of the job, a compilation of the training components is made and content for the training program is sorted out. PTC: (PIA Training Centre) The PTC is the department of PIA which deals in all processes of training and employee skill development. The major role of this department is to conduct research on any new techniques and work operations which can help the company facilitate its employees and to implement these new techniques into the company through effectively developed training programs. Functions of PTC To develop and conduct quality training as per the requirements of user departments and regulatory authorities. To maintain centralized training database of all PIA personnel for organizing HR activity. To maintain regular contact with vendors regarding new functionalities, modifications and additions to update training programmers and train the instructors. To formulate criteria which will enable the training of PIA personnel to achieve excellence in their respective fields/functions To conduct courses, workshops, seminars, workouts, conventions, and to present 39 HUMAN RESOURCE DEVELOPMENT
papers so as to make PTC prominent in aviation training, particularly in this region. Training and Education PIA Training Center The PIA Training Center is a leading airline training institution that delivers the highest standards of aviation instruction. The Training Center is built around a highly advanced training infrastructure, approved by local and international regulatory authorities such as CAA, ICAO, and IATA. The PIA Training Center's courses are based on a unique, standards-based curriculum designed to impart knowledge and best practices in all the aspects of the airline industry. The PIA Training Center provides quality training to PIA's pilots, engineers, air hostesses, and to employees of other associated PIA div History of PIA Training Centre PIA Training Centre, Karachi-an institution of comprehensive instruction dedicated towards imparting quality training in all the major areas associated with civil air transport. The centre is housed in a three-storied spacious building, essentially self-contained in facilities and centrally air-conditioned. It is situated about 300 yards from the Corporate Head Office building of PIA. The prestige and esteem that the Training Centre enjoys has been a result of tireless efforts expended, since the very inception of PIA in 1956, in making the programmes of study worthy of its name. Training has been offered for PIA employees as well as for other airlines' staff intending to work, or already working as members of the cockpit and flight service crew, as passenger service and marketing staff, and as mechanics and engineers, etc. It was in 1960 that all training was amalgamated under one roof at the Hotel Midway House, Karachi. The Centre was moved to its present premises in October 1975. Specialist instructors are assigned at the Centre for imparting rigorous training to those who fly, and to those who service and maintain various types of aircraft (B-747-200, A310, A-300, B-737, B-777). The training aids and equipment used are the latest. The methods of knowledge and skill transfer, adopted at the PIA Training Centre, are varied all 40 HUMAN RESOURCE DEVELOPMENT
pragmatic and useful. Classroom lectures are augmented by group discussion, observations, experiments, simulations, case studies, etc. Study tours to a number of PIA facilities are regularly conducted and seminars on topics of general interest are frequently convened. Training facilities available within the airline also include flight simulators which are used in the Transition and recurrent Training of pilots and other operational crew. The equipment here includes: a cabin service procedures trainer, A310 Flight Simulator, 747200 Flight Simulator and B743 FFS with RB211 Engines also A-310 Video & Audio Computer Based Instructions (VACBI) Systems. These are largely supplemented with apprentice workshops and laboratories for new entrants. During the past, for many years the PIA Training Centre has also been instrumental in rendering training to a large number of pilots, engineers, flight stewards/stewardesses, traffic and sales personnel from over 30 airlines and associated agencies worldwide, mostly from Asian and African countries.
The PTC provides training to both old employees and new and following are some of the training courses which are offered by the PTC to company employees. 1. Stewardess Training:
The hostesses are trained in their communication skills and various new aspects of customer dealing are introduced to them through effective multimedia lectures and on-thejob training. They are coached under the supervision of senior employees which helps them gain a know-how of the work procedures. Verbal courses are used to enhance the communication skills of the hostesses. The new hostesses as well as current hostesses are trained using audio-visual training lectures. 2. Flight Crew Training:
Flight crew receives training through multimedia lectures and personal visits to real work places for effective exposure to work conditions and quick adaptation to their environment.
3. Aviary training for pilots and co-pilots:
Pilots and captains are trained extensively and a myriad of methods is used to enhance their operational skills. Audio-visual flight simulation software is used to train the employees in handling flights in critical weather conditions. Pilots also undergo apprentice training when a new co-pilot assists his senior officer in flights or so.
4. Fleet maintenance techniques:
Fleet training requires the employees to handle advanced machinery and this s done by real time exposure to the machinery. Supervisors and senior staff members help the new employees get accustomed to using the company tools and coach them to various operation using easy and common examples and sample working.
5. Managerial Training:
Managers are trained in their skills mostly through OJT. They undergo direct action learning and interact with other departments to acquire skills in new areas so that they can effectively monitor all the departments. Job rotation plans help to circulate managers through the company and trainees work directly with senior offices to gain first hand experience in employee motivation and leadership skills.
6. Flight control and Air traffic:
Flight control is the most difficult training at PIA and it requires tough training routines and tests. They are trained to forecast flight conditions and to determine the risk of mishap in any flight.
7. Internal employee training:
Internal employees are trained using a blend of OJT, job rotation and apprentice approach depending on the nature of the job in question. Internal employees are trained in their current skills though multimedia usage and work sampling. The internal training programs have proven quite effective in improving employee efficiency.
8. External employee training:
External employees require more training since they are new to the organization and lack the sense of familiarity with the work environment. Comprehensive well designed training programs are used by PTC to train the new employees in communication, daily routine work, etc. the supervisors direct their subordinates in a professional manner and are always willing to point the new employees in the right direction.
9. Training for employee selection:
New selection methods are analyzed and discussed under this training and this helps in refining the selection tests and better evaluating new employees for the job.
10. Accounts maintenance and transaction handling:
Financial training and account management courses are also common at PIA.
11. Innovative Training Workshops:
Multimedia workshops and periodic lectures and conferences help expose employees to competitive new working skills and take them a step ahead in their working. Facilities at PTC: Main Building: Three-storey Centrally Air- conditioned Building Area: 52,200 sq. ft. Building includes: Classrooms equipped with latest training aids: Aircraft Cabin Mockup Computer Based Training Audio Visual System Audio Visual System Cockpit Systems Simulator Grooming Room SABRE System (Reservation/Checkin) Laboratories Library Printing and Publications Photo Lab 44 HUMAN RESOURCE DEVELOPMENT
Auditorium Seminar & Conference Rooms
Apprentice Building: Building Area: 12,700 Sq. ft. Two-storey building equipped with: Air-conditioned classrooms Latest training aids Workshops Accommodation No Accommodation Facility Available in PTC for Trainees. Students are expected to make their own arrangements for boarding and lodging. The hotel rates vary from USD50 to USD 70 per day. Cafeteria PIA Training Centre has a brand new cafeteria located on ground floor over looking the lush green garden with its beautiful plants, has the capacity to accommodate around 200 trainees. Tea and refreshments are provided from 9 am to 3 pm. This cafeteria also caters for business and official functions of Head Office as well. Library The Library at PIA Training Centre plays a vital role in providing information on the courses conducted at PIA Training Centre as per requirement of any Aviation Industry. In fact, it is the back-bone of the Training centre where PTC chief instructors, Instructors, PIA Officers, Engineers, Pilots, Trainers, as well as visitors and foreign trainees frequently visit for knowledge seeking and general reading purpose. This library provides its readers over 6000 books (technical and non-technical) literature to 45 HUMAN RESOURCE DEVELOPMENT
instructors such as engineering change orders, service bulletins, technical notices, service letter, evaluation notices, services information bulletins, amendments of overall manuals, maintenance manuals, CAA literatures, ICAO & IATA literatures and amendments of all aircrafts manuals. We have received the latest Boeing 777 A/C & ATR A/C Literature as well. We are in the process of automating the PTC Technical Library for latest updates. This library not only caters for PTC faculty but to all those personnels working in different departments of PIA as well. Physical Fitness Physiology Lab is run by PIA Physiologist who provides physiological guidance to all PIA employees with the help of posture balancing equipments which is installed on the 2nd floor of PTC for the use of all employees of PIA. The objective of this lab is to provide guidance to enhance the enthusiasm and how to improve the ability to express one self and to coordinate body and mind functions. To bring about the awareness is to achieve a high level of unity of mind and body in a disciplined environment. The aim is to achieve a high level serene attitude towards life leading to higher productivity, most notably in our profession. Course Offered: PTC offers highest standard of aviation training at very economical terms and even the stay in Karachi is in-expensive.
Customer Service Flight Service Marketing Passenger Service 46 HUMAN RESOURCE DEVELOPMENT
Flight Operations Information Technology (CBT) Management
Flight Service:
S.No Basic Courses 1 Advance Courses (Only for PIA Employees / Customized for other Airlines) 1 2 3 Refresher Courses 1 2 3 Equipment / Job Specific Courses 1 2 3 B 747 Conversion (200/300) B 777-200 ER/LR / 300 ER Conversion A 310-300 (Conversion) 05 Days 03 Days 03 Days SEP Refresher (PIA specific Aircrafts) Announcement Refresher In flight Service Refresher 04 Days 02 Days 02 Days In-flight Management Supervisory Skills Supervisory Skills for Senior Crew of ATR 42/500 B+ Procd. & International ( Airline Customized Course ) 03 Days 01 Day 05 Days Flight Service Basic For Cabin Crew 09 Weeks Courses Duration
4 5 6 7 8 9
Dangerous Goods Regulations Initial Dangerous Goods Regulations Refresher Flight Deck Transition B-747 Flight Deck Transition B-777 Flight Deck Transition A-310 Flight Deck Transition B-737
02 Days 01 Day 02 Days 02 Days 02 Days 02 Days
Marketing:
Basic Courses 1 2 3 4 5 6 7 8 9 Advance Courses 1 2 Refresher Courses Tariff & Ticketing Intermediate Tariff & Ticketing Advance 2 Weeks 2 Weeks Tariff & Ticketing Basic Tariff & Ticketing Basic (for IATA Travel Agency Staff) Tariff & Ticketing Basic (at Domestic Stations for Pvt.) Reservation/ticketing/ASR (SABRE) E-ticketing / Interline E-Ticketing Cargo Sales Basic Dangerous Goods Regulations Initial Live Animal Regulations Perishable Cargo 2 Weeks 1 Week 2 Weeks 2 Weeks 1 Week 2 Weeks 1 Week 3 Days 2 Days
1 2 3 4 Specific Courses for Cargo Personnel 1 2 General Courses / Seminars / Workshops 1 2 3
Cargo Sales Basic ( Refresher) Dangerous Goods Regulations (Refresher) Reservation/E-Ticketing/ASR (Refresher) E-ticketing / Interline E-Ticketing (Refresher)
1 Week 1 Week 1 Week 1 Week
ULD Orientation/Pallet Building/Loading/Unloading Awareness Safety of Cargo on board (Safe Cargo Operation)
3 Days 2 Days
Sales Representative Course Trainee Officers Training Marketing Orientation
2 Days 4 Weeks 2 Days
Passenger Service:
S.No Basic Courses 1 2 Basic Passenger Services DGR Basic 03 Weeks 01 Week Course Duration
3 4 5 6 7 8 9 10 11 Advance Courses 1 2 3 4 5 6 Refresher Courses 1 2 3 4 Equipment / Job Specific Courses 1
SABRE ACSI (airport check-in system international) Baggage Handling Trainee Officers Training Loading / Unloading Narrow Body Special Handling Steady State Basic Dangerous Goods Regulations (DGR) World Tracer Management (WTM) Baggage Attendant
01 Week 02 Days As per requirement 03 Days 03 Days 01 Week 01 Week 01 Week 02 Days
Loading/Unloading B-747 Mass & Balance DGR for Load Planners & Loading Personnel DGR for Check-in Staff Ramp Coordination Airside/Ramp Safety & Human Factor
01 Week 02 Weeks 01 Week 02 Days 03 Days 02 Days
DGR Refresher ACSI Refresher Basic Passenger Service Refresher Ramp Safety & Human Factor Refresher
03 Days 03 Days 03 Days 01 Day
Loading /Unloading A300/310/B737/B777
03 Days
General Courses / Seminars / Workshops 1 2 3 4 5 Courtesy & Customer Care Attitude Development Customer Service Workshop Time Management Formal & Informal Communication 02 Days 02 Days 02 Days 01 Day 01 Day
Flight Operations:
F light Operation Training Unit
Sr.No Course Basic Courses 1 2 Cadet Pilot Basic Flight Operation Officer 50 Days 120 Days Duration
Refresher Courses 1 2 A310 Long Refresher A310 Refresher 5 Days 1 Day
3 4 5 6 7 8 9 10 11 12 13
A310 Remedial Refresher (All Aircraft) 3 Days ATR42 Long Refresher ATR42 Refresher B737 Long Ref B737 Ref B747 Long Refresher B747 Ref B777 Long Ref B777 Ref Security Ref (Flight Crew) Security Ref Course 5 Days 1 Day 5 Days 2 Days 5 Days 2 Days 5 Days 1 Day 1 Day 1 Day
Equipment / Job Specific Courses 1 2 3 4 5 6 7 8 9 10 11 A310 Indepth A310 Technical Transition ATR42 Indepth ATR42 Technical Transition B737 Indepth B737 Technical Transition B747 Indepth B747 Tech B777 Diff B777 Indepth B777 Technical Transition 3 Days 20 Days 3 Days 20 Days 3 Days 20 Days 3 Days 20 Days 1 Day 3 Days 13 Days
Department Sponsored Courses 1 2 Instructional Techniques Basic Security Course 2 Days 2 Days
Information Technology
Information Technology Training Unit
S.No Course
Duration
Basic Courses 1 2 3 4 Windows & Internet Review of MS-Office Network Basics Orientation 01 Week 01 Week 01 Week 01 Week
Equipment / Job Specific Courses 1 2 3 4 MS-Excel MS-Word MS-Power Point MS-Excel Advance 01 Week 01 Week 01 Week 01 Week
5 6
MS-Access Word & Power Point
01 Week 01 Week
Department Sponsored Courses 1 System administration & development of CBT Coursewares for Cockpit Crew & Aircraft Maintenance Engineers As Per Requirement
Management:
S.No Course
Duration
Skill Development Courses 1 2 3 4 Initial Management Course Middle Management Course Senior Management Course Supervisory Skills 2 Weeks 2 Weeks 2 Weeks 1 Week
Orientation Courses 1 2 Trainee Officers Train The Trainer 1 Week 1 Week
Seminars / Workshops / Short Courses 1 2 3 Leadership Team Work Motivation 2 Days 2 Days 2 Days
4 5 6 7 8 9 10 11 12 13 14 15 16 17
Stress Management Managerial Skills Perception & Personality Conflict Management Effective Communication Positive Attitude Decision Making Creativity & Innovation Organizing Skills Interpersonal Skills Problem Solving Skills Listening Skills Delegation Time Management
2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days 1-2 Days
On Training the type of question asked: On training the candidates or employees are given question related to different areas like algebra, arithmetic, English, geometry, General Knowledge and Mathematics
In addition the PIA also focuses heavily on the following things:

The objectives of the training program Time and money available Availability of other resources Trainee characteristics
Training Material:
PIA design its own in-house with combine efforts of the subject matter experts and the trainers in presence of the top management and trainer which ensures the validity of the training material and its after effects. Program Announcement: it is used to inform the target audience about the training program. The circular is distributed to all employees in Pakistan. The announcement should indicate the purpose of the program, when and where it will be held, and how the employee can qualify to participate. Program Outline: Program outlines are distributed among the employees who are under the training sessions. The program outline has not been given by the employees as per secret document Training manuals and Textbooks: Training manuals are defined by the trainer according to the demand of the training course whether it is initial or advance course.
Scheduling the HRD Program

PIA is conducting its training program for 15-20 days minimum and 2-3 months maximum period having the time line from 9:00 am to 5:00 pm. During the training sessions the employee is just subject to the training material and no interaction to its job.
Registration and Enrollment Issues

Registration and enrollment system is over intranet, any employee can online apply for the training program. The form is filled by the employee and he is registered to the training related to specific department like finance, management, flight operation, information technology etc.
GAP
The trainer has been following the outline items but not every time. The trainer usually focuses on its own customize training designs as required by the managers for their trainees.
RECOMMENDATIONS
PIA Trainers has its own training material but still it has to follow the outlines which are directed in order to make its material more productive for the training purpose. In order to be more proactive PIA must have the access to the foreign or competitors materials It must reduce heavy cost and reduce its cost according to the demand rather spending without knowing the actual demand The training must be improved means the trainer must be trained to provide training in different ways The course offered in training must be updated as time passes. 58 HUMAN RESOURCE DEVELOPMENT
The stimulated training must be carefully handled.
PHASE 3:
Standardized Implementation Phase of HRD

Following is the brief description of implementation phase in standardized HRD process model.
The goal the assessment and design phase is to implement effective HRD program, this means that the program must be delivered using the most appropriate method. Implementation phase at PIA
Training Delivery Method: There are four kinds of training Methods used by PIA. 1. Simulated Training 2. On the Job Training 3. Computer Based Training 4. Class room training
1. Simulated Training:
Simulated training is a method when trainees learn on actual or simulated equipment but they are actually being trained off-the-job. PIA offers SIMULATED TRAINING for new employees .PIA makes effective use of simulative training, especially for its pilots. This is because the new staff must be trained in conditions with resemble the actual work conditions maximum. Since the actual operational machinery (planes for instance) is quite expensive and cannot be misused in training, simulative training helps to train the employees in virtual conditions but with maximum coordination with the real environment. This includes flight simulation software which gets the employee to fly a fully interactive virtual plane thorough a computer. Video tests help in simulative training as well. This type of training is almost entirely computer based and it drastically saves the costs of training the employees in actual work places. Even though the training is computer based, the software is brought in maximum accordance with the actual conditions of the job so that the employees gain a first-hand experience through their training.
2. On The Job Training:
PIA also offers ON THE JOB TRAINING (OJT) for the current employees.
a) Job Rotation:
approach
Its actually about the changing of job positions. By this
Trainee is generally expected to learn more by observing and doing than by receiving instructions. As the word rotation implies training on different tasks/positions.
b) Coaching: Coaching typically occurs between worker and supervisor and

focuses On examining employee performance and can provide specific performance improvement and correction.
c) Mentoring: In this senior employee paired with a junior employee

Helps to learn the ropes Prepares protg for future advancement.
3. Computer Based Training:
In 1992, PIA introduced COMPUTER BASED TRAINING (CBT) facility containing various courses for specific aircraft for training its engineering cabin and cockpit crew.
4. Class Room Training: Employees are given lectures on how to handle flight. How to handle passenger the training is different to each department. Like on flight training is related to how to service passenger fairly. Cabin crew training is different .In all of theses training sections different discussion are held related to the specific topic .The topic under discussion are as follows: Counseling Motivation Skills Conflict Management 61 HUMAN RESOURCE DEVELOPMENT
Problem Solving Decision Making Team Work Planning of the daily work Leader ship
The Lecture Method: It is the most common and popular training technique. It is used in conjunction with visual aids, such as slides, charts, and handouts. This method is used for training of marketing, customer dealing and self grooming etc. Audiovisual Media: In PIA audiovisual media is also used for those trainings in which details are necessary. Printed materials and slides are used to make the training more attractive for employees. STRENGTHS PIA has its own training center It has highly qualified and experienced trainers Proper training center avoids any distraction from the external environment Proper seating helps in the delivery of effective training program. Physical comfort level is maintained so that training can be delivered most effectively
GAPS After analyzing the implementation process of PIA we have concluded that there are no deficiencies in the implementation of training program.
Recommendations
There are few recommendations that can further improve the implementation process of PIA which are as follows: 62 HUMAN RESOURCE DEVELOPMENT
It can incorporate the case study method in the training process to improve the analytical and problem solving skill of the employees. Cases may be based on actual events involving real people in an organization or they can be fictional, depending upon the training requirement.
Use of telecommunication must be introduced because it will allow in training centers to conduct conferences between remote locations. It will help the organization to reduce trainer, travel, and facility costs and it will increase the availability of training to remote locations.
PHASE 4:
Standardized Evaluation Phase in Human Resource Development

The Evaluation of the HRD based on the descriptive and the judgmental information necessary to make effective training decisions related to selection, adoption, value and modification of various instructional activates. Following is the brief description of evaluation phase in standardized HRD process model.
In evaluation we select the evaluation criteria first and the purpose of evaluation is to determine whether the program is meeting the intended objectives, also to determine future participant and provide information for improving HRD programs Evaluation Of training at PIA: After the training is given to the employees the HRD evaluation is done .the evaluation is supposed to be reliable, valid and Practical. The evaluation is done on the following bases Interviews Questionnaire 64 HUMAN RESOURCE DEVELOPMENT
Direct Observation Written Test Performance test
Interviews: After going trough the training phase the trainee is evaluate trough Interviews .in the interview the trainee is asked several question related to the job as well as related to the training experience and course covered during the training. Questionnaire: The trainee are given questionnaire in which there are different question related to job and some general question to check the IQ of trainee .The Trainee is also asked to evaluate the trainer that how well he delivers the training and how cooperative he is during the training sections. Direct Observation: After going the training phase the superiors frequently observe the execution of job by the trainee that how well he is performing the job and sometimes guide them well during the job. Written Test: After the training the trainee is passed through the written test to test how well he learned during the training section and how much knowledge he has gained and is he able to apply that knowledge to the current job. Performance Test:
The pilots are been tested through the performance test that is he able to apply his skill and knowledge gained during the training phase The performance test is related to Job performance and it is time consuming also. Objectives of Evaluation: Goals Achievement: In the evaluation phase they evaluate that whether they have achieved the settle goals and the targets to fulfill the future needs. Wastage of Resources: As the HR department also works as the change agent they see the strengths and the weakness of all the programs needed to be implemented so that the wastage of the resource can be avoided in the future. Aligning the workforce: It helps the decision maker to evaluate that to what extent the designed training program is aligned the workforce to the organizational goals. Management and Organizational Development: the training should be designed by keeping in mind the career development of the individual and the organization succession planning. Development: The bank determined which employee needs more training and it can help to evaluate the results of the training program. Motivation: It can encourage initiative and develop the sense of responsibility and stimulate efforts to perform better. HR & Employment Planning: skills inventory serve as the valuable input so they see the lack in the skills which can be needed in the future. Communication: It is an ongoing discussion with the subordinate and supervisor about the job. It also provides feedback. HRM Search: It includes the search of the valuable employees. Developing Employee Behavior: Behavior modeling: Following are the steps PIA uses to remodel its employees behavior and encouragement their development: 66 HUMAN RESOURCE DEVELOPMENT
1. Modeling: The trainees are first modeled by showing them videos or actual work conditions and the proper way to do the things. For example, the new stewardess is shown video on how to handle the customers and how to operate the basic on-flight equipment. 2. Role Playing: Next, employees are given roles to play in certain situations which are a practice for the things they learn in behavior modeling.
3. Social Reinforcement: The trainer provides reinforcement in the form of praise and constructive feedback based on how the trainee performs in the role playing situation. 4. Transfer of Training: The trainees are then returned to their jobs so that they can implement the new techniques they learned in actual workplace. Behavior modeling has been highly effective for internal employees since enhances their potential to work and gives them a sense of self-confidence and motivation.
GAPS
They dont use any financial measure to decide that how much to spend on the training program it is always estimated. They do not use Kirkpatrick model.
Recommendations
There should be Training of the HR professional and managers in the detail about the utility analysis so the training spending can be calculated carefully. 67 HUMAN RESOURCE DEVELOPMENT
Improving an area in which the organization differentiates itself from competitors to attract, retain, and deepen relationships with its targeted customers and for this evaluation should be done by taking the employees in confidence.
If they use kick Patrick model they can easily identify the reaction, learning, behavior and result of evaluation.
Compensation and Benefits:

Compensation includes: Base Pay Commissions Overtime Pay Bonuses, Profit Sharing, Merit Pay Stock Options Travel/Meal/Housing Allowance Benefits including: dental, insurance, medical, vacation, leaves, retirement, taxes.
Air-Travel compensations:
PIA offers free travel for its employees and there is also concession in traveling fares for the immediate family of any employee.
Terminal benefits:
Employees of PIA also get terminal benefits from the company. They do not have to run through the normal flight booking procedures and tickets can be achieved from the terminal without any delay. Also the luggage carried by employees is regarded as personal and is not subject to the weight-carrying limitations.
Pay Packages:
PIA offers attractive pay packages to its employees. The salaries are decided by the HR dept. after co-ordination with the administration and the employees get rewarded for what their job is worth. Although there have been a few complains about low job fairs in the past, the company has dealt with such ordeals effectively and currently the employees are satisfied with their pays.
Medical Benefits:
Health is a never ending issue. It is a mandatory requirement in every aspect of human labor and accounts greatly for individual performance. Field jobs of PIA involve a high risk of accident and exposure to dangerous machinery. So proper medical aid is always on call in case of any unfortunate incidents. Besides this, to deal with all the health issues of the employees and the conditions of the workforce environment, PIA has established a separate business unit known as the HSE Management System Recommendations: Decentralization
PIA should decentralize its structure that would lead to the easy management, increased motivation, easy access to information and resolution of the conflicts (as they would be resolved by the immediate manger time span would then reduced). Since employees issues regarding their behavior would lessen, so it would ultimately lead to more satisfied employees that would result in enhanced productivity of the organization.
Strategic Business Unit
PIA should make its different departments into Strategic Business Unit. Every SBU should have a defined business strategy and a manager with sales and profit responsibility. As PIA is a large organization, so it must be convert into SBUs. Different factors should be determined for the success of SBUs which as follows: The degree of autonomy given to each SBU manager 69 HUMAN RESOURCE DEVELOPMENT
The degree to which an SBU shares functional programs and facilities with other SBU's The manner in which the corporation evaluates and rewards the performance of its SBU managers
Employee Empowerment
PIA should make efforts towards empowering the employees that is going to lead to more employee participation in the decision making process and also result in more employee satisfaction and enhanced motivation. Apart from this, employees would feel more independent to discuss the issues explicitly without hesitation. This would also enhance team work process at PIA as quality team and cross-functional teams. The employees will work with more commitment and dedication and every employee would work to his/her fullest due to increased motivation. However, with empowerment comes accountability, so it is suggested that while they empower their employees, there should also be a controlled check on them to ensue the correct usage of power delegated to every employees within their circumscribed limits.
Overhead Costs
PIA should also reduce its overhead costs that are it should mange its resources: labor more effectively, so that with less input, more out put can be achieved and the saved resources can be utilized in other areas such as introducing more training courses for the employees so that the quality of the workforce could be increased. Hiring the services of expertise can improve the efficiency of their services, so by saving the overhead costs, they can utilize that money for the expertise services. So by analyzing the various segments of the organization and making the right corrections, it can substantially improve the standards of Organizational behavior.
Two-Way Communication
The suggestions of the employees can prove to be very effective in improving the operations as they are the ones who manage them. Therefore, a top-down approach should be replaced with two-way communications. In this way, the employees would feel motivated and valued as they would be included in decision-making. Total Quality Management
Total quality management should be catered to within the work groups and implementation of various skill enhancement programs for quality and productivity improvements such as Six Sigma should be provided to its executive employees Training & Development:
As apprenticeship training is a combination of classroom instruction and on-the-job training so it would help employees becoming skilled workers.PIA should also use Job Instruction Training method for employees, it would provide step-by-step training for them. Informal learning would also be beneficial for PIA employees. Job aid can also help PIA trainees in better understanding because it makes use of set of instructions, diagrams and similar methods.
Performance and Appraisal:
PIA does not have fool proof system to gauge the gravity of employees skills and system adopted for filling the ACR (Annual Confidential Report) which is often changed time to time as mostly ACRS are not filled honestly and employees genuinely excellent at work are rated below due to liking /disliking. The employees are not satisfied with the ACR system because they not transferred to other countries Employee relation
Employees are getting employment in PIA through wrong means and political pressure and they are gaining UN due benefits and as a result hard working employees are discouraged. 71 HUMAN RESOURCE DEVELOPMENT
Proper career should be done to have better working atmosphere.
Pakistan International Airline Questionnaire PLEASE SHARE YOUR EXPERIENCE, VIEWS AND COMMENTS WITH US
1. How often do you take airline travel? Less than 1 month 1 month to 2 month Or __________________________. 2 month to 3 month 3 month to 4 month
2. Which airline you always/usually select to travel (domestic)? Pakistan International Airline PIA Air blue Shaheen Air International Or Any Other ___________________________.
3. Is there any particular reason why you usually choose that PSA? Service Price Other, please specify below
4. How did the selected airline price compare to your expectations?
1 (Excellent)
2 (Very Good)
3 (Good)
4 (Fair)
5 (Poor)
6 (Very Poor)
5. How did the selected airline Value for Price Paid compare to your expectations? 1 2 3 4 5 6
6. How would you rate the overall value of the selected airline? 1 2 3 4 5 6
7. What are good aspects of selected airline that attract you?
8. What are some aspects of selected airline that can be improved?
9. Do you think that all the above qualities exist in PIA, did you agree? If no, so please specify it below.
10. How do you consider the price of PIA? Very Expensive Expensive Average Low Very low
11. When I have a problem with travel arrangements, the airline shows sincere interest in solving it? Yes No Never had experience like this.
12. How will you compare PIA with different airlines in the following services? (Please fill the table according to 1 for Excellent, 2 for Very Good, 3 for Good, 4 for Fair, 5 for Poor and 6 for Very Poor.) Attributes Destinations Punctuality Quality of Food Hospitality/Customer Service Economical Technological Advancements Services Corporate Image Safety of luggage PIA AIRBLUE Shaheen Air
13. What are some important strategies that you would like to recommend?
COMMENTS
Thank You So Much for Filling Questionnaire
Name: __________________________ Age: ___________ Sex: Male
Female
Occupation: __________________________ Qualification: _________________
Finding OF Research: After conducting research from MBA students of the PCBA University, the following results have found which follows as bellow: Selection of Airline According to research in
Airblue, 30% shaheen Internationa l Airline., 10%
S election Of Airline
PCBA University, 60% people utilize the services of PIA, 30% people utilize the services of air blue and only 10% people utilize the services of Shaheen International Airline.
PIA, 60%
Reason for Selection of Airline According to research in PCBA, 50% people selected the service of airline taking consideration into the
Service, 30%
ReasonFor S election Of Airline

Price, 50% others, 20%
price, 30% people selected the service of airline taking into consideration the service, and 10% people selected the service of airline taking into consideration on many grounds which are related to their desired destination
Comparison of PIA with Different Airlines After conducting the research in our University, PCBA students have rated the different airlines in the following manner Attributes Destinations Punctuality Quality of Food Hospitality/Customer Service Economical Technological Advancements Services Corporate Image Total Points Shaheen Air 4 4 5 5 5 5 4 4 36
PIA 6 5 5 6 5 5 5 6 43
Air Blue 5 6 6 5 5 5 5 3 40

PIA HR Practices Evaluation

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PROF. RAFFAT IQBAL Section A

ALLAH THE DISPENCER OF GRACE

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Pakistan International Airline

Back Ground of Company:

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Allama Iqbal international Airport Lahore Benazir International Airport Islamabad/Rawalpindi.

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Figure 1: ORGANIZATIONAL STRUCTURE OF PIA

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Strengths 1. Leading Market Position

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Human Resource Development

Objectives and Goals

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Hr Corporate Strategy of PIA

The PIA HRs Mission statement is

Basic Hr Functions of PIA

The basic HR functions of PIA are as follow

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Human Resource Development

Phases of Human Resource Development PHASE 1: NEED ANALYSIS OF HRD PROGRAM:

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1. Performance deficiency: Those areas of the organization in each department are

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5. Structure of the Organization:

Sources of Data for Organizational Need Analysis:

Organization Climate Change in System and subsystem

1. Developing an overall job description

2. Identify the tasks

3. Describe the KSAOs needed to perform the tasks

4. Identify areas that can benefit from training

5. Prioritize areas that can benefit from training

Sources of Data For Task Analysis

Performance Appraisal Methods:

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PHASE 2: INSTRUCTIONAL DESIGN:

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3. Aviary training for pilots and co-pilots:

4. Fleet maintenance techniques:

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6. Flight control and Air traffic:

7. Internal employee training:

8. External employee training:

9. Training for employee selection:

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Name: ________________ Age: _ Sex: Male

Occupation: __________ Qualification: _