Job satisfaction of chief pursers in vietnam airlines

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business TRANG THANH MINH NGUYET JOB SATISFACTION OF CHIEF PURSERS IN VIETNAM AIRLINES MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City – Year 2018 - 2020 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business TRANG THANH MINH NGUYET JOB SATISFACTION OF CHIEF PURSERS IN VIETNAM AIRLINES MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: Dr LE THI THANH XUAN Ho Chi Minh City – Year 2018 - 2020 TABLE OF CONTENT LIST OF TABLE LIST OF FIGURE LIST OF ABBREVIATION EXECUTIVE SUMMARY CHAPTER1: PROBLEM CONTEXT 1.1 Company Overview 1.2 Vietnam Airlines’ Organization 1.3 Vision & Mission 12 1.4 Industry Context 12 1.5 Company Context 13 CHAPTER 2: PROBLEM IDENTIFICATION 14 2.1 Symptom Analysis 14 2.2 Potential Problems 17 2.3 Problem validation 29 CHAPTER 3: CAUSE ANALYSIS AND VALIDATION 31 3.1 Cause analysis 31 3.2 Cause Validation 41 CHAPTER 4: SOLUTION 43 4.1 Alternative Solution 43 4.2 Solution Validation 54 4.3 Implementation Plan (Action Plan) 56 CHAPTER 5: CONCLUSION 63 CHAPTER 6: SUPPORTING INFORMATION 64 6.1 Interviewees’ Transcripts & Profiles 64 6.2 References 77 6.3 Appendix 80 LIST OF TABLE Table 1.2 Table 2.1A - Postholders’ names and responsibilities - The rating result of cabin purser staff 15 Table 4.3A - Action plan 58 Table 4.3B - Internal training cost 62 LIST OF FIGURE Figure 1.2 A - Semi-Organization Chart 10 Figure 1.2B - Cabin Crew Division & Organization Chart 11 Figure 2.2A - Chief purser’s task card 19 Figure 2.2B - C-class cabin attendant’s task card 19 Figure 2.2C - Initial Diagram of Symptom and Potential Problems 29 Figure 3.1 - Initial causes and effect map 40 Figure 3.2 - Final cause and effect map 42 Figure 4.1A - Cabin attendant career path and progression 45 Figure 4.1B - Standard promotion line of CCD 47 Figure 4.1BB - Fast-track promotion of CCD 47 Figure 4.1C - Revised promotion line accompanied with coaching and instructor position 51 Figure 4.1CC - Coaching staff 51 Figure 4.1D - Promotion line amended coaching and management position 53 LIST OF ABBREVIATION IATA International Air Transport Association CAAV Civil Aviation Authority of Vietnam VNA - JSC Vietnam Airlines Corporation – Joint Stock Company VNA Vietnam Airlines CCD Cabin Crew Division FTC Flight Training Center ANA All Nippon Airways VASCO Vietnam Air Service Company CAA Cambodia Angkor Air SMS Safety Management System HR Human Resource QA Quality Assurance Dept Department CA Cabin attendant CAs Cabin attendants A350 Airbus 350 A321 Airbus 321 B787 Boeing 787 C-class Business Class Y-class Economy Class Executive Summary Air transport captures a crucial segment of the global economics Nowadays, the appearances of many air carriers are the challenges among airline companies and create the harsh competition Passengers are provided the variety of choices Gaining passengers’ satisfaction which is influenced by service quality is vital for the airlines’ survival Service quality of the full-service airlines includes the airport service and the in-flight service in which onboard service plays a key role, because passengers spend most of the time on the flights and have much time for communication with the front-line staff Passengers’ perception impacts their assessments on the airlines The front-line service personnel like cabin attendants who often face to workload, disorder sleeps, different time zones, work tension have to keep smiling, courteousness and attentiveness in dealing with passengers’ demands and problems They are the important labor forces of the airlines onboard Also, they really love their jobs as their performance says the degree of job satisfaction The duty of the airlines is to drive their job satisfaction toward the company’s goals and mission as their satisfaction results in the profit and productivity Vietnam Airlines is not the exception Studying Skytrax report and rating on March 2019 for Vietnam Airlines, there is appearance of low performance resulting from job dissatisfaction of chief pursers who are managing the in-flight service quality of cabin crew The purpose of the thesis is to find reasons influencing job dissatisfaction of chief pursers and proposes the solution CHAPTER 1: PROBLEM CONTEXT 1.1 Company Overview The history of Vietnam Airlines (1) began in January 1956 At that time, it was a small carrier starting to operate with five small aircrafts The first domestic flight was opened in September 1956 The airline was recognized as marking the birth of the civil aviation industry in Vietnam Vietnam Airlines (2) was established in April 1993 as a state-owned enterprise under the state management of Civil Aviation Authority of Vietnam (CAAV) On 27 May 1995, the government formed Vietnam Airlines Corporation by bringing together 20 service companies in which Vietnam Airlines was the centerpiece In 2006, Vietnam Airlines (3) became a member of the International Air Transport Association (IATA) In 2010, it was renamed Vietnam Airlines Company Limited In June 2010, Vietnam Airlines (VNA) became a member of Skyteam including 19 global airlines In 2015, Vietnam Airlines (4) marked the significant milestone to be a joint-stock company (Vietnam Airlines Corporation JSC) On 12 July 2016, it received a 4-star certificate of Skytrax Vietnam Airlines (5) has played an important role in the economy of Vietnam It is believed as the parent company owned 100% of Vietnam Air Service Company (VASCO) VASCO is serving domestic flights in Vietnam and Vietnam Airlines wishes to use it as the conjunction with foreign partners In addition, Vietnam Airlines owned a 70% stake in the low-cost carrier named Jetstar Pacific Airlines (JPA) and a 49% stake in Cambodia Angkor Air (CAA) In addition, Vietnam Airlines makes revenue from some of its subsidiaries Besides, it has diversified the investments by leasing The company controls and operates a cargo division - Vietnam Airlines Cargo On July 2016, All Nippon Airways (ANA), the largest air corporation in Japan (6) holds 8,771% capital and has become a strategic shareholder of Vietnam Airlines Vietnam Airlines’ aircraft fleet has been modernized Now, it (7) has owned the wide-body aircraft including Airbus 350 (A350) and Boeing 787 (B787) The aircraft fleet has ranked on the second scale of South East Asia and on the top scale of Asia-Pacific The fleet includes 14 Airbus A350-900, 11 Boeing 787-9 Dreamliner and Boeing 787-10 Dreamliner The narrow-body aircraft fleet consists of 52 Airbus 321 (A321), 14 Airbus 321-Neo and ATR-72 The company will continue to expand the fleet of the modern aircrafts in order to replace aircrafts operated over 12 years 1.2 Vietnam Airlines’ Organization Vietnam Airlines’ headquarter is located in 200 Nguyen Son street, Gia Lam district, Hanoi Two hubs are Noi Bai International Airport in the North of Vietnam and Tan Son Nhat International Airport in the South of Vietnam Vietnam Airlines’ postholders (2) have been appointed in order to managing and supervising the areas including safety, flight operation and flight crew training, maintenance, ground operation and security The President & CEO is Mr Duong Tri Thanh Five Executive Vice Presidents are responsible for five postholders Safety Postholder is responsible for supervising Safety Management System (SMS) and solving safety matters Maintenance Postholder is responsible for managing and supervising VNA’ maintenance system to ensure safe and effective operation Ground Operation Postholder is responsible for supervising and managing ground operation activities Security Postholder is responsible for “ensuring Vietnam Airlines’ aviation security and has full authority and responsibility to deploy the aviation security program” Flight Operation Postholder is responsible for flight operations to ensure safety and effectiveness Crew Training Postholder is responsible for supervising crew training in compliance with requirements of Civil Aviation Administration of Vietnam (CAAV) Table 1.2 - Postholders’ names and responsibilities No Postholder Name of postholder and title Responsibility President & CEO – Mr Duong Tri Thanh Safety Postholder Mr Nguyen Thai Trung – Executive Vice President Flight Operation Mr Nguyen Hong Linh – Executive Postholderand Vice President Crew Training Postholder Supervising Safety Management System (SMS) and solving safety matters ● Supervising and managing flight operations to ensure safety and effectiveness ● Supervising crew training in compliance with requirements of CAAV Maintenance Postholder Mr Dang Ngoc Hoa – Executive Vice President Ground Operation Mr Trinh Ngoc Thanh – Executive Postholder Vice President Supervising and managing ground operation activities Security Postholder Ensuring VNA’ aviation security and has full authority and responsibility to deploy the aviation security program Mr Le Ba Tung – Executive Vice President Supervising and managing VNA’ maintenance system to ensure safe and effective operation Source: VNA’ Quality Manual - page 2.2/P5 (See Appendix 6.3.1) THE BOARD OF MANAGEMENT President & CEO Mr Duong Tri Thanh EXECUTIVE VICE PRESIDENT CHIEF OPERATION OFFICER FLIGHT OPERATION POSTHOLDER EXECUTIVE VICE PRESIDENT - CHIEF TECHNICAL OFFICER A/C MAINTENANCE POSTHOLDER TECHNICAL EXECUTIVE VICE PRESIDENT - CHIEF SERVICE OFFICER GROUND OPERATION POSTHOLDER PASSENGR SERVICE EXECUTIVE VICE PRESIDENT - CHIEF COMMERCIAL OFFICER EXECUTIVE VICE PRESIDENT CARGO PLANNING INFORMATION DEPARTMENT DEPT SUPPLY & NOIBAI OPERATION MATERIAL MANGEMENT CENTER TSN OPERATION CENTER DANANG & MARKETING DEPARTMENT PASSENGER SALES & MARKETING DEPARTMENT CORPORATE PLANNING DEPARTMENT NORTHERN OPERATION CENTER REGIONAL BRANCH CABIN CREW MIDLE REGIONAL DIVISION TECHNOLOGY DEPARTMENT BRANCH SOUTHERN REGIONAL BRANCH VNA BRANCHES Figure 1.2 A - Semi-organization Chart (2) Source: VNA’ Quality Manual - page 2.2/P4 10 Specialized flight routes are the best for services It demonstrates weaknesses as chief pursers have not obtained intensive knowledge of passengers’ characteristics on those flights In case of lacking cabin attendants, they are assigned positions of chief pursers on other flights They have not got experiences, appropriate knowledge on those flights that may impact their management and service quality as well as service organization Specialized flight routes may produce partial in assessments Ms T Th Service procedures say that chief pursers take passengers’ orders straight after take-off for the preparation of meal services, but at that time chief pursers are busy with making announcements So cabin attendants take orders, they serve meals for cockpit crew They are unable to serve C-class passengers at that time If chief pursers concentrate much on meal service, they have less time to control cabins especially Y-class The company policy says that cabin attendants check every 15 minutes, but they seldom implement due to being tired and most of passengers are sleeping Cabin attendants themselves have not had high responsibilities in jobs They have no passion and appropriate personality for jobs Reducing the numbers of cabin attendants onboard due to cost reduction affects the role of chief pursers on the flights and the service organizations Chief pursers and cabin attendants working as pursers on the flights have not received any preferential policy This may affect their working attitude as they have not been satisfied 360 degree feedback is unfair and make chief pursers loose power on the flights It brings troubles to many chief pursers as in cases of any bad assessments from cabin attendants, inter-group managers ask chief pursers to make reports, even being disciplined Some chief pursers feel loosing faces with cabin attendants They are fear of responsibilities, cabin attendants’ bad assessment Thus, they let cabin attendants work without chief pursers’ supervision on the flights Interaction with passengers is seldom conducted as most of people are not willing to communicate with cabin attendants Whereas, communication should be two ways between the senders and the receivers If passengers are too busy to begin the conversations, cabin attendants should not disturb them In addition, interaction effectiveness depends on the passengers’ cultural characteristics Chief pursers afraid of brothering passengers as most of business-class passengers are too busy, they seem to have no willing to talk Also, they afraid of making mistakes as culture differences VNA’ new policy is to implement debriefings in English after flights, but most of chief pursers have not done They are too tired after the flights, and want to come home as soon as possible No one 68 checks if they implement the policy or not Additionally, no matter what they have done, they have never received more pays Training should be more practical For instance, a cabin attendant is pushing a trolley to the galley One passenger is standing in the aisle, he says “Excuse me, May I get through?” Then, he continuously repeats the sentence, though no passengers occupy the aisles anymore The company policy in compensation is not clear This affects chief pursers’ problem solve For example, if any compensations are needed for passengers, chief pursers rely on VNA representatives and have not known their solutions to get information or draw experience Specialized flight routes can cause bias in assessments Further, cabin attendants feel bored, as they not feel challenges on the regular flights Ms L.D Chief pursers are too busy straight after take-off such as making announcements, serving captains and first officers (co-pilots) Thus, they are unable to interact with passengers during main services In reality, most of business class passengers are not willing to talk, they concentrate on reading, working or taking rest on the flights Chief pursers have much pressure onboard as lacking the qualified pursers to assist them They sometimes meet difficulties in managing the cabin or not possessing enough power to cabin attendants In these cases, they have to spend most of the time in managing and controlling Y-class cabins However, salaries have not been increased and the company has not apply any preferential policy, even those cabin attendants working like pursers on the real flights And, some cabin attendants seems to be no passions in job, especially the seniors May be, these cabin attendants have not had efforts in the career advancement On the flights, they serve passengers like the machines Chief pursers not agree the 360 degree feedback as its bias 6.1.2 Transcripts for potential causes Questions: Interviewer asks permissions for the telephone interviews and introduce the purpose of callings Before asking questions, introduce the title of the thesis proposal: Why have cabin attendants not satisfied with their jobs? What are the possible reasons? During the interviews, probe questions are used for collecting more information 69 Interviewees’ answers: Note: All the italic words in the interviewees’ answers considered as the focus ideas are used for the analysis of potential problems The remaining written in normal cases is for supporting the focus ideas Mr M.T The reasons of employees leaving Vietnam Airlines are promotion line and work environment Promotion line has not mentioned the highest in-flight positions for chief pursers They have no wills to make progress Work environment is also a main cause connecting to job dissatisfaction, but its field is quite wide and may not be suggested the applicable solutions Whereas, promotion line may be proposed the feasible solutions for advancement Mr H Kn VNA has both the permanent cabin attendants and the part-time ones According to company policy, chief pursers manage and supervise both C-class and Y-class passenger cabins on all types of aircrafts Pursers manage and supervise the whole passenger cabins on A321 and ATR72 or Y-class cabins on A350 and B787 Hence, the salaries of the flying hour for the permanent chief pursers are equally to those of the part-time pursers The selection standards for new cabin attendants always require the high school diplomas, but new promotion line requires bachelor degrees Consequently, some permanent pursers have been resigned, though they are all experienced ones This causes psychological instability They assume that VNA wants to fire them Sadly, they have no promotion opportunities, but they have not left VNA Some of them spread bad attitude to the new ones Whereas, part-time cabin attendants are promoted quickly due to compliances of the company policy After getting promotion of VNA, the part-time cabin attendants jump to another airlines VNA continue to train cabin attendants to be in-flight managers The managers' point of view is not appropriate when they want to eliminate old people So, how can VNA gain 5-stars without the experienced staff? Mr A Tr Good chief pursers will deliver good service quality on the flight Chief pursers must be good reputation, leadership, interaction, experience, characteristic They must be mature enough to be chief pursers New promotion line focus on bachelor degree and English abilities, so the part-time cabin attendants are promoted to be chief pursers within years VNA should not be in hurry as everything needs the 70 time The core value of chief pursers is experiences to response to emergency situations or solve problems onboard No books teach them These experiences have been accumulated everyday Cabin attendants feel trust and satisfied with those chief pursers than others Recurrent training every year makes them stress In addition, VNA have not noticed us the instructors’ names or the training schedules at least week for our preparation Also, they have not satisfied when paying for training fees if they fail Instructors must be good in order to create good cabin crew delivering service quality Mr Đ Nt Working environment is not good anymore Cabin Crew Division used to launch groups of cabin attendants secretly observe service quality and report to the board of directors They are also cabin attendants on those flights Many chief pursers and cabin attendants are dissatisfied and leave VNA The salaries are reduced Cabin attendants have not received USD currency for nights stopover, but they will receive in monthly salaries They are not satisfied as they must pay the income taxes They have not satisfied a new salary policy Cabin attendants managing Y-class cabins are not qualified as pursers Chief pursers feel pressure as lack of qualified pursers in Y-class cabins to help them on the flights, thus they are also stress Additionally, Chief pursers working on A321 are paid as pursers They are fully paid as chief pursers if they fly on A350 or B787 Ms L D High workload is due to deduction of cabin attendants onboard Chief pursers have to make so many announcements after take-off Recorded announcements have not been updated to the company’s regulations, so their usages are restricted Entertainment system starts slowly After finishing these tasks, chief pursers have to serve cockpit crew as soon as possible The flight is scheduled two chief pursers However, the chief purser with lower priority will manage Y-class cabin and receive lower salary as a purser They feel dissatisfied with this policy Every year, training is another stress as its unrealistic programs For example, cabin attendants must learn a lot of knowledge of wine, but in fact passengers have never asked In the other cases, they have just been trained a certain wine, but the catering supplies another type of wines Additionally, chief pursers have not had good impression on some instructors as their bias in assessments The instructors’ assessments affect their promotion in the future 71 Mr L Kh I completely carry out all assigned tasks that others can not do, but I have never been honored in the Vietnamese Teachers’ Day every year A direct manager treat well and good rewards to others that she likes Now, I decided to leave VNA as I always feel unfair I am promoted to the position that I have expected to dedicate to a company I am happy as they treat me with respect Ms T Th Cabin attendants increasingly leave their jobs in recent years New cabin attendants have not assisted much to chief pursers’ in-flight management, so this may affect service quality Chief pursers are pressure and workload On A350 or B787, a chief purser and two C-class cabin attendants individually serve 28 to 32 C-class passengers; and seven cabin attendants serve more than 270 Y-class passengers Flight rostering should be more flexible and attentive to chief purser I have just finished the longhaul flight, but take 4-sector flight for the next days If they report sick, their salaries are deducted on that month Cabin attendants feel pressured by annual training to have their certificates changed according to the CAAV Chief pursers have abilities of many types of aircrafts, they are unable to remember all Some instructors’ teaching methods make them more stress Employees holding MyID Travel Benefits of VNA have not been gotten privilege to confirm the onboard seats 6.1.3 Transcripts for alternative solutions and validation Questions: Interviewer asks permissions for the interviews and introduce the purpose of callings Before asking questions, introduce the title of the thesis After that, question is issued: What is the promotion line’s constrains causing job dissatisfaction of chief pursers? The in-depth interview is suggested to a senior general manager The telephone interview is for a senior instructor During the interviews, probe questions are used for collecting more information 72 Interviewees’ answers: Note: All the italic words in the interviewees’ answers considered as the focus ideas are used for the alternative solutions and validation The remaining written in normal case is for supporting the focus ideas Mr M T Instructor position have never been shown in VNA’ promotion line So the suggestion for improvement is needed Moreover, teaching skill of instructors is necessary for further promotion to coach and instruct cabin attendants Ground-based job like managers need to propose in the promotion line VNA has not mentioned these positions in promotion line of cabin attendants, but in fact, chief pursers who stop working in the air can apply for ground-based jobs Once cabin attendants are promoted to chief pursers, they have no more goals to move forward Ground-based jobs need to issue on the promotion line If chief pursers no longer fly as certain reasons, they can explore jobs elsewhere in the airlines Management position on ground bade should be suggested on the promotion line to motivate cabin attendants working harder and produce high performance onboard Mr N Hh Coaching between positions in the same cabin section is ineffective and affect the in-flight training quality For examples, coaching positions producing low quality and complaints of cabin attendants are senior C-class cabin attendants coach C-class trainees C-class trainees not satisfied as coaching staff have not adequate skill and experience to handle the in-flight situations Besides, many groups of coaching with different positions cause the disadvantages for management of CCD Whereas, coaching staff including senior chief pursers are different They get sufficient knowledge and skills for coaching trainees The management for the coaching staff is more convenience Coaching staff who are all senior chief pursers are different from others They get sufficient knowledge and skills for coaching trainees The objective of choosing coaching staff is to focus on the service quality onboard Additionally, the management for this staff is more effective 73 Management position on ground base need to issue on promotion line to motivate cabin attendants Management positions should be proposed in promotion line Its objective is to motivate cabin attendants to work harder for promotion” Ms M Kh It is inappropriate to require bachelor degree for the selection of pursers Their experience is more crucial to handle the flights It is perfect when senior cabin attendants coach trainees working in the same cabin section Many cabin attendants disagree fast-track promotion and need to eliminated Instructor is a good job when chief pursers stop flying Instructors having good knowledge can train cabin attendants well However, cabin attendant profession requires skill and experience that are practiced every day to draw experience for getting better Instructors who are not flying can train cabin attendants, but to some extend, instructors who are flying are more confident and impressive Management field is more appropriate for chief pursers as they have had basic knowledge of management Many ground-based jobs need the role of chief pursers such as customer care, sales, marketing Mr A Tr Cabin attendant profession requires skill and experience Bachelor requirement is not necessary Fast-track should be removed from the promotion line Coaching is particularly to provide trainees skill to the in-flight duty Cabin attendants who expertise in their assigned positions can coach trainees better than others Even chief pursers can not coach C-class trainees better than senior Cclass cabin attendants They carry out duties every flights and experience the advantages and disadvantages of each flights in order to better Mr H K VNA issue high standard for selecting chief purser Many part-time cabin attendants can be qualified the positions Hence, they sign contracts every three years After promotion, they leave VNA as for not engaging to the company” Ms T Th It is difficult to become instructors due to the requirements of the job Additionally, not many cabin attendants like instructor job 74 Ms L D Instructor is also an interesting job, but it take so much time to prepare lessons before class and read materials Not many people have the ability of teaching 6.1.4 Profiles No Name M T Gender Age Male 50 Degree MBA Maastricht Position ● Senior General Manager of Quality Assurance of VNA’ Flight Training Center Experience Working for VNA since 1990 ● Instructor for In-flight Safety ● Chief Purser on VNA’ flights N Thug Female 50 MBA – The Southern Columbia ● Deputy Manager of Aviation Specialized Training Department of VNA’s Flight Training Center Working for VNA since 1990 ● Instructor for In-flight Service and Soft Skills ● Chief Purser on VNA’s flight N B N Try T Th L D T M Female Male Female Female Male 46 MBA – 48 The Southern Columbia Bachelor 50 48 43 Bachelor Bachelor Bachelor ● Instructor for In-flight Service ● Chief Purser on VNA’s flight Working ● Chief Purser on VNA’s flight Working ● Chief Purser on VNA’s flight for VNA since 1990 Working ● Chief Purser on VNA’s flight for VNA since 1995 Working ● Executive of Quality Assurance Department of Cabin Crew Division for VNA since 1992 for VNA since 1995 Working for VNA since 2000 75 No Name H Kn 10 11 12 13 A Try Đ Nt L Kh T K N Hh Gender Age Degree Male Male Male Male Female Male 50 50 43 44 46 52 Bachelor Bachelor Bachelor Bachelor Bachelor MBA Position ● Instructor for In-flight Safety ● Chief Purser on VNA’ flight ● Instructor for Russian ● Chief Purser on VNA’ flight ● Instructor for In-flight Safety ● Chief Purser on VNA’ flight ● Instructor for In-flight Safety ● Director of Cabin crew division of Cambodia Angkor Air ● Chief Purser on VNA’ flight ● Instructor for In-flight service ● Chief purser on VNA’ flights ● A general manager of CCD Experience Working for VNA since 1990 Working for VNA since 1994 Working for VNA since 1997 Leave VNA in 2018 and become Director of cabin crew division of another domestic air carrier Working for VNA since 1992 Working for VNA over 20 years 76 6.2 References VNA About us-history [Available from: https://www.vietnamairlines.com/vn/vi/vietnamairlines/about-us/history (2) Department VQA Vietnam Airlines' Quality Manual 2019 [updated 02 Aug 2019 Available from: http://vportal.vietnamairlines.com/_layouts/officeone/ViewFileSharepointWithEncryptPath.aspx?p=C qwBSh8LnNALe6d2DoSAIrIrH6xcrisPkzy7YFN2ON6m1lUdmjW2fOs0bWRaU3BsmPkd0-2B- Zvu-2F1jcn323YNxM1W4sSmt6jdx-2FZ5YyPusQNyefPLN7l04ACSvqYcsNlxC&authId=zQuAVV4IhO8GqicDDSA6o0lvIHCAhVMmOb T5IKMcPOhRBlo0AMjLhuO-2F-4Nyv4kz3s9nofuKdR07TYjiRQ-2FFD9SD08hlqfpp7tQNwpNfcN6UJbAO3MF-2F-s-2B-rs-2F-CnsZuj5xsjoI-2F-wFax-2B-MyPucI1HrO5A3D 3D-&dkfjkdfjkdfj=default.aspx (3) VNA about-us-leadership 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An Investigation in State and Other Sectors in Vietnam Public Organization Review 2015;15(4):565-79 (46) Qayyum A, Sukirno, Mahmood A A Preliminary Investigation of Employee Motivation in Pakistan's Banking Sector Research & Practice in Human Resource Management 2011;19(1):38-53 (47) Mafini C, Dlodlo N The relationship between extrinsic motivation, job satisfaction and life satisfaction amongst employees in a public organisation SA Journal of Industrial Psychology 2014;40(1):1-13 (48) Gov O The complex relationship between intrinsic and extrinsic rewards Economics and Business Review 2015;1(4):102-25 (49) Conforti MFE Practical Applications of Maslow's Theory of Human Motivation in Industry Occupational Health Nursing 1972;20(12):10-3 (50) Kareem MA, Hussein IJ The Impact of Human Resource Development on Employee Performance and Organizational Effectiveness Management Dynamics in the Knowledge Economy 2019;7(3):307-22 (51) VNA MyID Travel Benefits 2019 [Available from: http://spirit.vietnamairlines.com/vi/emagazine/emagazine-81/infographic-tang-che-do-cho-nldtren-quy-che-cap-phat-su-dung-ve-mien-giam-cuoc-2017-hdqt-3364.html 79 6.3 Appendix 6.3.1 VNA’ quality Manual – page 2.2/P5 6.3.2 Quality Manual of Cabin Crew Division, Revision 08, 12 December 2018 – Page 51 6.3.3 Task cards of Chief Purser and C-class cabin attendant Task cards of Chief purser and C-class cabin attendant (in twin-aisle aircraft) Chief Purser Phases of ● Adjust cabin light flight After take-off ● Chief Purser or assigned cabin attendant makes “After take-off” announcement ● Check cockpit and serve meal/drink to cockpit crew upon request ● Turn on airshow and movie/ video program according to entertainment menu ● Make relevant announcements ● Assist C-class cabin attendants in taking C- C-class cabin attendants ● When “Fasten seatbelt” sign is off, turn on electricity system in galley ● Draw curtain between cabin and galley, prepare for 1st service ● Offer baby basinets ● Take passenger’s orders for main course ● Galley duty CA2: + Arrange and manage galley area class passengers’ order for main course and set + Prepare in galley: meals, beverages, table-cloth (after carrying out necessary tasks) serving equipment, bar cart, meal ● Assist C-class cabin attendants in serving Cclass passengers (1st service) carts,… + Supply necessary items for other ● Supervise meal services conducted by cabin attendants in C/ I/ Y class cabins cabin attendants to serve passengers + Assist Chief pursers in serving ● Arrange time to be present at economy-class cockpit crew (Y class) cabin in order to supervise, assist + Assist serving C-class passenger after cabin attendants and communicate with Y class completing galley duties passengers ● Communicate, assist and take care of passengers ● Instruct Y class cabin attendants to join in selling duty-free (chief purser, purser, C-class cabin attendants) (if any) ● Assign C-class cabin attendant to clean, tidy up cabin after serving meal ● Serve C-class passengers in accordance with service procedure ● Carry out tasks assigned by CA2 ● Assigned CA cleans, tidies up cabin after serving meals ● Make sure that galley and cabin are always tidy, clean and safe ● Communicate, assist and take care of passengers and cockpit crew 80 ● Keep cabin and lavatories checked & cleaned regularly ● Discuss with chief purser (as there are chief pursers on the long-haul flights) to take turn serving passengers/ having a rest ● Assist C-class cabin attendants in serving C-class passengers (2nd service) ● Sell duty-free goods (Chief purser, Purser, C-class cabin attendants) (if any) ● Frequently offer in-flight facilities, clean cabin and lavatories ● Prepare for 2nd service according to the time set by chief purser (if any) 6.3.4 MyID travel benefits of VNA One of VNA’s benefits offering to the permanent chief pursers is MyID Travel Benefits The benefits (51) consist of MyID90 and MyID75 Chief pursers working for VNA over 20 years are annually offered 12 tickets of MyID90 The others who are less seniority will receive less than 10 tickets every year This means that they can get 90 to 75 per cent discount on their air tickets The discount air tickets are also value in the Sky Team Airline Alliance consisting of 20 air carriers with accessing to 1,150 destinations in 177 countries The employees have chances to enjoy a “global travel seamless” with the lowest prices 81 6.3.5 Promotion line of VNA Promotion line Position Duty and responsibility Seniority Normal Y-class cabin attendants C-class cabin attendants Purser Chief Purser Position Y-Class cabin attendants Normal FastTrack Educational qualification Normal FastTrack TOEIC 550 • Y-class cabin attendants; and • C-class cabin attendants • Chief pursers on the singleaisle aircrafts • Pursers manage and supervise Yclass cabins on the twinaisle aircrafts 700 flying time of Yclass experience 500 flying TOEIC time of Y- 550 class experience TOEIC 650 High school Diploma 1.500 flying time of Cclass experience 700 flying TOEIC time of C- 550 class experience TOEIC 700 Bachelor Regular Bachelor Chief pursers on the twinaisle aircrafts 2.000 flying time of purser experience 1.000 TOEIC flying 600 time of purser experience TOEIC 700 Bachelor Regular Bachelor Duty and responsibility Seniority Normal Service Examiner FastTrack English ability • On-board assessment before certifying the positions • On-board coaching 3.000 flying time of chief purser experience FastTrack 2.000 flying time o chief pursers Regular Bachelor English ability Educational qualification Normal FastNormal FastTrack Track TOEIC TOEIC Bachelor Regular 600 800 Bachelor 82 ... choosing cabin attendant profession, job stress or work intensification is unavoidable in all airlines Examining another potential cause is training All training programs of the airlines in Vietnam. .. resulting from job dissatisfaction of chief pursers who are managing the in- flight service quality of cabin crew The purpose of the thesis is to find reasons influencing job dissatisfaction of chief. .. 5-star ranking and 44 airlines have received 4-star ranking including Vietnam Airlines 1.5 Company context Vietnam Airlines is a national flag carrier in Vietnam The mission of Vietnam Airlines stipulated