Background of Oman Airways
Discuss about the Oman Airlines Operations Management Study.
Operations management has been one of the central functions of any organization. This is simply the process of overseeing the overall operations of an organization or company including customer service, human relations, marketing and other activities that foster the company’s goals and objectives. This case study was carried out by an executive holding a middle management post at Oman Airways. Oman is one of the leading flight provider company located on the rounds of Muscat International Airport in Seeb. His main roles being an Mid manager was to implement the company’s strategies in the most efficient way, creating effective working environments, administrating the overall work process and making sure it is compliant with organization’s requirements and finally leading people and reporting to the highest level of management. This was between the years 2009 to 2014. The flight company currently operates in all international countries but has its main offices in Seeb Muscat. It utilizes a number of operation and management strategies to enhance its activities. Additionally, customer contact has been made easy where the clients can book for flights online at www.omanairlines.com using a hotmail [email protected] The company has undergone a series of issues in its flight operation ranging from risk management, humans relations and capacity planning. This study, therefore, is set to discuss the three issues and how the organization can improve on them using the suggested project to enhance efficiency in operations. The aim of this study was to analyze the problems related to the company’s operations management, strategies used and give recommendations for the problems.
In the American Journal of Cardiology by (Goldfarb, Tellier and Thanassoulis, 2014, p.168), Oman airways operates mainly from Muscat – Seeb International airport (MCT) since the year 1981. The organization became a civil aircraft ground handling provider at Beit Al Falaj Airport, as Additionally, (Poplar, 2014, p.67) also states that with more than 10 million passengers of all classes love traveling with its crafts yearly which makes it able to maintain its service delivery scope. The Oman website is made in a manner that describes to viewers exactly what it provides. Additionally, Oman makes it well know to all its passengers that they are not just booking for a flight but saving their money as well. However, this flight provider company has been facing stiff competition from its close competitors which have been offering flights at relatively cheap prices making them share market equally. Oman has been lately criticized for its service delivery and lack of development with only a single version of efficient working system which can serve a good amount of clients at the same time. This has made the public relation and operational departments be in a dilemma of whether to use online service promotion to attract customers or continue with traditional scopes. Since consumers have different tastes and preferences in terms of its service delivery with its competitors, it has been an issue facing the pilots and flight engineers as it cannot offer a variety of drinks as compared to its competitors. The slowly and very limited improvement in service delivery of Oman can be criticized despite the claims that the company has been doing well in international flight service providers internationally. Although the company has shown focus in its operations, it has been difficult for the company to overthrow its competitors. This case study has majorly concentrated the critique of its operation management strategies and solutions recommended for the same.
Issues Faced by Oman Airways
According to the book Fusions of feeling and theory in administration by (Dalton, 2017, p.34), operations management consists of areas of management which are related to productivity, quality and cost of operations function not leaving behind strategic planning. Operation management therefore not only covers manufacturing processes but also the support processes which add value to the supply chain. In this case study, Oman airlines can streamline its operations to meet the demands of its travelers. This can be done through a coordinated strategy which aims at enhancing long-term and short-term organizational objectives. Some of the tools that flight’s operation manager can employ to improve effectiveness and efficiency in the company’s service delivery include lean manufacturing, total quality management, and business process re-engineering which can be integrated by an information system. The operations manager will have roles which include predicting market conditions that impact growth and service demand and state of the company, identifying performance gaps and areas which need improvement, spotting current service level targets necessary to meet travelers’ satisfaction goals, allocating resources required to meet the projected service demand for clients, fostering the company’s staff training and development, reviewing its service portfolio and financial plan implementation.
Some of the operational principles related to these roles include continued rapid improvement, focus, organizing resources, investment in human resources, visibility management cut set up, knowing the competitor and total quality control just to mention but a few(Jacobs, Chase, and Lummus, 2014, p.533). All these principles in this literature apply to Oman airlines and the operations manager can use the operations system to complement some of them in organization practices for efficiency. For Oman to enhance its operation, the operations department has an obligation of investing in the human resources who include air hostess and pilots. Human resources include the workforce which necessitates service delivery at the airport, processing tickets and marketing the company’s tickets in international countries.
As a focused company, the most important aspect is the application of principles of operations in daily activities. Many companies fail to reach their target because of failure of operations manager to implement operational roles in the organization. Operations department acts as an engine of the organization. It is the propeller(McDonald and Wilson, 2016, p.56). Anything that happens, be it marketing related to sales, must be necessitated by operation activities. As stated by (Tan, Pieper, Piccoli, Abdi, Foglierini, Geiger, Tully, Jarrossay, Ndungu, Wambua and Bejon, 2016), the Oman customer chain analysis is an analytical tool which can be integrated to realize business activities that can create a competitive advantage as well as value for the company. The company through the use of wall-to-wall service provision principle, which states that any service activity which pertain the flight provisions should take place within the organization’s airports. This principle has managed to efficient and controls all activities of Oman airlines for the past years. Additionally, it has reduced the cost of production since the flight accounting departments conducts all activities at a commonplace. Additionally, Oman has utilized the easy come, easy go principle in its operations. In this strategy, travelers can easily book for a flight back to their destinations as soon as they want. It has necessitated service deliveries to all classes of travelers.
Operational Principles in Oman Airways
In relation to its competitors, Oman Flights Company has been holding good market share at the present date. However, many companies have entered the air transport market and share a good percentage of its Seeb market(Teigeler and Hahne, 2014, p.67). The company has been using various operation management principles in order to maintain its supply chain practices. For instance, through the market share cutting, the other key players in the transport sector which have been sharing Oman’s market have faced a stiff competition. Despite this, Oman airline has been striving to improve its operational activities to overcome their market threats. The concept of customer relations is seen by operations manager at Oman airlines as vital and plays a crucial role in officiating production of its flight services. The operations manager at this industry strives at enhancing customer service to enhance technical service. In the journal Organization customer service efficiency, (Mushtaq, Akram, Khan, Khan, Shahzad, and Ullah, 2017) argues that the level at which an organization’s customer service is efficient is directly related to the extent of customer contact in that particular organization. This concept can be related to other concepts relating to wastage which states that the more time an organization takes to employ personnel to manage customer contact, the more time they will be neglecting other aspects of operations. The organization has managed through customer contact concept to lead a great prospect of requests from its customers convincing them to travel with them and abandoned other flight company providers due to the quality of service they receive.
In the Kaizen concept, Oman has left the role of leading other employees through the operations process to the operations manager. However, it has had no setup group in which Kaizan principle could be integrated into its operational activities. This principle has been a great factor because it sets Total Quality Management and helping to free up efforts through improvements in productivity among the employees in the company. Total Quality Management is part and parcel of the operations management process of any organization and has an important role in conjunction with the other operation management concepts. (Tomczak, Reinecke and Kuss, 2018, p.14) argues that a management system which is an integral part of the company strategies aims at continuously improving product service quality in order to achieve a strong customer relationship with the company. This is linked to operations management of a company and is linked to this airlines firm as well. As a manager at Oman, one is required to comprehend the needs of each concept of operations management and how they affect the overall success of the organization, how customer loyalty and employee morale additionally applies in simulating an organization for future plans in the flight industry. Additionally, the operations manager should be acquainted with the rationale of installing these concepts in the company’s ethos.
Operations Management Strategies for Oman Airways
As defined by (Becker and Smidt, 2016, p.149) in the Risk perspective on human resource management, Risk management is the continued process which is directed to identifying, analyzing, evaluating, treating the loss exposures and monitoring risk control as well as financial resources required to mitigate the adverse effects. Risks may be accrued as a result of operational, financial, strategic or even peripheral losses. These risk exposures are usually in terms of; property which comprises of real and personal, tangible and intangible exposures, net income where a reduction in revenue or an increase in the company’s expenses can lead to loss of properties and resources and lastly risk exposures may be in the form of liability(Waemustafa and Sukri, 2016). This happens when an organization for instance in this case study, Oman airline’s civil and statutory laws. Lastly, risk management of an organization may be in the form of personnel through the death of a staff, disability, retirement which may be catastrophic to the company’s operating activities. Human resources for instance pilots are very essential in the operations of Oman airline and any loss to in terms of accidents can be a risk exposure. The company has no obligation to calculating and being prepared for the risk which are expected and probable to occur in the near future during the operations.
Risk management has been a daily practice, in this case study, it was reported from the findings of ( Elitok, Öz, Panc, Sar?kaya, Sezikli, Pala, Bugan, Ate?, Par?ldar, Ayaz, and At?c?, 2016) in the Anatolian journal of cardiology. In this journal, this flight provider organization has been facing a lot of risks which have been a tough huddle to manage. The operations manager has had insufficient scope and strategies to deal with risks as they come since they majorly aim on risk financing techniques which include retention of losses either by design or omission. For instance, employees who have passed away during their line of duty say fatal crushes have been replaced by hiring other competent pilots and machine operators to replace them and families of travelers compensated. Flight accidents continues to be a major challenge for the company since loss in human capital has great impacts on the service delivery and operation not forgetting customers who fear booking the flights(Porter and Kramer, 2019, p.328). Hiring a new pilots, air hostesses cannot work as efficient as it was before since the new employees have to adapt with organization’s culture, know the goals and values in order to internalize in to the whole service provision system.
Total Quality Management
The organization has set borrowing of funds through bonds as a form of capital to carter for its risk exposures. Since it expects a lot of risks in one during every operation period, accounting experts suggest that a company can take bonds from governments and pay them in later years. However, this is a big loss as the company has ended up buying bonds and paying dearly as the bonds expire. This has been a risk exposure strategy that has raised concern in the company’s business operations(Mohanty and Mukhopadhyay, 2017, p.120). Additionally, the company has utilized the strategy where it sets a risk management team which calculates the expected risk during a certain period and presents it to the finance department where funds are allocated. In the case of misfortunes during operations, the company uses the allocated funds to cover the risks that occurred.
The study has suggested that for flight provider organizations, the best strategies to deal with the risk exposures would be control strategies rather than financing techniques. In the control strategies, Oman can repair damages before they become worse of and avoid father expenses. This can be done by occasional repair of planes and employment of competent pilots. The study also suggested that the company can utilize numerous favorable risk management techniques which are related to control. For instance, the company can make sure that it employs competent plane operators where at least each plane has more than one operator. Avoidance of activities which cause risk occurrence can be a better strategy from getting loss during operations. Despite the fact that some losses cannot be avoided, reducing the chances of them occurring can save a company’s resources than waiting for the loss to occur and finance. The company can also indulge in higher insurance premiums from big organizations which can successfully replace the bond strategy(Assa, 2015, p75). Bonds seam beneficial initially but in the long-run, the company suffers big losses. Lastly, the study suggests that the company should have contractual transfers of responsibility for loss to occur. Contractual transfers helps in reducing loss severity and frequencies. Instances of loss occurring can be reduce by utilizing the control strategies rather than financing strategies. These recommendations base on the fact that although losses are foreseen and unplanned, they can be predictable using various means.
According to (Cascio, 2018, p.3), human relations are simply the rapport between workers and the organization’s management. It is a core value in any organization that aims at training employees, and addressing their needs in the organization. Human relations planning are the setting up of strategies which govern the relationship between the organizations, its workers and even extending to the customers. A company with good human relations strategy has chance of doing better in a competitive market structure. Human relations planning has a major role of making workers work together, improving retention by avoiding employee turnover, motivating employees and fostering creativity in the organization through workers. All this activities are operation-related and are conducted by an operations manager. Planning for these strategies should therefore be based on the goals and values of the company and is usually conducted by a specific team. Planning also helps the organization know the required workforce to hire in order to improve operations efficiency. Scholars have suggested various models which can be used in human relations planning. However, this case study states that the key elements in the planning model are forecasting staff needs, evaluating supply of employees to determine who is needed based on performance in various departments and lastly balance and supply-demand (Frey and Osborne, 2017,p.254). This last element states the major role of planning which is to balance supply and demand in operations and other activities in the organization. The model below can be used to show some of the elements of human relations planning.
Conclusion
Human relations planning are as essential as any organization’s planning activates since it influences the key players in the organization production and all other departments. For this plan to be effective in a company, all the factors and players must be effective. Since human relation is geared towards effective relationship in the organization, an effective plan will be characterized by mutual co-ordination of departments and workers in the company. In a successful plan, there is a result of effective communication between the subordinates and top employees. The level of downward and upward communication becomes efficient on condition that there are good human relations in a company. Operations manager being part of topmost key players in a company has to play a major role in unifying employees(Porter and Heppelmann, 2015, p.96). Therefore, we can evaluate effectiveness of HR plan by viewing the accomplishment of demand forecasting in an organization which is an end goal.
With the many branches established in all international countries starting from Seeb, Oman airlines has been striving to satisfy its employee needs with good pay. The company has concentrated on employing more workmen in the service departments at the main airport to ensure continuous flow of its products. However, the mode of selection is not very clear on how the company gets its workers. In relation to its customers, the company has highly invested in content marketing and use of Public relations strategies(Howell & Anheuser Companies LLC, 2015, p.486). It has one of the most followed social media sites and uses its content marketing strategy as its main marketing technique for its day to day flights. The company has emphasis on the shift in emphasis from task to worker. It goes beyond physical contributions for example creativity, cognitive and emotional aspects of workers. Additionally, the company’s human relations department has a major objective of enhancing social relationships which goes hand in hand with organizational behavior. Workers are free to air their views, complaints, suggestions and feelings about their working conditions. According to (Varela, Thompson and Rosch, 2017, p.75), the major themes of human relations which include communication, self-awareness, conflict resolution and motivation have been widely practiced. The company motivated its workers and aims at maintaining good human relations among its employees.
The organization should first and foremost have an efficient hiring process where it notifies all potential employees to apply for available vacancies there after follow a stated recruitment technique. Additionally, Oman’s operations manager should and other managers from all departments should create an environment which is favorable for all workers in the organization, this will motivate workers and make them meet their target. Sales representatives should be highly motivated by for example setting them commission if they meet a certain target.
Literature defines capacity planning as the highest level to which operations can be conducted(Ibarra, Delgado, Giesen, and Muñoz, 2015). It additionally states that the level of capacity entirely depends on the processes which are involved in operational design stage. This means that, for any organization to effectively plan and control its operational activities, it has an obligation to focus on its long-term strategies and also short-term goals and objectives. In the case of short-term planning, the commonly used term is academic or aggregate planning and is often used in cases where there are variations in the organization’s products and services offered. It therefore acts as a provision of general overview of quantity of products demanded. According to (Kautonen, Gelderen and Fink, 2015) in the article Entrepreneurship Theory and Practice, the prerequisite activity which follows capacity planning is effective forecasting. Companies can make use of capacity planning by initially understanding and having general knowledge of the variations in demand of their flights in the market. ( Urciuoli and Hintsa, 2017, p.85) states also that managing a company’s capacity and demand is vital in the air transport sector because of the many problems related to finance and human relations for airline service provider companies. Capacity planning will help companies in the air transport sector plan.
Since demand is an important factor, Oman Company uses a variety of strategies in ensuring it makes good use of periods when demand for flights are high and makes maximum profits. These periods the organization does a lot of advertisements of its services on television and social media to catch a lot of clients. The company has set a team of researchers who go to various countries and conduct surveys about what people say about the organization’s services. This helps the airline company to know the level of demand for tickets and be able to know how much resources should be allocated for specific countries which include its workers and planes. This feedback is then reported to the company where decisions are made by a senior administrator operational managers being one of them. Since the company also operates currently in many international countries. It majorly uses forecasting strategy to determine the level of demand for its services in various countries at all times. Additionally, the company targets a specific variety of customers who are majorly the businessmen since they travel occasionally to conduct their businesses in various countries. Forecasting team draws trends in demand of the company’s products in various markets. For instance in summer, their flights are highly demanded in some countries as compared to other countries. This therefore increases demand which makes prices for flights rise a little bit and when demand goes low, the prices go low as well. Capacity planning however can be criticized in the sense that the market researchers might collect wrong information to the company and this might have an impact on organizations operations since having wrong trends will lead to making of great losses.
Oman airline has to neglect accessing its market demand based of speculations and forecasting. The company can make use of information systems which can be efficiently integrated to keep records about market trends since it started operating. These information systems can be enhanced by an agile system probably a scrum methodology. This helps in analyzing data and predicting market trends for the past years and predicting what the company may expect in the future.
The company has been facing relative competition from its rivals in the air transport industry because it has been reluctant inefficiently using the operational concepts. To begin with, the company has been forecasting for its flights demand through speculations where strategists are taken to the air transport market to access the market(Blackburn, Lurz, Priese, Göb, and Darkow, 2015). This has been a difficult encounter as it is not easy to get a specific number of customers who use Oman Airways for air transport. Some of the people who have ended up being interviewed are not even clients who love using Oman Airways for their flights but due to logistics and the strategists must go back with data, they are forced to manipulate figures for logistic purposes. Manipulation of figures has resulted to wrong trends in predicting the air transport demand for Oman Airways’ services in the transport industry and makes the company come up with a non-effective capacity plans.
Secondly, the company has been facing unprecedented cue of losses as a result of misfortunes related to risks. This has been so since it has been basing its risk management techniques to be finance-oriented rather than control measures. Other companies in the air transport industry market have which been using control methods to avoid risks have ended up reducing the risks which occur to them. This has made them spare a reasonable amount which would have been used for improving the quality of their airways’ services and hiring more human resources to facilitate production of their services. Oman Airways has therefore been made to stand along the red line as compared to its competitors in the air transport.
Lastly, it is evident that employees work for the organization depending on the relationship the organization management creates with them. An organization with a good employee relationship often experiences high profits since the workers feel part of the organization and work hard to getting at the top. This company’s workers are very motivated in working and love the company’s services. They work hard due to the favorable working conditions and make the company continue grabbing potential market for other air transport related companies in international countries. Therefore, for Oman Airways to do this, they must have a clear workforce motivation which will drive workers to work efficiently for a common objective. The company needs a well defined human relation strategy for planning and carrying out of its operational management activities.
The information system in Oman Airways will help the company achieve its long-term and also short-term objectives. The information system will also serve Oman Airways three major roles. It will act as a data storage and analysis system. Oman Airways has been striving in the air transport industry where factors such as recession, inflationary pressures and increased competition has been prone and have been hindering it from achieving its goals. The agile system will keep the company’s data and make use of sophisticated and comprehensive strategies like scrum. This will also integrate information from various sources inside and outside the company hence keeping it up to date with its internal performance, external opportunities and threats. Developing an agile system will help the company in its long-term success as its strategies will be more efficient based on accurate forecasting. The operation management team will use the information system to formulate strategic plans which will be used in making decisions. Additionally, the analysis and comparison that the agile system will perform to air transport trends will help Oman Airways to analyze the adequacy and quality of their strategic decisions(Lockard, Block and Macdonald, 2015, p.76).
Information technology will additionally help Oman Airways to carry out its business processes. For instance, the company will be able to develop a large number of value-added techniques which will be integrated with the service providing cycle in ensuring that the quality of services provided by Oman Airways complies with the requirements of various quality management standards globally. The company will also manage to do away with unnecessary activities and simplify business operations hence controlling employee processes, ensuring that only users with applicable rights can perform certain tasks. Lastly the information system will eliminate repetitive tasks by increasing accuracy allowing employees to settle on only high level functions. Additionally, information system will help Oman Airways to come up with a better project plan and implement it, effectively monitor and have comparisons with lately established criteria.
An Agile System is a methodology which was begun in the mid 1990s and has recently gained a significant traction in and out information technology departments. The system is suitable for ever-changing business landscapes. This system has two common approaches which are scrum and Kanban(Munger, Sabio, Short, Schmidt, Virnetz, 2016). Oman Airways needs to introduce an agile system which will ensure smooth running of its operational activities. The agile system has features which can be integrated in the company for quality performance. With a series of iterative development cycles called sprints, where work can be subdivided into small units, agile system can serve as a best project which Oman Airways can implement. Additionally, this system also allows for highly collaborative team working cycles characterized by daily scrum meetings. The system has a transparent process which opens communication with stakeholders and project management approach which can be reinforced with a lot of online agile project management tools Jira being an example. Lastly, agile system allows for review of services frequently throughout the agile development process paying emphasis on an internal and external stakeholders directed at an inspect and adapt approach which is vital for many companies for instance Oman Airways.
The operation manager will have to utilize a series of steps in implementing agile system which will help the company improve its profitability, human relations and other managerial functions. The implementation stage will begin by formulation of a cross-functional team of developers called agile system team developers. This might be hired professional who will work close with some top or chosen employees. The company might hire for instance a scrum master to act as a facilitator of the team. The scrum master will initiate a range of best practice project initiation documents which include risk log, project plan and project initiation document. The three key players will have to be in collaboration with Oman Airways’ recommended principles. Additionally, the master will have to look at both the internal and external factors affecting the company and deciding on the next step or best strategy to use.
The master will plan sprint planning meetings which will be held to plan key activities for the company. This may take about two weeks of the development cycle. Sprint meetings will identify all project requirements which will then be placed in a project backlog and moved to the sprint backlog after sprint planning(Larson, Short III, Munger, Williamson, VirnetX, 2015). Daily scrums will be held for a maximum of 15 minutes to review the work progress during iteration. In this stage, the master will focus majorly on stand-ups which each member of the team has to undertake. The master will find out what each member found out and ask them their obstacles in undertaking the specific task. A sprint retrospective meeting will then be held to inspect, adapt and improve operational. The agile system will work for all departments of the company to accomplish its operational and management roles. The agile development process should the in a series as shown in the figure below.
Only senior programmers are capable of taking the kind of decisions needed in the agile development process(Cooper and Sommer, 2018, p.17). This system has no place for newbie programmers, unless combined with experienced resources. Additionally, the agile system development is costly since its implementation will need hiring of an expert, for instance a scrum master. These people are usually experts who have taken their time in studying information system development and information technology. They will require a handsome amount which could have been used in other operational activities. For this case, Oman Airways will have to pay its system developer huge amounts of money for the services. Additionally, it is not a guarantee that the system will always work as expected, as shown in the development process, the feedback from clients might be negative and in that case there will be need for repeating the entire process. This will as well be a waste of resources of the company. In case of some software deliverables, especially for large ones, it becomes a hard task to assess the effort required at the beginning of the development cycle. This will take the scrum master or the system developer a lot of time at the expense of the organization. Similarly, the developer might have wrong perceptions at the beginning which may lead to developing a system which cannot apply to the company. The agile system also lacks emphasis on the necessary design and documentation for all departments of the company being implemented and the project can easily get taken off track if the customer representative is not clear about the final outcome they want(Sharma, Kulkarni, and Parlik, 2017). For Oman Airways case, customer may not be in a position to describe the quality of services they want to the system developers and this will lead to implementation of systems which do not satisfy customers still. Since the feedback of the customers is what determines the success of the agile implementation, it would be challenging for the developers to know exactly what customers need. Oman Airways Company may also face great data loss in the case where the system breaks down.
As stated by (Beikkhakhian, Javanmardi, Karbasian, and Khayambashi, 2015), after implementing the agile system, the main concern becomes how the company will know the success of implementing the information system. Evaluation of system effectiveness will have much to do with the response of customers and employees in the company. Positive response will for instance include a rise in demand for Oman Airways flights in international air transport. This will be after a successful implementation of agile methodologies in revising operational activities and also managerial functions. Managerial functions will enhance efficiency, customer-organization relationship which relates to the human relations department. The agile team must be measured to ensure development was effective. A good system implementation should have covered all the system elements and procedures, should be easy to collect and conform to the agile principles. This should be in collaboration with the goals of achieving Oman Airways’ customer values without causing any metric dysfunctions. At the end of system implementation, the company should have reduced risk exposure related to workers in the company as well as financial risks. Oman Airways Company will achieve good employee-organization relationship which will motivate employees to work to attain the company goals. Oman Airways Company will also be in a position to detect the accurate number of flights during certain period of time since forecasting will be improved which will lead to efficient capacity planning based on the company’s air transport demand. The developer can create a report card for evaluation of this project. The report card will have a score of 100 and presented in the form of a questionnaire. The system developer will create a Oman Airways company project evaluation card for each sprint and date the sprint was conducted(Subramanya, Mustafa, Irwin, and Shenoy, 2015). The following questions can be included in the card where each question carries a minimum of 100 marks. For example, questions related to value of delivery in terms of prioritization, quantity, business needs should be filled out of the 100 marks. Were the committed features of the system work as it was expected? Was the timeframe commitment met? This state if the implementation worked within the stated time. Were any changes communicated effectively? These changes might vary depending on the nature of work in various Oman Airways departments. These records can be as shown in the table below.
Conclusion
Oman Airways Company can overcome its threats by implementing an agile system which will serve in improving its operations management activities. Operation manager at Oman Airways Company has an obligation to conduct all operational research and ensure that the company’s activities are eared to achieving its long term objectives. Since the company faces a series of problems starting with risk exposures, the company can use control strategies rather than financing strategies. The company can use its system to conduct a good markets forecast which will help it to plan for the total flights at a given period of time in the future. The operations manager can also use the agile concept with the help of an agile developer and his team to improve human relations which will foster efficiency in the organization.
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