Airasia Swot Analysis

CHAPTER 1 EXECUTIVE SUMMARY

This proposal describes the training plan provided for AirAsia flight attendance which is emotional intelligent training. The objective of the training is to make AirAsia the most preferred choice of Airlines. In order to fulfilling passenger needs, AirAsia need to provide good quality service. By provide emotional intelligent training able to contribute towards customer satisfaction and service quality. A SWOT analysis was conducted and presented in situation analysis. The details of our training which includes our target audience and benefits are listed in the proposal. The method of the training is using Instructional Design Model: ADDIE. The training should be done every half year for a better result. Lastly,

Based on findings, the second highest gap need to be fulfilled is empathy. Empathy is defined as the ability of the organization to provide personal attention and care to customers. It shown that, customer service provided by Air Asia are low and not pleasing. These problem need to solved immediately in order to satisfy the need of customers and to avoid customers from switching other airline services. Not only that, in order to build trust and loyalty to customers, customer service is the most recommended.

CHAPTER 3 OBJECTIVES

AirAsia company philosophy is, “Now Everyone Can Fly”; In order to made AirAsia as preferred choice of Airlines, providing emotional intelligent (EQ) training able to contribute towards customer satisfaction and service quality. Good service quality can made better choice for more and more people around the world choosing AirAsia.

So after

In the training, the trainer will use Instructional Design Model: ADDIE. This Model have 5 steps which are analyze, design, develop, implement and evaluate. From this training, the trainee able to improve the communication and understanding between the trainee and customers

5.2 Target Audience

We are targeting flight attendance. We choose these group of people because they spend the most time with passenger in the flight. By providing good customer service is the important parts of a flight attendant job. This is because passenger will start to judge the quality of service and comparing what they expected with what they perceive to receive. Besides money, the passenger rely on what they have spent.

5.3 Benefits

After the course, employer will be able to see the effects of the training on the trainee, and employee will notice improvements in performance and results. We believe that these criteria can help us to attract more customer. Ensuring passengers with pleasant travelling experience can make the customer have deeper and better impression. The level of customer service is influenced by the efficiency of flight attendant in meeting the passenger s’ needs.

CHAPTER 6 PROPOSED PLAN

6.1 Methods of Training