Professional Documents
Culture Documents
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Introduction
The present research study intends to investigate the relationship between Cultural differences of Government and private organizations. There is a decline in service of government organizations since last couple of years and its need of the hour to investigate the facts and figures which resulted into decline. We will take example of two organizations here, one from government and second from private. PIA will be representing government and Air blue will represent private organization. Pakistan International Airlines has been an air travel pioneer since its inception in 1955. Their vision and mission compromise of being world class airline by exceeding customer expectations through their valued employees while working on a mission to become a global airline by offering customer services and innovative products.
This would be only managed by cost effective measures in procurement and by using state of art technologies. Their values include 5 major elements which are customer expectations, service, cohesiveness, reliability and safety. All of these sets of pure commitment prove that PIA is an airline emerging as a serious competitor among its league. Air blue on the other hand is a newly emerged young airline Started in 2004. Air blue offers world-class travel to many cities within Pakistan. Started with a significantly low budget as compared to the normal requirement of airline birth Air blue has displayed their professionalism to become a successful airline. Air blue now offers flights to Dubai (UAE) from four different
Pakistani cities, and has started its service to Manchester (UK) in 2007. Air blue has integrated unique innovations to ensure security and affordability. Among these are complete online reservation systems and mobile airport check in procedures. Air blue aims to focus passengers comfort at prices that offer value for money and have efficient staff taking care of the customers with respect. This research study is considered to be worthwhile as it examines the cultural environment of Pakistan International Airlines and compares them with the cultural environment of Air blue. Essential feature of the current study is to investigate the culture of both of these airlines which ultimately effect the expectations of their customers. This study is focused on those dimensions of cultural difference and their impact on service quality which will facilitate the selected airlines to better assess the expectations of their customers.
selected Pakistan International Airlines and Air blue from the airline industry ofPakistan to investigate cultural differences of government and private sector. So this study will help these two airlines to be aware of the cultural environment within these organizations and prioritize / improve their work cultures. The brief overview of Pakistan International Airlines and Air blue is as follows: Organizational culture could be measured quantitatively and qualitatively. The quantitatively measurement would include key cultural dimensions and the qualitatively would include stories, incidents, and symbols that represent the immeasurable ambience of the organization.
The second area to be discussed is service quality. Service quality is the result of a complex network of several dimensions. The dimensions which can be also classified as parameters are reliability, tangibles, responsiveness, assurance, flexibility, safety, appearance, usability, and empathy. Reliability is the ability to perform service accurately. In this particular project it could be reliability of either PIA or Air Blue to fly their flights on time as described on the schedule without any delays. Tangible consist of appearance of physical facilities which would be cabin appearance.
Responsiveness represents willingness to help customers, like arranging hotel facilities incase of flight delays due to weather. Assurance reflects the knowledge and courtesy of employees and empathy demonstrates the individualized caring of customers which could be taking care of a sick customer on flight and so on.
the service quality which will result into financial benefit to the organization. Ultimately the financial benefit of the organization will be shared by the employees as well. The study will help examine the culture; this will be done with the help of parameters of both organizational culture and service quality. After the final analysis it would be clear which of these two organizations have a better organizational culture and out of these which of these customers are more satisfied with the service they are availing.
This will substantially help the organization which needs improvement and this improvement could be in any of those main elements of this project which is service quality and organizational culture of the organization.