Declaration

We hereby declare that the project report entitled “Training & Development Methods” submitted
by us to University of Central Punjab, Rawalpindi in partial fulfillment of the requirement for the
award of the degree of BBA(Hons) is a record of bona fide project work carried out by us under
the guidance of Prof. .. is our original work.

Signature of the Students:

Date: 17-July-2018

1
Acknowledgement

First of all, we are very much thankful to All Mighty ALLAH who gave us health and ability to
write this report. After that we would like to thank our respected Prof. who gave us this project,
which provided wonderful opportunities to learn and also opened a different dimension of
thinking. Last but not the least we would like to thank to PIA’s General Manager Inam Bari, And
Emirates Airlines for their tremendous support, patience and their infinite number of help that
was more essential in the completion of this report and gave the permission to use all required
equipment and the necessary materials to complete the task. It is all about teamwork and
coordination, that we have been able to achieve our goal. Working professionally and effort from
each. Some special thanks go to our team mates, we contribute equally to assemble the parts and
gave suggestion about the task “Training & Development Methods”.

2
Table Of Contents:

Contents
Declaration................................................................................................................................................... 1

Acknowledgement ....................................................................................................................................... 2

1. Pakistan International Airlines: ........................................................................................................ 4

1.1 Background: ................................................................................................................................ 4

1.2 SWOT Analysis: .......................................................................................................................... 6

1.3 Training methods: ....................................................................................................................... 8

2. Emirates Airline: ............................................................................................................................... 10

2.1 Background: .............................................................................................................................. 10

2.2 SWOT Analysis: ........................................................................................................................ 12

2.3 Training methods: ..................................................................................................................... 15

3. Comparison ....................................................................................................................................... 19

4. Conclusion: ........................................................................................................................................ 19

5. Recommendations: ............................................................................................................................ 20

6. References:......................................................................................................................................... 20

3
 1. Pakistan International Airlines:

1.1 Background:

Pakistan International Airlines (PIA) is a national airline, 87 percent of the shares are held by the
government and 13 percent held by public. P.I.A is operating passenger and cargo services
covering eighty-two domestic and foreign destinations. Established in 1955, PIA has a vast
experience in the airline industry of Pakistan with a large fleet of aircrafts. The fleet size is forty.

PIA is a huge corporation with more than 18,000 employees. 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 hierarchy 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

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."

Vision

PIA's vision is to be a world class airline exceeding customer expectations through dedicated
employees, committed to excellence.

4
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 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 that's 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.

5
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.

1.2 SWOT Analysis:

 Strengths:

Strengths are found in the internal environment of the organization. They are the backbone of an
organization. Strengths of an organization can overcome any kind of weaknesses that the organization
is facing. PIA has a number of strengths due to which it is still one of the leading airlines in
Pakistan. These are as following:

1. PIA has status of being Flag Carrier of Pakistan.

2. Highest Market Share at domestic network.

3. Multilingual Staff on Board.

4. Booking Offices in all major cities both at domestic and International.

5. PIA has well established brand as its oldest airline in Pakistan.

6. Subsidized fares.

7. Halal meat available at all flights

8. Electronic ticketing by web and through SMS.

9. Highly Professional Staff.

10. Having Government’s protection.

6
  Weaknesses:

Weaknesses are found in the internal environment of the organization. Weaknesses if more in
quantity can break down an organization easily. They can overcome the strength s as well. PIA
also faces a number of weaknesses which are as follow:

1. Old aging fleet of PIA causing higher operating cost.

2. Huge burden of Employees which cause financial burden.

3. Inadequate space on the aircraft.

4. Charging of higher fare as compared to competitors.

5. Lack of marketing activities as compared to competitors.

6. Poor quality of food/service on board especially in domestic flights.

 Opportunities:

Opportunities exist in the external environment. They need to be recognized and used according
to the business being run. An opportunity recognized and utilized at the right time will be the
strength of tomorrow. Such kind of opportunities also exists for PIA in its external environment.
Some of them are as following:

1. PIA has huge potential market in Middle East if PIA upgrades its fleet.

2. PIA has largest domestic network and by proper route planning PIA can generate huge
amount of Revenue with higher profit.

3. Pakistan Tourism Development Corporation provides favorable market for domestic as well as
international sectors for the airline.

4. PIA can generate more revenue by attracting customers through Web and Mobile Reservations
system.

7
  Threats:

Every organization faces external threats which could do damage to the business's performance.
These threats can damage the business and even could be the reason of bankruptcy No doubt;
PIA is well established and seasoned organization. Yet there are certain threats being posed by
the external environment. Some of them are as under:

1. Negative rising perception about the country, regarding terrorism.

2. Political instability and law and order situation.

3. Rising fuel prices in the world.

4. Over staffing at all levels.

5. Frequently rising Airlines fare.

6. Fast growing domestic and international competitors.

7. Effective promotion strategies adopted by other competitors like Emirates and Shaheen and
Air blue.

1.3 Training methods:

1. On the job training:

In this method employees are trained by their supervisors or experienced employees at the work
place. PIA uses this method to train its employees at every level. Mostly it is used for new
employees. On the job training may be in the form of coaching, job rotation and special
assignments. Under coaching method, the employee is trained by his immediate supervisor.
Such training is generally provided to managerial personnel.

8
2. Classroom based:

Classroom education is one such type. This form of training is the most economical and also
enables trainees to share their opinions and exchange ideas with each other, hence expanding
each individual’s knowledge. Most airlines use this type of education as their primary training
method, whereas PIA uses it only as a basic method, which is collaborated with many other types
of training methods.

3. Conference method:

A conference is a formal meeting conducted in accordance with an organized plan, in which the
organizers seek to develop knowledge and understanding by obtaining considerable
participation of trainees. A subject matter is deliberated by the participants.

The trainees explain the facts, principles or concepts and discussion takes place. The trainees
pool their knowledge and try to find solution to the problem or develop new ideas as per the
inference of the discussion. PIA conducts meetings on monthly basis to train their employees.

4. Programmed Instructions:
In this method, knowledge is imparted with the use of a text book or a teaching machine. It
involves breaking information down into meaningful units and then arranging these in a proper
way to form a logical ant sequential learning program or packages. The program involves
presentation questions, factors or problems to the trainee and the trainer receives feedback or the
basis of the accuracy of his answers. PIA uses this method for the better understanding of the
employees.

9
 2. Emirates Airline:

2.1 Background:

Emirates is an airline based in Dubai, United Arab Emirates. The airline is a subsidiary of The
Emirates Group, which is wholly owned by the government of Dubai's Investment Corporation
of Dubai. It is the largest airline in the Middle East, operating over 3,600 flights per week from
its hub at Dubai International Airport, to more than 155 cities in 83 countries across six
continents. Cargo activities are undertaken by Emirates Sky Cargo.

Emirates is the world's fourth largest airline in scheduled revenue passenger-kilometers flown,
the fourth-largest in terms of international passengers carried, and the second-largest in terms of
freight tons kilometers flown. From March 2016 to February 2017 Emirates had the longest non-
stop commercial flight from Dubai to Auckland.

During the mid-1980s, Gulf Air began to cut back its services to Dubai. As a result, Emirates
was conceived in March 1985 with backing from Dubai's royal family, with Pakistan
International Airlines providing two of the airline's first aircraft on wet-lease. With $10 million
in start-up capital it was required to operate independently of government subsidy. Pakistan
International Airlines provided training facilities to Emirates' cabin crew at its academy. The
airline was headed by Ahmed bin Saeed Al Maktoum, the airline's present chairman. In the years
following its founding, the airline expanded both its fleet and its destinations. In October 2008,
Emirates moved all operations at Dubai International Airport.

Mission:

 How Emirates will get to the place in the global aviation it wants to be?
 To grow as the most envied service worldwide
 To deliver the highest standards of product quality
 Improve the comfort for clients’ pleasure
 To remain a continued growth trends over industry

10
  Invest in new technologies to satisfy customers
 Zero major accidents/crashes
 Remain the strategy of open sky discovering new frontiers for the customers
 Eco-efficiency, bio-fuel usage including all the up-to-date techniques for saving fuel and
emissions
 To invest even more in employees providing customers with competitive staff.

Vision:

To be the leader in aviation innovation, environment protection as well as the best airline in the
world with a global network of coverage thanks to its strict compliance with flight safety,
responsibility, reliability, product and service quality and competitiveness while making travel
without borders to change the lives for the better.

Values:

1. Customer Satisfaction: Anticipating the exact needs of customers, thoroughly

evaluating and meeting them and operating as a customer focused company at all times is
a part of Emirates goals and Company culture.

2. Emotional Attachment: Emirates considers the emotional ties and bonds as the key
factors of being the no.1 consumers’ choice. Company delivers its character and emotions
through air staff and investments in video and advertising campaigns and uses it as the
mediator between company and customer. Every feature of the brand is called to “admire
customers”.

3. Community Engagement: is a pivotal factor in increase of Emirates brand awareness

between customers. Social Media Presence, Sponsorships, Charity and Donations
campaigns, Partnerships, Celebrity Endorsement are the main tools of Emirates in this

11
 process. Brand must be engaged with customers at every beloved places creating long-
term relationships.

4. High Quality Service and Product: Company considers this value as an essential part of
its’ leadership in aviation, providing customers with the highest comfort on-board.

5. Innovation: Emirates links customer needs with innovation strategy on in-flight services
together with the newest fleets in aviation industry, making every flight a fascinating
experience for each customer. Company discovers and implements permanently new
ideas which make products, services, work and processes more effective and productive
not only for Emirates, but also to customers.

6. Professionalism and Teamwork: employees are one of the most valuable asset of the
Emirates airline. Company tries to attract the employees of the highest caliber as well as
to invest in their professionalism.

2.2 SWOT Analysis:

 Strengths:

Strong Backing of Dubai Government:

Financial help from the Dubai government such as $10m in seed capital, two Boeing 727s and
deposits on two Airbus A310s. With support from the Dubai government, Emirates has little to
worry regarding financial aid and the government acts as a “safety net” in case of hiccups in the
company.

12
Advantage of Being Present in Oil Rich Emirate:

It has great advantage of being present in the Oil Rich Gulf States. Due to the rich presence of oil
within the region, retrieving oil for the aircrafts is of minimal hassle.

Strong Hub in Dubai:

Emirates’ growth is premised on Dubai’s location as it is well placed to link east with west
because two-thirds of the world’s population lives within eight hours of the city state. On top of
that, various headquarters of the multinational companies, departments, corporate are doing their
businesses in Dubai, so there is a huge number of people travelling to the states in Dubai daily.

Satisfied Customer and Preferred Airline of Customers:

Emirates is the most awarded airline with 5 wins including Best Airline in the World, Best Major
Airline – Middle East & Africa, Best Economy Class, Best First Class, and World’s Best
Airlines – Top 10. Customer satisfaction of average 4 star ratings which shows the perception of
the company is of high regard and excellence.

Strong workforce of over 50,000 employees and a tremendous reach of area in the world
covering 155 destinations in 83 countries across six continents

Having a solid foundation of employees, quality and service excellence is a guaranteed and thus
enabling the consumer a better experience in flight through the customer service and care.

 Weaknesses:

Relying Heavily on International Onward Moving Traffic:

Without moving traffic, there will be less usage of its airline services in the region of Middle
East as customers would choose other preferred airlines which is cost effective and less time
consuming.

13
Intense competition means limited market share growth:

Facing competition from its competitors, Emirates share of the global market is reduced and thus
consumers’ preference for example Etihad over Emirates or other similar airlines. With this in
mind, if Emirates were to acquire a higher market share, there will be greater sales and a lesser
effort to sell more products and services to consumers.

High cost of maintaining bench-mark standards:

Due to the evolving innovation and upgrading of skills to be translated into services, there is a
standard set among the top airlines and thus this requires high maintenance and investment into
newer, bigger aircrafts or trainings given to the employees to ensure high performance.

 Opportunities:

Look for new and emerging markets to earn increasing revenue by operating flights on the
international routes:

Budget travelers is a target market that many airlines are aiming at to draw attention from and
provide affordable prices at the same time, providing package deals and thus Emirates can
consider this specific target market to expand their consumer reach.

Develop continuously new generations of more advanced airline and aviation services:

Introducing new airplanes in its fleet will boost the awareness consumers have of Emirates and if
the airplanes are reliable and improved, it will have value add towards customer confidence in
the airline and seek to take flights from Emirates.

14
Sourcing out new routes:

Various new industrial zones are introduced in different countries and business activities are on
the higher side, so Emirates airline should work to check the travelling of the passengers and
start opening flights for this group of passengers.

 Threats:

Rising fuel costs

Rising fuel costs can cost Emirates a large sum of money especially if the aircraft carriers are not
fuel efficient, thus running on a heavy amount of fuel.

Low cost carriers

Example of low cost carrier operating in the region of Dubai is Fly Dubai where it saves UAE
travelers money as compared to taking Emirates. With budget airlines arising, quite a few
travelers have opted for a cheaper option and hence this could be a threat towards the amount of
customer choosing a cheaper airline over Emirates

There are consistent changes in the government policies and regulations, which can hinder their
operations.

2.3 Training methods:

The Emirates provide following types of training:

 Classroom based
 On-the-job
 Online (eLearning)
 Practical assessment
 Simulation

15
Project based or a combination of these options.

In addition to this, “My Learning Zone”is the Emirates Group learning portal. It provides a one-
stop location for accessing training and development information and for online learning courses
for all employees.

Emirates Cabin Crew’s Training:

All Emirates Cabin Crew are provided with seven weeks of training, in a dedicated state of the
art Cabin Crew training facility, at the Emirates Aviation College. Emirates Cabin Crew Training
includes a combination of both theoretical and practical components, with the latter taking place
in full motion simulators of all aircraft types. This ensures the most realistic learning conditions,
giving the experience to deliver the finest service in the sky as part of the Emirates Cabin Crew
team.

The initial Emirates Cabin Crew training will cover:

 Safety and Emergency Procedures (SEP)

 First Aid (accredited by the Royal College of Surgeons of Edinburgh)
 Service
 Emirates Cabin Crew Image and Emirates Cabin Crew Uniform
 Fitness and Nutrition
 Security procedures

Emirates cabin crew is regarded as one of the best. The cabin crew is of a variety of nationalities
from around the world, coming from over a hundred and twenty countries, and speaks over
eighty languages.

Emirates spends about five to six percent of their revenues on training and development, as
opposed to other airlines that spend a mere three to four percent.

16
  Training Process:

Training emphasizes on the skills an employee will learn which would be used in their
immediate job. Emirates Airlines follows a systematic approach to training.

Emirates make use of a three step process:

Assessment: Which is basically a question as to what is needed, where, when and by whom.
Training activity: Which helps attain the objectives of that would satisfy the airlines goals.
Evaluation process: Which is measuring the outcome of the various training activities.

Training Activity: The Emirates Airlines training facility is a specifically built only for employee
training. It is a seven story, state of the art center. Emirates Airlines commits to development of
employees by empowering their conventional skills. This program ensures employees are
equipped with adequate techniques and methods. The training activity phase of the three step
process to systematic training is further broken down into different types of training activities
and processes:

 Classroom based:

Classroom education is one such type. This form of training is the most economical and also
enables trainees to share their opinions and exchange ideas with each other, hence expanding
each individual’s knowledge. Most airlines use this type of education as their primary
training method, whereas Emirates Airlines uses it only as a basic method, which is
collaborated with many other types of training methods.

 Simulation:

Simulation is another form of training that is usually one of the most expensive type of
training methods. Emirates Airlines uses simulation training in the form of machine
simulation. Machine simulation is a term given to facilities that are provided to employees
that are exact replicas of the equipment in the actual work environment. Emirates Airlines
has commissioned thirteen such simulators that cover all types of aircrafts. These are exact
copies of the actual cabins in the aircrafts. These simulators are very important with respect
to safety and emergency training of employees. They are equipped with smoke simulators

17
and visual and audio displays, as well as two flight demonstration kitchens with fully
functioning equipment.

 On-the-job:

On the job experience is another method used by Emirates Airlines to train their employees.
When on duty, the emirates employees are to use the purpose-built, exclusive departure and
arrivals terminal. This type of training extinguishes the issue of transferring the learning
situation to the job.

 Action Learning:

Action Learning is also a type of training that deals with learning by experience. Emirates
Airlines also provides their cabin crew with ‘mock-ups’ that enable the employees to receive
hands on training. They are also given assignments related to issues and problems that are
dealt with on the job and assessed as to how they react to these issues and solve them. These
assignments are either individual or group assignments. Project based group assignments aid
in enhancing an individual’s tolerance for team building and coordination. Emirates Airlines
uses this method of training to evaluate one’s strengths and weakness, thus playing to the
strengths and developing the weaknesses.

 Multimedia and Web-Based Training:

With respect to the different types of technologies used in training of employees, Emirates
uses Multimedia training and Web-Based training. Multimedia training is a combination of
both Audio-Visual and Computer-Based training. Computer-Based training helps in
developing the computer skills of an individual whereas Audio-Visual training is the use of
interactive video’s so as to help trainees understand actual on-duty situations and interactions
with customers. Web-Based training is provided to employees through a internet or intranet
browser. Hence it is accessible anywhere, thus working to the advantage of Emirates
Airlines’ cabin crew who are constantly traveling.

18
 3. Comparison

Comparison between PIA and Emirates trainings and development methods:

PIA is the national airline of Pakistan as it is not much advanced so it uses the traditional
techniques of employees training above mentioned techniques of PIA training are old techniques.
They are effective to some extend but most of them are slow and out dated. PIA has to upgrade
its training methods to get into competition with other airlines. These outdated methods can be
one of a reason for the failure of the PIA.

On the other hand emirates uses latest methods of employees training as mentioned above. These
methods are not only beneficial for the employees but also for the company. These methods
enable the employees to learn new things so they can handle the critical situations. Emirates have
a comparatively better training and development system then PIA. Emirates try its best to
provide quality training to its employees so they can deliver well at their job.

4. Conclusion:

Both the companies are providing training to their employees but the difference is that PIA is
using the traditional and old methods of training. Due to that they are lacking behind their
service quality is becoming poor more over the employees are also not trained well to perform
their job.

Emirates are using the latest techniques of employees training so they are becoming successful.
Training methods have a great effect on training of employees. Employees of the emirates are
more motivated and they perform their job well.

19
 5. Recommendations:

PIA

 They should upgrade their system and use latest training methods.
 Existing methods should also be continued to some extent.
 They should remove the unskilled employees instead of providing them training.

Emirates

 They should increase their budget allocation for training employees.

 They should go for some other new methods so to get competitive advantage.
 They should work for the development of employees.


6. References:

 PIA office
 Travel agent
 Internet
 Case studies
 Email

20