Norton, 1996:53-79). Customer service standards seem, by all accounts, to be conflicting, with Skytrax input changing from well disposed and mindful to most exceedingly awful lodge benefit at any point experienced’. Comparative input applies likewise to ground staff, with absence of data in postpone circumstances being a typical feedback. ‘Such irregularity recommends either an absence of clear models or poor policing of any measures that do exist (Air Namibia marketable strategy, 2013:31).’According to Amaratunga and Baldry (2002:217-230) expressed that ‘ vital execution administration is an administration framework that guarantees the formation of vital targets to additionally enhance an organization and in addition precise conveyance of business assets to organized zones, while observing whether actualized strategies accomplish decided objectives.
There is still not enough shared understanding of what the company brand stands for among Air Namibia staff. The service is demonstrated inconsistent service standards across all customer service centres. Air Namibia end its customer service standards by adopting the balance scorecard approach to enhance its future prosperity and customer service delivery. The achievement of consistently high customer service standards will enhance Air Namibia’s reputation as a quality airline, attracting higher number passengers and encouraging customer loyalty. Air Namibia need to establish the core values and behaviour’s that will bring ‘Carrying the Spirit of Namibia’ to life and ensure that Air Namibia team embodies those values through their actions. They need to build an appropriate training program on the basic principles of customer service and problem solving by adopting the balance scorecard on customer perspectives. ‘The quality of services offered by airlines businesses is similar. When one airline company begins to offer an innovative service this is quickly copied and applied by other companies. Therefore, to be able to differentiate themselves from their competitors airline companies try other methods. One of the most effective ways of achieving this differentiation for airline businesses is personnel differentiation. Better trained and better qualified personnel can better meet the demands of customer and can offer better quality service (Heracleous and Wirtz, 2009:274-279).
A customer service training program should be a high priority for the Air Namibia’s management team’. They first need to decide on the core values and behaviours that actually bring ‘Carrying the Spirit of Namibia’ to life. A training program must give lucidity to staff on how they are relied upon to carry on, how they ought to respond in troublesome conditions, and what flexibility they need to settle on strategic choices. Most importantly, a client benefit originates from the best and is educated by illustration, which implies administration getting out into the bleeding edge working regions, understanding the issues and settling them. Administration must show the practices anticipated from bleeding edge staff.
‘Customer perspectives are a performance indicator followed by every one of the aircrafts, organized based on consumer loyalty’. Overviews with respect to in-flight benefit quality are led by the carrier organizations to gauge consumer loyalty. Inside the learning and development point of view, the estimations with respect to work force fulfillment are taken by all the carrier organizations. It is discovered the majority of the preparation targets got ready for faculty are obligatory preparing required by the flight specialists. Since they complete this required preparing, how much this preparation is acknowledged can’t be estimated (Erdogan, 2014). Air Namibia initial focus needs to be on cabin crew and those airport staff who work directly with passengers on a day-to-day basis’. Customer service training programs have been run by many airlines and other service businesses, so there are materials available and organisations with high levels of expertise that could assist. However, in this area the best solution Air Namibia need to put the training measurement in place in order to estimate and notify how successful they are to establish long lasting goals.
‘Measuring human resource performance in the airline industry includes an extensive variety of personnel, making progress taking care of staff, managerial work force and flight team. A portion of the human asset execution markers in carrier organizations are the quantity of lasting representatives, chief/pilot proportion, the measure of preparing speculation per worker, the achievement rate of arranged preparing and faculty fulfillment and reliability (Wald,2010).
‘Air Namibia need to invest in training personnel, loyalty and personnel satisfaction by using a dedicated member of the management team to lead a program, perhaps with some appropriate external training and familiarization’. They have to embrace the standard of KPI’s which remain today as a basic components in effectively executing business system. The Air Namibia board individuals and administration need to build up the way to deal with measure the effective conveyance of business technique (Air Namibia business plan, 2013:31).
‘The performance management software is adaptable and can be set up to help the adjust scorecard standards (Norton and Kaplan) that are described by the accompanying: Individual execution targets are connected with hierarchical and specialty unit’s execution destinations. Every one of the information are put away in a social database, this enables the clients to break down the outcomes just on singular execution, yet in addition on hierarchical and unit levels. The HR Manage Performance Management Systems is a broad Web and Windows based framework for setting up and dealing with worker’s execution. A chief can sign on and catch the execution evaluations for colleagues. Results can be imprinted in different reports demonstrating the continuous of a companywide execution audit. The HR division can set approach and methods set up while authorizing the grouping of errands’ (Chiruby, 2014:42).