Malaysia Airlines
Malaysian Airline Systems are a state owned company and they operate in the busy
hub of South East Asia. Air travel is said to be one of the most competitive
industries in the world and Malaysian Airlines experience intense rivalry in
their region. Because of this, attention to detail, customer service and
teamwork are crucial to the airlines’ success. IMCA’s action learning MBA is
part of the airline’s response to its competitive situation. The director of
customer service made the following observation about the improvement in
teamworking among course participants and their own work teams:
“It has resulted in an integrated approach to solving key issues in Malaysian
Airlines Systems and with it, a closer working relationship and understanding.
The crossing of functional boundaries has produced a cross-fertilization of
ideas and generated new thinking within the organization. This provided an
important catalyst for improving the interface between functions and therefore
the overall effectiveness of the organization.”
Associates have also produced a number of action plans, which have been
implemented by the airline. These include: PR strategies for business travel,
service excellence in baggage handling, a financial strategy and a materials
management strategy. This work has “provided real returns on investment” and
the related MBA projects include: