Royal Air Maroc

Case Study 1: Royal Air Maroc

Problems defining:

Through this phase, we have identified the various issues our client Royal Air Maroc (RAM) is facing, and we have decided to divide them into two main categories:

- Processes: The problems confronted by our client in this domain are mainly related to Information Technology (IT) services in addition to the poor quality of services provided by the catering partner (Newrest).

- Employees: These issues are associated with the unpunctuality of the workers, their lack of skills and proficiency; in addition to their low levels of commitment, involvement and enthusiasm.

Deciding to proceed with the project:

After analysing thoroughly the different problems faced by our client, we conducted a questionnaire to determine the reasons behind the low market shares of our client according to their customers; thus, we assumed that the major problem faced is: Punctuality.

Select dimensions to be studied:

We have decided to tackle two dimensions through our intervention, which are: the employee commitment, involvement and skills; in addition to the operating procedures, especially those related to time shifts and attendance recording.

Who will be involved?

We have decided to construct a team of four members, including two HR managers from our client (RAM) and two consultants. Then, we will divide them into two sub-teams (client’ HR manager and a consultant in each one), which will allow them to split the workers to be interviewed. Additionally, this technique will also ensure asking the entire workforce the same questions and seek similar data, which will guarantee more contribution and collaboration between the consultant and the client during the data collection process.

Selecting the method:

To ensure a collaborative and joint work with our client, and make sure the employees are ready to cooperate, the client must inform its employees about the upcoming interventions, and ask them to help and assist the consultants. Our client needs also to request its “Archive Services” to prepare the needed documents and elements for the consultants.

Data collection:

We will work together with our client to collect primary and secondary data, for which the HR managers will also be responsible. We would conduct surveys and interviews amongst employees, but we will also review our client’s past results regarding performance, attendance and absenteeism.

Funnelling the data, data summary, and data analysis:

To achieve this phase properly, we chose to schedule meetings for the two sub-teams (original team) to discuss the results and findings of each, while providing some feedback. We suggest that these meetings take place twice a week, during a month, and in which the teams will share their experiences, and exchange their ideas. The collaboration of both the client and the consultants is very crucial in this stage, as it will determine the feasibility and application of the future resolutions.

Feedback of results

A meeting with the client is necessary in this phase, as we will present

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