COMPETENCY IN

PERFORMANCE MANAGEMENT
SYSTEMS

A CASE OF AIRLINE INDUSTRY

INDIAN AIRLINE INDUSTRY : OVERVIEW

Civil aviationis one of two major categories of flying,
representing all non-militaryaviation
The airline industry exists in an intensely competitive market.
Passenger output rose to 144 million in FY 2011 from 73
million in FY 2006.
Air transport in India today supports 56.6 million jobs and
produces over US$ 2.2 trillion of the global gross domestic
product (GDP).
India would be the third largest aviation market by 2020

AIRCRAFT
MOVEMENT IN
INDIA
PASSENGER
TRAFFIC
GROWTH

COMPETENCIES VALUED IN AIRLINE

INDUSTRY
Innovation

Initiative &
Commitmen
t to achieve

Customer
service
Orientation

Professionali
Effective
sm
Communicat
ion

Problem
Solving

Teamwork

Negotiation

Influence

Organizing
for results

Decision
Making

Strategic
thinking

Attention to
detail &
Quality

Creativity

Collaboratio
n

Conflict
negotiation

Valuing
Diversity

Stress
Tolerance

Judgment/di
scernment

Customer
Focus

PMS @ EMIRATES AIRLINES

Twice in a year employees are evaluated for PM
Weights are assigned to different competencies according to their
relevance.
Focus is on behavioral competencies, rather than functional
competencies.
Only Very Good & Exceptional contributors are considered for
promotion.
Good & Developing are trained

PMS @ SOUTHWEST AIRLINES

Work Environment which emphasizes shared goals,
shared knowledge and mutual respect
Focuses on 10 organizational relationships to
perform better
Sound communication techniques which are frequent,
timely and focused on solving problems.
4 point grade scale

Unsatisfactory
Satisfactory(can improve)
Good
Outstanding

THE SOUTHWEST WAY

Adjusts to audience
Comprehends
communication from
others
Able to maintain good
work life balance
Building trust
Continuous learning
Maintains focus
Goal oriented
Involves others
Champions diversity
Management
Creates a learning
environment
Develops others

KEY FINDINGS FROM PREVIOUS

RESEARCHES
Airlines previously used flight simulator results to test
the
performance
of
flight
crew.
(Baker
&
Dismukes,2002)
Performance Management Systems started focusing on
Behavioral Competencies.
Traditional models focused only on
competencies.(Katie-keuhner Herbert, 2013)

functional

Working together is about treating people the way

youd like to be treated, focusing on teamwork,
communicating openly, honestly and with dignity and
respect (Forbes, Feb 2012)

CASE: KC AIRLINES
KC Airlines is an Indian airline that is competing in the
dynamic airline industry .
Headquartered in Bengaluru.
Serves 10 destinations with a fleet of 4 aircrafts.
Currently developing a PMS.
Wants to use competency in PMS.
The profile used is of a Flight Attendant

PROPOSED PMS @ KC AIRLINES

Steps for competency based PMS
I.
II.

Identification of the major competencies

Define each competency & list examples.
Example:
Adaptability : Adjusting and responding effectively to changing
conditions, priorities, technologies and requirements while being
able to work with diverse individuals. It is recognizing new
information and ideas and adapting ones approach. It is applying
flexibility, reasoning and innovativeness in the face of change.
Understands that change happens and keeps an open mind to new
initiatives.
Is flexible to altering normal working conditions in order to get a job
done (such as; will work late, offers to assist a coworker, takes
assignments outside of regular job duties).
Recognizes the value of different opinions, approaches and
perspectives.
Remains positive during times of uncertainty.
Researches new information, skills and approaches in order to adapt
to changing needs.

Other Important Competencies were

Team Work
Customer Care
Discernment
Communication
Initiative
Professionalism