The section manager is responsible for being responsible for the section they are in, it can be geographical location or for a certain department, by having section managers it helps Ryanair’s business progressing as this saves time to transfer information or disturb the directors for decisions when the section manager can make all the decisions and report back to the directors if the issue is minor, however if the issue is major then the section manager may need to refer back to the directors. All the section manager across the 31 bases is involved in the dispute because if one passenger faces problem with the flight booking it is likely many others will have a problem. The manager’s role to the issue is to find out the reason behind the problem and offer the passenger an alternative settlement. Often if it’s only a dispute by one customer the section manager is able to make the decision of offering an alternative settlement for the customer but because it happened for several customers the section managers are likely to consult with the directors.
If the manager decides to offer the passenger any accommodation then the Finance department is involved because they will need to firstly work out how much the bad publicity is costing the business, the amount of losses they have made for the problems with the data processing and the cost for any alternatives made for the passengers.
The sales department is involved because they are required to sell a product (in Ryanair’s case, plane tickets) to the customers, they can sell their tickets using two ways; using EPOS (Electronic Point of Sale) and manually by speaking to the customers directly. However due to the technology all of the tickets that are sold from Ryanair will be sold via the use of e-tickets (electronic tickets), because of the issue with the tickets the sales department will need to work hard to inform any customers who wish to book their flight the problem that they are facing.
The human resource department is responsible for the planning of employees, whenever there are employees there must be involvement of the human resource because they are the ones that hires employees, train all the employees, manage the pay for the employees and the ones that deal with any problems. The Human Resources department will be involved because they would like to know what was happening during the complaint and whether the customer service person is upset over anything the customer may of said. As the dispute is quite major the human resources department is likely to send a few more employees to the bases that has dissatisfied customers and possibly have more employees by the customer service team because at this matter most of the customers would like to speak to a human rather than a machine.
All of the departments link to the Information Technology (I.T) department, the I.T department is responsible for monitoring the website’s traffic and ensure everything runs smoothly for both the customers using their website and employees computers within Ryanair’s hub. Ryanair may have many I.T department because they are located across Europe therefore if a whole hub’s computers are down in (for example) Stansted airport the I.T department is able to send an engineer to sort out the computers as soon as possible because in the airline industry (and every business) ‘every minute is money’. The Information Technology department is involved because they will need to fix the computer that has made a problem and find out whether the system and server has been infected by any computer virus and if that was the problem they will need to remove every single virus and need to reprogram all the computers and update the systems afterwards.
The Public Relations (PR) are responsible for building relationships with the press and because they are known as the eyes and ears of their client they will need to be keeping up with relevant news and making sure they know what they are talking about in particularly if they are speaking on behalf of their client after an incident.
The P.R of Ryanair will also be involved because they will need to respond to the questions that the newsroom will be asking and any customer questions, they will need to obtain information regarding the problem of the complaints from Ryanair, and inform the passengers the route of the problem and any alternative arrangements that is made for the passengers.
Public Sector
Problem: An overseas student has decided to make a complaint to Milton Keynes College because he wasn’t well informed regarding the Visa to stay in education in United Kingdom.
In order for the overseas student to enrol to Milton Keynes College, the college’s different departments all need to depend on each other to help the student, and to help the college to achieve their objectives.
The Customer service (which is located in Chaffron Way) is first in line of who the overseas student should speak to because they are responsible to provide a service before, during and after a service has been given. Once the customer service team has made a note of what the issue was they will pass the information to the administration to record the issue and any information that is given by the student. The administration is decentralised into each campus of the college, this means evey campus of the college will have their own administration team so that work can be done faster and consume less time.
The admissions department is then involved as they are responsible for providing the information for prospective students whether they home students or overseas students.
The college uses a program called Pro Solution which creates a database of all the admissions and all the information including all the enrolments of the new students and their personal details and any possible information that was given to them.
The finance department is also involved because every time a department stops for a problem any projects or work that is supposed to be worked on will be halted for a period of time. The finance department will need to work out how much it will cost them. Milton Keynes College’s finance department is centralised in Chaffron Way, this means that there are only one finance department for all of the college campuses. This could be because Chaffron Way is the main office for the college and all of the interviewing process is done there.
The marketing department is involved because they are responsible for the marketing and advertising on the prospectus and open days. The marketing department for the college is centralised in the UCMK (University Centre Milton Keynes) campus rather than decentralised in every single campus, this is more convenient for the team because if each campus has a marketing department and has an idea to promote the college it may lead to many disputes, therefore having one marketing team in one place saves the college much more time.
The Human Resources department (HR) is involved because they will need to know who is responsible for the error made and whether or not something could be done to prevent any similar incidents. The human resources department is centalised in the Bletchley campus because although the finance deartment is located in Chaffron Way and the marketing department is located in the UCMK campus, the Bletchley campus is more spacious for the HR work and more suited for the training of any staff.
The college’s I.T department is involved because all of the departments within the college is involved with the use of I.T, each college campus has their own I.T department, for example if the Chaffron Way campus’ computer network are down and there are only one I.T department located in Bletchley the computer users in Chaffron Way will need to wait for some time for someone from the I.T department to make their way from Bletchley to Chaffron way and this requires a lot of time. Therefore in order for the college to solve any I.T problems at a much faster pace, having an I.T department in every campus is a smart and convenient idea.
