Management Information System Challenges and Leadership: QANTAS Report

This report provides an executive summary and table of contents, then delves into the challenges faced by QANTAS airline in managing its information system, particularly in customer relationship management. It explores issues such as improper strategies, adapting to updated technology, and integrating new technologies. The report addresses specific challenges like flight delays, overbooked flights, and ticketing problems. It then examines the critical role of information systems in customer relationship management (CRM) and how leadership styles, specifically contingency and transformational/transactional leadership, can address these issues. The report concludes by emphasizing the importance of information system management in organizational success, referencing relevant literature and the challenges faced by the airline industry. The report highlights the importance of effective information system management for customer satisfaction, operational efficiency, and overall business success.

RUNNING HEAD: Management Information System
Management Information System

Management Information System
Executive Summary
This assignment is based on the use of information system with customer relationship
management. Term information management is known as common band to tie all different
departments of the organisation. It is a collection of the information exchanged and shared to
make the organisation work smoothly towards achieving the desired target and the effective
decision making. It is an organised collection of information relating to the customer, people,
procedure, application software and the equipment. This report is based on the challenges
faced by the airline industries in the management of the collected data in form of the
information. QANTAS is the world’s famous airline so it is the sector facing day to day
challenges in the management of the information with the passenger or customer relationship
management and most suitable leadership theory for the airlines manager.
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Table of Contents
Introduction...........................................................................................................................................3
QANTAS (Queensland and Northern Territory Aerial Service Limited)..............................................3
Challenges in selection, use and management of information system...................................................4
Improper strategy...............................................................................................................................4
Get-together administration requirements..........................................................................................4
Keeping up with updated technology.................................................................................................5
Mixing of new technologies..............................................................................................................5
Management information issues at QANTAS.......................................................................................5
Customer or passenger relationship issues.........................................................................................6
 Delay and cancellations information system..........................................................................6
 Overbooked flights information.............................................................................................6
 Ticket booking and reservation issues...................................................................................6
Information system and customer relationship management.................................................................7
Information management system and leadership style...........................................................................8
Contingency or situational leadership theory.....................................................................................8
Transformational and transactional leadership theory.......................................................................8
Information management system and Change management theory.......................................................9
Importance of ISM in organisation management.................................................................................10
Conclusion...........................................................................................................................................10
References...........................................................................................................................................12
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Introduction
Management of information in an organisation is very wide and dynamic factor including
activities to manage various departments and their workings to make the organisation
continue to success in the future. Now-days all business activities are performed on
technology and information management is the system keeps record of the activities
performed in an organisation day to day basis (Laudon, 2016). An organisation manage
various changes continuously, it continuously experience the issues and try to solve the
issues. Challenges occurring in the management of the customer records or about the shifting
duty hours of the employees are managed by the managers in information system
management. Information management problems are those issues that a manager faces in day
to day operations of the organisation. Airline is the industry operating for 24 hours customer
services and it face large issues relevant to passenger, staff, and technology and aviation
securities (Bryson, 2017). A manager in airline industry needs to be dynamic in the nature to
identify the leadership and management strategy to deal with the potential issues in the airline
industries. Airline industries like Qantas serves its passengers in domestic and international
level where they ensure to prove the best services to the passenger because all concept of the
airline industry revolve around the passenger satisfaction and the vision of every airline is to
play a long journey with great outcome and proper passenger satisfaction (Gerede, 2015).
QANTAS (Queensland and Northern Territory Aerial Service Limited)
QANTAS (Queensland and Northern Territory Aerial Service Limited) is Australia’s largest
airline dealing in domestic and international flights was established on 16 November 1920 by
Paul McGinnes, Fergus McMaster and Hudson Fysh. It started dealing in international flights
in 1935 based in Sydney. It is one of the oldest airlines of the world. It is the airline dealing in
the industry with the development of civil aviation in Australia. It is used to be the best
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airline service providing in the world but internally as an old company it is facing many
problem including problems relating to the employees, competitive issues, problems related
to technology, information collection and many more all problems are linked with the
management problems.
Challenges in selection, use and management of information system
Information management system is very challenging concept in this digital technological
world, small or large organisation are using the computer management system to keep the
clarification in the information and data collection regarding the customer, client, staff,
inventory and for many other purpose (DeVault, 2016). Major challenges faced by the
information manager are;
Improper strategy
Strategic planning is the foundation of the management of the information system in case of
the lack of the proper strategy a manger fails to perform the management functions.
Information management managers are very well aware about the tools and techniques of
data collection on the network and management of the collected information but using that
data and manage it is very challenging in case of the improper leadership and the interference
of the other strategic factor is very problematic for the managers (Budd et al., 2016).
Get-together administration requirements
MIS is getting very challenging and essential for the organisational demands and the
managing function because technology is the important feature of the business operations and
it is linked with other departments data also. Hence managing the sources to collect the
correct data for all other departments and to make proper system is very difficult task to the
information managers (Burghouwt, 2016).
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Keeping up with updated technology
Technology never remains same or constant for a long period. It keeps changing and the
system needs to be updated with the changing technology and the managers needs to be well
known to the changing system and they require to operate with the technology as well as they
are assumed to introduce the changing technology to the department as well. It gives
problems to the managers because making a minor change in the system affects the entire
organisation (Don & Tom , 2018).
Mixing of new technologies
Ancient organisation used to operate their functions on paper record, emerging new
technology made the operation simple by mixing the technology with the ancient concept of
the paper based work. Technology is the way to cover large work on a single table and in a
computer. It facilitates the workers to get rid of the lengthy paper work and to work
accurately (Cai & Chen, 2017).
Management information issues at QANTAS
Airline industry face many challenges but some of them are very common but very dangerous
like managing working hours of the employees, climate issues, aircraft maintenance and the
passenger’s satisfaction. All operations in an airline industry are based on technology and
information system. Ticketing, flight information, passenger information and every single
task is based on the information management system. Passenger is the main source of the
income raised by the airline industries, Qantas as a global company deals to serve large
number of passengers hence it face many challenges in passenger satisfaction and
relationship with the maintenance of the information system of the industry.
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Customer or passenger relationship issues
Qantas airline deals in the full customer offering in this it deals to provide full emphasis on
the customer safety because airline is less time consuming but high risking mean of
travelling. Putting safety as the important issue to the management Qantas follow the
passenger service norms strictly (Cassidy, 2016). Yet they are paying enough attention to the
passengers comfort but this industry face many challenges from the passengers. Because all
work in an airlines are computer based so it have to manage its customer service with the
effective information management system. Some of those issues are discussed below;
 Delay and cancellations information system
This is the common issue to an airline industry. Operating flights is challenge for the aviation
industry if the climate conditions are not favourable to operate. Technology use d by the
aviation industry are very update and effective so in any emergency of flight delay or
cancellation information managers need to be aware for the messages received from the
operation department and to deliver the information to the other department to effective
working is very challenging role for the information managers. Bad weather conditions,
natural disasters, operational or technical issues are main causes for the cancellation or delay
of any flight.
 Overbooked flights information
Airline industries are secure and fast mean to travel, they needs to use the computer software
system to operate the information for the availability if the seats in a flight and also the
information of the booking of the flights with the changing price of the tickets and the shares.
 Ticket booking and reservation issues
As discussed earlier all operation in the airline industry are operated by the information
management information system. This system allows the passengers to book their ticket with
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easy use of the computer at their own and the information is received by the airline this all is
based on proper updated information system use. Sometimes due to lack of updated
information system it make the situation challenging to the information managers to make the
ticketing staff update about the required details of the passenger and this can create problems
to the passengers as well.
Information system and customer relationship management
Information system in an organisation like airline industry is a support to the organisational
functions that design its all function by focusing the customer on prior basis with the
management of the all other departments. An effective information system keeps the
organisation linked with the all departments each other. Information management system in
customer relationship management supports the organisation to deal with the sales service,
marketing service, and introduction of any new product or service to the customer. In airline
industry passenger are served with the comfortable travelling hence customer relationship in
the airlines is based on the effective management of the information with the travelling and
booking departments. CRM is the way to manage the customer service and proactive
relationship with the customer and organisation (Cassidy, 2016).
Information system is used to support electronic commerce vie internet like online shopping,
ticket booking, cancelling, banking and many more. Hence information system is needed to
be updated to meet the customer requirements and the demands accordingly (Abada, 2019).
Transactions are recorded in the information system and this needs high efficiency of the
managers to use high level of information system with the updated software to use the
collected data to operate further operations in the management.
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Information management system and leadership style
Leadership is not an example to lead but the application of various means and action to make
the people motivate towards the achievement of the organisational goals. Leadership in
information management system leads the managers and employees to take the challenges to
use the updated technology and system to record all data and information to achieve a
sustainable goal of the organisation (Choi et al., 2017). The two most suitable style of
leadership for the information management system are;
Contingency or situational leadership theory
Contingency leadership theory is a mixture of the situational and path-goal theory of the
leadership. This style of leadership is helpful for the leader to change the leadership style
according to the desired situations of the organisation. The contingency theory of leadership
makes the leader facilitate in deciding the member-leader relationships to share the
information in the organisation to among the organisational system. Profit of using the
contingency theory is ds that it is clear to every person to accept the change occur in the
organisation whenever it is needed and they are familiar to keep with the change in the
organisation. And simultaneously they are skilled to survive in a changes organisation
information system it he effective leadership of the leader (Al Khajeh, 2018).
Transformational and transactional leadership theory
Transformational leader is a kind of political leader who by using effective guidance
leadership motivates and transforms the employees to make the effective change in their
working styles and strategy to accept the introduced change in the organisation.
Transformational leader have characteristics and power to lead the subordinate according the
demand of the organisation (Awan & Hafiz, 2016).
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Transactional leadership is the style used in charismatic leading to the employees to increase
the success of the organisation via increased production and customer’s satisfaction. It deals
in the influence of the employees self-learning and applying self-invented techniques to the
organisational development and information management.
Information management system and Change management theory
Change is a fact and the reality for the managers to apply leadership for a better change.
Change management is relevant with the leadership of the leader the way he manage the
information system to improve the relationship with the customer relationship management
(Hayes, 2018). Different theories are available for the introduction of change in the
management like;
 Model of Lewin’s change management
 Kotter’s theory
 ADKAR
 Bridges’ transition model
Most favourable method for the change management for a transformational charismatic
leader is Bridges’ transition model.
This model of change was developed by the William Bridges in the year 1991 focusing on the
transition of the employees. Change can develop intrust of the employees in their leader. This
model is the way to introduce the change in the organisation like a joyful journey. It includes
three stages to introduce a change;
 Ending, loosing and letting go It is related to the emotional attachment of the
employee to leave old using method for the welcome of the new change. Before
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taking a new step employees are needed to forget the old concept and handle the
information system.
 The neutral zone This is the phase where a leader tries to put motivation and new
skills in the blank or neutral mind of the employees though they can easily accept the
changes and can perform the desired actions.
 The new beginning This is the last but not least phase this require a great efforts to
make the management of the performance with the desired outcome of the change
management in the organisation. It seems like a never ending process because a
manager lead the employees for accept and performance effectively in the changed
environment (Brewer & Terence, 2016).
Importance of ISM in organisation management
Operating in the airline is facing day to day many challenges and the information
management system here needs to be very effective and well managed. Information
management is the concept use d by the managers to make the flow of information smooth in
the entire organisation and industry. This is the record of collection of all relevant data and
information regarding the people procedure and all the relevant area of the organisation
working. Introducing change in the management of the information system is very important
and challnebgi9ng role for the manager and this gives manager the opportunity to make the
organisation tie in one unit and to collect and secure all the information of the organisation. It
helps the airline operators to manage the queries of the passengers and to solve the issues
they faced in their day to day work (Brown Jr, 2017).
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Conclusion
This report concludes that the role of an information manager in the management of the data
and information is very important and challenging. This report concludes that information
management is related with the all other departments of the organisation. Like in QANTAS
an airline industry information management is most important factor connecting all other
departments with the sharing and securing the relevant data. This report researched most
suitable leadership and change management theory can be used by the information manager
in linking the customer relationship management problem with the information management
system and effect of the information management system in the organisation for its better
development.
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References
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satisfaction of employees: A case study of banking sector in Pakistan. Science International
Lahore, 28(2), pp.1949-55.
Brewer, E.C. & Terence, L.H., 2016. Customer Service Challenges in Omni-Channel
Retailing.
Brown Jr, W.L., 2017. 9781369661804 Airport managers' perspectives on security and safety
management systems in aviation operations: A multiple case study. ProQuest Dissertations
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Budd, L., Stephen, I. & Budd, T., 2016. Improving the environmental performance of airport
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Burghouwt, G., 2016. Airline network development in Europe and its implications for airport
planning. Abingdon: Routledge.
Cai, W. & Chen, Y.J., 2017. Channel management and product design with consumers’
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Choi, S.-B., Kim, K. & Kang, S.-W., 2017. "Effects of transformational and shared
leadership styles on employees' perception of team effectiveness. Social Behavior and
Personality: an international journal, 45(3), pp.377-86.
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DeVault, T.L..B.B.F..S.T.W..&.B.J.L., 2016. Identification of off airport interspecific avian
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Don, T. & Tom , S., 2018. Value Stream Management for the Lean Office. New york:
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Gerede, E., 2015. A study of challenges to the success of the safety management system in
aircraft maintenance organizations in Turkey. Safety science , pp.106-16.
Hayes, J., 2018. The theory and practice of change management. Palgrave.
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