Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance

摘要

With regard to organisational analysis, Nok Air ground staffs' performance in both 'check-in and ticket-counter' were relatively poor. To compete in the airline industry, this research presents results of a case study, which measures, understands and attempts to promote cognition and performance of 15 samples. Quick reference model is based on KM, CommonKADs 'knowledge model' and CoPs. AAR was leveraged as the key obstacle in check-in and ticket-counter performance as well as the effectiveness of the proposed model. Beside, cognition was assessed using paper-based exam. Results show that quick reference model promoted 'check-in and ticket-counter' cognition in an average of 63.33%, and 52.33%. With regard to performance self-assessment, three out of 15 Nok Air staffs scored 'radical innovation', and 12 staffs were 'incremental innovation'. The paper concludes by suggesting the proposed model could be further developed to improve cognition and performance of airline ground staffs by shifting from peer-to-peer instructional training to learning-in-doing techniques in Thai context.