深圳航空接送机人员调配管理问题研究

发布时间：2018-03-14 05:32

本文选题：航空公司　切入点：人员调配　出处：《深圳大学》2017年硕士论文　论文类型：学位论文

【摘要】：地面服务是航空公司提供服务保障的重要组成部分,其中,接送机人员的工作直接面对旅客,为旅客提供专业、高质量的服务,例如为重要旅客、无成人陪伴儿童等特殊旅客提供登机引导服务等等,其人员调配管理即给员工分配任务建立工作时间表,从而满足生产需求的能力和水平直接影响着航班是否能够正常运行,进而直接影响到客户满意度和公司绩效。而接送机人员的调配问题因人员和航班数量多、约束条件的限制及其他不确定因素的影响,导致了接送机人员调配管理的难度和复杂性。深圳航空目前的接送机人员的调配管理还停留在人工管理阶段,排班人员根据个人经验进行航班保障任务的分配,并在问题出现后不断进行修正,容易引起员工对工作量分配不均的不满、人员调配效率低、不能充分利用人力资源等问题。随着地面服务工作量不断加大,工作流程不断增多,工作内容复杂性不断提升,这种凭借经验的管理方式逐渐暴露出更多弊端,已不能适应服务需要。本文首先介绍了民航业的现状和深圳航空地服人员调配管理现状的基础上,分析了目前地服人员调配管理的存在问题和解决问题的必要性;其次,本文将排班的流程简化成为工作量评估和航班保障任务分配两个阶段;再次,针对航班保障任务的特点,本文通过航班保障WBS分解,将航班保障任务拆分为一个个更多清晰的小任务,通过文献分析、专家评价、访问等方法,构建了航班保障任务人员能力需求评价表;最后,采用排班管理人员和培训人员工作的相互配合的方式,提出了航班正常时和航班延误时的情况下,人员调配管理的改进方案。本文通过寻找得出的接送机人员调配改进方案,不仅改变了目前人员调配基于经验的局限,实现人力资源的合理配置和优化利用,减少人力资源浪费,还为同行业或者其他地面服务部门的人员调配管理起到借鉴的作用。
[Abstract]:Ground service is an important part of the service guarantee provided by airlines. Among them, the personnel of the shuttle aircraft directly face passengers and provide professional and high-quality services for passengers, for example, for important passengers. Special passengers, such as unaccompanied children, provide boarding guidance services, and so on. Their personnel deployment management, that is, assigning tasks to employees and establishing work schedules, directly affects the ability and level of the flight to meet production needs. Furthermore, it directly affects customer satisfaction and company performance. However, the deployment of the personnel of the carrier is affected by the large number of personnel and flights, the constraints of constraints and other uncertain factors. This has led to the difficulty and complexity of dispatching and managing the personnel of the carrier. At present, the dispatching and management of the personnel of Shenzhen Airlines is still in the stage of manual management, and the scheduling personnel carry out the assignment of flight support tasks according to their personal experience. It is easy to cause the staff to be dissatisfied with the uneven distribution of workload, low efficiency of staff deployment, unable to make full use of human resources, etc. With the increasing workload of ground service, the work flow is increasing. The complexity of the work is increasing, and the management method based on experience has gradually exposed more disadvantages and can no longer meet the needs of service. Firstly, this paper introduces the present situation of civil aviation industry and the present situation of the deployment and management of Shenzhen aviation ground service personnel. This paper analyzes the existing problems and the necessity of solving the problems in the management of local service personnel deployment. Secondly, this paper simplifies the scheduling process into two stages: workload assessment and flight support task assignment. Thirdly, according to the characteristics of flight support tasks, Through the WBS decomposition of flight support, the task of flight support is divided into more and more clear small tasks. Through literature analysis, expert evaluation, access and other methods, this paper constructs the evaluation table of the ability requirements of flight support task personnel. In this paper, by using the way of coordination between shift manager and trainer, the improvement scheme of personnel deployment management in normal flight and flight delay is put forward. It not only changes the limitation of personnel deployment based on experience at present, realizes the rational allocation and optimal utilization of human resources, and reduces the waste of human resources, but also plays a reference role for the management of personnel deployment in the same industry or other ground service departments.
【学位授予单位】：深圳大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562.8

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