JINNAH UNIVERSITY FOR WOMEN:

COURSE TITLE: ORGANIZATION BEHAVIOUR

"SURVEY REPORT OF ORGANIZATION BEHAVIOUR ON PAKISTAN

INTERNATIONAL AIRLINES"

CLASS: BBA FALL (2016).

DATE OF SUBMISSION: 21 NOV 2017

SUBMITTED TO: MISS ADIA QURESHI

SUBMITED BY:

SAMREEN REHMAN

AYMAN BINT E ATHAR

IQRA FAHIM
 "SURVEY REPORT OF
ORGANIZATION BEHAVIOUR"

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Contents
JINNAH UNIVERSITY FOR WOMEN..............................................................................................................2
Acknowledgement:....................................................................................................................................4
PREFACE:...................................................................................................................................................5
The success of any business entity solely depends on how effectively does it utilizes Its optimum
resources and how soon does it make arrangements for the satisfaction of the customer's grievances...5
EXCUTIVE SUMMARY:...............................................................................................................................6
HISTORICAL PROFILE :.............................................................................................................................7
PAKISTAN INTERNATIONAL AIRLINES:..................................................................................................7
ORGANIZATION PROFILE:........................................................................................................................7
ORGANIZATION STRUCTURE OF PIA:......................................................................................................9
CULTURE OF PIA:.......................................................................................................................................9
SEVEN CHARACTERISTICS OF ORGANIZATIONAL CULTURE:.............................................................10
Diversity not only involves how people perceive themselves, but how they perceive others. Those
perceptions affect their interactions. PIA set a great example of workplace diversity as their different
peoples are work together which belongs to different religions, community races and languages......10
Increased adaptability:..........................................................................................................................11
Variety of viewpoints:............................................................................................................................11
DISCRIMINATION POLICY:......................................................................................................................12
CONCLUSTION:........................................................................................................................................16
RECOMMENDATIONS:.............................................................................................................................17

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ACKNOWLEDGMENT:
At the very beginning, I would like to express my deepest gratitude to almighty Allah for giving
me the strength and the composure to learn this course and prepare this report within the
scheduled time.

Secondly, I am definitely recognize the efforts and support of my teacher MISS ADIA QURESHI
without her dedication our learning would not have been possible. She does not only enhanced
Our knowledge but also give the skills of Organization Behavior that will be very fort full in near
future and in the upcoming courses. Through this course we have learnt so many things. During
the period of lectures, I have received generous help from my teacher which I like to put on
record here with deep gratitude and great pleasure.

I am also very thankful to my Group members without their efforts and help this project have
not been impossible.

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PREFACE:
The success of any business entity solely depends on how effectively does it utilizes Its
optimum resources and how soon does it make arrangements for the satisfaction of the
customer's grievances
Moreover the company should always be ready to make necessary changes according to the
requirements in order to attract more customers so as to maintain a substantial growth in the
market-
The organization which we have chosen for survey is
"PAKISTAN INTERNATIONAL AIRLINES"
We have tried to put my best efforts to complete this task on the basis of skill that we have
achieved during class lectures. We have tried to put our effort to get the accurate information
which we observe during survey.
If there is an error or a mistake in collecting the data please correct it in the best way as I am
still learning-

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EXCUTIVE SUMMARY:

The project aims to analyze the organizational behavior of organizations that is

P ak i s t an  I nt e r na ti on al A i r l i n e s . I t  i s  se l e c t e d  a s  t he  p ub l i c - se c t or organization.
A comparati ve study of the organizati on comparing and contrasti ng on
various parameters of Organizational Behavior has been carried out in the report. This has
been done to analyze the impact of individuals, groups and structures on behavior within the
organization for the purpose of enhancing the effectiveness of the organization. Thus this
report evaluates that what are the organization behavior that have been carried out in PIA on
the basis of their organizational culture, leadership styles, employee behavior, development
and motivation, employee perception, team work, job attitudes and job satisfaction, group
behavior and employee empowerment.
After a thoroughly analysis, recommendations have been proposed to improve the efficacy of
the organization.

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HISTORICAL PROFILE :

PAKISTAN INTERNATIONAL AIRLINES:

Pakistan International Airlines (PIA) is a national airline, operating passenger and cargo services
covering eighty-two domestic and foreign destinations. Established in 1955, PIA has a vast
experience in the airline industry of Pakistan with a large fleet of aircrafts. The fleet size is
[Link] is a huge corporation with more than 17,000 employees. . It is 16 largest airlines in
Asia. It is owned by 87% by government of Pakistan.

This organization is divided into following departments: Human Resource and Administration,
Marketing, Corporate Planning, Information Services, Finance, Flight Services, Flight Operation,
Engineering, Procurement  and Logistics, Customer Services, Training  and  D e v e l o pm e nt ,   Quality
Assurance. The organ gram of the organization follows, with the Chairman at the at the top and
directorsof departments reporting to him. The structure is centralized with the top-level
management making the decisions. 

ORGANIZATION PROFILE:

Pakistan International Airlines Corporation, commonly known as PIA is the flag carrier airline of
Pakistan. The airline, with its head office on the grounds of Jinnah International Airport in
Karachi, is one of the largest airlines in Asia, operating scheduled services to 24domestic
destinations and 39 international destinations in 25 countries across Asia, Europe and North
America. Its main bases are Karachi, Lahore and Islamabad/ Rawalpindi. The airlines secondary
bases include Peshawar, Faisalabad, Quetta, Sialkot and Multan, from which it connects the
metropolitan cities with the main bases. There are two networks of PIA:

DOMESTIC NETWORK.
INTERNATIONAL NETWORK.
Pakistan International Airlines, Pakistan s national flagship airline, has been a pioneer since its
inception in 1955. PIA was the first Pakistani airline from a non-communist country to fly into

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the People s Republic of China and, in 1962 PIA set out to break the record for the fastest flight

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ORGANIZATION STRUCTURE OF PIA:

 CORPORATE VISION OF PIA:

"To be a world class airline exceeding customer expectations through dedicated employees
Committed to excellence."

 CORPORATE MISSION OF PIA:

"As a symbol of national pride, we aspire to be a choice airline, operating profitability on
modern commercial concepts as we as competing with the best in international and domestic
markets."

CULTURE OF PIA:
The distinguished culture is determined by the vision and values communicated throughout the
structure and amongst people. Since Pakistan International Airlines is a bureaucratic organization, so the
culture is similar to that of any government organization. The culture determines the type of leadership,
communication and g r o u p dynamics within the organization. The workers perceive this as the

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quality of work life which directs their degree of motivation. The final outcome is performance,
individual satisfaction, and personal growth and development.

SEVEN CHARACTERISTICS OF ORGANIZATIONAL CULTURE:

• INNOVATION AND RISK TAKING: LOW

• ATTENTION TO DETAIL: LOW
• OUTCOME ORIENTATION: HIGH
• PEOPLE ORIENTATION: AVERAGE
• TEAM ORIENTATION: HIGH
• AGGRESSIVENESS: LOW
• STABILITY: HIGH

VALUES OF PIA:
Corporate Values
 Customer Expectations(Convenience, Care and Competitive tariff)
 Service(Personalized and Courteous)
 Innovation(Cherishing new ideas, translating innovations)
 Reliability(Loyalty and Consistency)
 Safety(Passengers, Employees, Environment and Health)
 Cohesiveness(Respect for individuals, Team Work and Effective Communication)
 Integrity

The results show that PIA focuses more on the goal rather than means to achieve it. The characteristics
and values form the organizational structure which determines the behavior of employees and the
effectiveness of the organization.

WORKPLACE DIVERSITY:
Diversity not only involves how people perceive themselves, but how they perceive others.
Those perceptions affect their interactions. PIA set a great example of workplace diversity as
their different peoples are work together which belongs to different religions, community races
and languages.
A PIA success and competitiveness depends upon its ability to embrace diversity and realize the
benefits. PIA says when organizations actively assess their handling of workplace diversity
issues, develop and implement diversity plans, multiple benefits are reported such as:

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Increased adaptability:
Organizations employing a diverse workforce can supply a greater variety of solutions to
problems in service, sourcing, and allocation of resources. Employees from diverse backgrounds
bring individual talents and experiences.
Broader service range:
A diverse collection of skills and experiences (e.g. languages, cultural understanding) allows a
company to provide service to customers on a global basis.
Variety of viewpoints:
A diverse workforce that feels comfortable communicating varying points of view provides a
larger pool of ideas and experiences. The organization can draw from that pool to meet
business strategy needs and the needs of customers more effectively.

LEADERSHIP AND TEAM WORK IN PIA:

A public organization, PIA, has an autocratic style of leadership. The decisions are made by the
top level management without involving their employees. These decisions are primarily policy-
based decisions like the purchase of new planes, replacement of new fleets and changes in the
fares of tickets. However, the right to make the final decision rests with the authorities. The top
management reserves the right to take decisions regarding discount offering, chartering of
flight, or investment in any particular sector.
But in PIA teamwork can be observed. All the employees are working under a team from which
different task has been assigned. The environment of organization as per their employees and
our survey is friendly and manageable. All are team oriented

DELEGATION OF TASKS:
Delegation of authority is limited due to the centralized structure of PIA. The authorities reserve
the right to make decisions in terms of board meetings.
The employers show the respect to their assigned task and always try to fulfill in their
best way.

JOB OPPURTUNITIES IN PIA:

The job opportunities in PIA are based on open merit as well as quota system.
The quota system in Pakistan was established to give every region of the country
representation in institutions according to their population but both candidates have selected
on the basis of legibility criteria they must have to pass the test interviews and qualify the
standards to be a part of PIA.

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DISCRIMINATION POLICY:
In PIA there is no discrimination policy have been observed. PIA provides equal opportunities
for everyone. As well as they showed respect to each employers of PIA from lower
management to upper management.

EMPLOYEE S ATTITUDES:
At PIA, every employee is expected to show complete responsibility through their attitudes and
avoid behavior which clashes directly with the organization’s interest. Incase of deviant
workplace behavior, administrative action is taken against the employee according to the
Standing rules of PIA.

TRAINING TO ENHANCE ATTITUDES:

A PIA Training Center (PTC), operating in Karachi, conducts training courses
to enhance the skills of employees while the scope for enhancing their attitudes (beliefs
and emotions) through these courses play a vital role in organization.

COMPETITIVE ADVANTAGE OF PIA:

It’s a competitive advantage that other airlines does not providing any training programs
regarding employee’s development towards their work attitude. They also set different
workshops for employees’ engagement towards their instructions regarding the attitude norms
set by the organization.
 
EMPLOYEE DISSATISFACTION:

PIA believes that dissatisfaction or absenteeism is affecting the productivity level

of employees, and then the root cause of such factors is identified. If a genuine reason
emerges, the employee is assisted in rectifying the situation; if not, then the employee might
get a letter of warning. Employees at PIA can express dissatisfaction through the ‘Suggestion
Boxes’ located at various sites of PIA.
Furthermore, quarterly employee co-ordination meetings are held where all employees
can share their views with their bosses and subordinates. The organization tries to makes their
employees satisfied.

EMPLOYEE PROMOTION:
During promotions experience, skill, education and past performance of the employee are
considered, however, experience takes precedence over all other deciding factors.
PIA believes that experienced employees have the knowledge and expertise, gained over years,
to handle diverse employees and unprecedented situations. Regarding preference of experience
over the skill or vice versa for the promotions . This suggests that the organization has a dynamic
culture that respects talent and caliber over the constraint to attain a certain experience. The

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top management evaluates employee performance continuously and acutely, and rewards the
deserving ones through promotions
COMMUNICATION:
The organizational structure of PIA is centralized, therefore decision-making is a time-
consuming process and delays occur in downward communication. .Effective communication is
essential in all organizations and it becomes even more essential in an organization like PIA due
to its large size and expanded network. It is necessary that people from various departments
communicate between each other to have an overall uniformity. But according to their
employee’s communication in PIA are not so much effective.

MULTI DIMENSIONAL TASK:

In order to make the employees familiar with multi-dimensional tasks, employees are rotated
within the department at PIA employees in finance exchange tasks relating to finance;
employees for operations are rotated so they learn various kinds of operations instead of one.
However, there is no rotation between departments.

EMPLOYEE SECURITY:
According to the “Business Principles & Ethics Policy”, employees at PIA are required to
maintain an environment, devoid of harassment, in which all members are equally respected
and encouraged to contribute to the best of their abilities in an atmosphere of freedom and
mutual trust. The company maintains a set of HR policies that clearly defines the issues,
procedural solutions and the penalties the violator has to bear. Especially for those
departments where there is more female staff, a supervisor is kept to check for any irregularity
on every shift to ensure a safe working environment.

EMPLOYEE SATISFACTION:
Employee satisfaction is essential for the retention of competent employees at PIA. The
management strives to achieve this by promoting employees through rewards, promotion,
bonuses, medical facilities and yearly vacations.

CODESOFCONDUCT:
If the code of conduct is violated in PIA, a ‘Show Cause Letter’ is issued while in severe cases the
employee is suspended until a proper investigation takes place. They strictly emphasis on the
code of conduct for its employees as it aims to maintain the behavioral ethics set by the
organization. In case of a conflict over the code of conduct, then formal discussion between the
employee and the upper management takes place to resolve the issue. As PIA believes in
flexible oriented environment.

POLICIES AND PROCEDURES:

It deals with every aspect of employee behavior. If any inappropriate situation arises by the
employees or any staff member, the employee is given a written warning to strongly clarify his

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inappropriate  performance. The third time a letter of termination is handed over to that
person. This signifies that PIA is very particular in maintaining high standards of quality,
negligent behavior is never overlooked.

MOTIVATION:
As a highly competitive environment, PIA needs to motivate its employees. For this purpose,
‘Promotion Boards’ are held twice a year. ‘Extra-mile Awards’ are handed over to the
competent employees. It incorporates a vibrant culture of motivating its employees through
different tools to ensure continuous satisfaction, growth and energizing behavior. The core
elements used to motivate employees are yearly and quarterly monetary appraisals based on
their outstanding performance

EMPLOYEE EMPOWERMENT OF PIA:

PIA should make efforts towards empowering the employees that is going to lead to more
employee participation in the decision making process and also result in more employee
satisfaction and enhanced motivation. Apart from this, employees would feel more
independent to discuss the issues explicitly without hesitation. This would also enhance team
work process at PIA as quality team and cross-functional teams

FORMAL GROUPS:
At present, all unions have been banned in all public/semi-government organizations under the
policy of the government. Disagreement among employees is resolved through applications and
appeals. Some cases may be dealt by the ELT (Employee Leadership Team), headed by the
chairmen. PIA made a team for look after all the conflicts around the employees.

INFLUENCE OF GROUPS ON DECISION-MAKING:

The sheer size of the organization leads to the formulation of various formal and informal
groups at PIA. The informal groups influence the overall decision making process to some
extent due to the nature of the workplace. These informal groups are formed because many
employees have been there in the organization for several years and they share common
interests that's why the employee does not show more efforts in job.

FINDING OF STUDY:
NO OF CORESSPODENT=4
QUESTIONS IN THE QUESTIONAIRE=25 (25*5=125)

EVALUATION CRITERIA:
STRONGLY AGREE=30%
SOMEWHAT AGREE=20%
STRONGLY DISAGREE=15%
NEUTRAL=5%

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SOMEWHAT DISAGREE=10%

Overall evaluation of organization:

AREAS TO STUDY: FREQUENCY: ANGLE OF THE SECTOR:
RULES AND REGULATION 30% 30*360/125=86
TEAM WORK 30% 30*360/125=86
JOB SATISFACTION 20% 20*360/125=57
DIVERSITY 20% 20*360/125=57
JOB DISATISFACTION 10% 10*360/125=28
CULTURE 10% 10*360/125=28
DISCRIMINATION 05% 05*360/125=14

TOTAL= 125% 357

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
RULES TEAM WORK SATISFACTION DIVERSITY DISATISFACTION CULTURE DISCRIMINATION

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DISCRIMINATION
CULTURE
DISATISFACTION
DIVERSITY
SATISFACTION
TEAM WORK
RULES
0% 10%
20% 30%
40% 50%
60% 70%
80% 90%

QUESTION:1
If you have a chance to change something what thing will you change?
Manager: I will give empowerment to my employees for the Improvement of organization.
QUESTION:2
What are you most and least satisfied with at this organization?
Manager: salary and employees benefit and empowerment

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 PIE GRAPH OF THE GIVEN FACTOR
punctuality
motivation
empowerment
employee benefits

RESULT:
PIA use the custodial model but it is not computed. Employee’s behavior managed by offering
welfare program like pension, Incentive etc. Application of this model depends on economics
resources of organization. They have opportunity to work as a team. They offer different types
of incentives to motivate the employees only to increase revenues in the organization. Job
security is High, little bit discrimination have been observed, they provides job training for
enhancement of work, work place diversity are found effectively, About 57 to 60%
employees are satisfied from the organization. But there is a certain things that employees
want from the organization have to be changed Managers discuss with employees but he
takes decision. Employees participated and contribute to make decision Only how to do
their task because the structure of PIA is centralized.

Delegation of task is minimal in PIA. the current status of employees is less control and
authority. so employees feel distant as far as other issues and problems of the department are
concerned. PIA turned its attention on employees when it faced competition. Otherwise, it was
concentrating more on expansion and profi tability.

CONCLUTION:
Finally, we can conclude that Pakistan international airlines follows organizational behavior but
it is not completed. They improve day by day also they have some limitation. Now a days
airlines also have a tuff competition in the market. so they try their best to satisfy their
customers in certain limitation. But according to the survey PIA need to focuses on the
challenging task to increases their revenues in term of profit by motivating their employees
They have to make strategies to retain its customers same as their competitors do.

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RECOMMENDATIONS:

1-DECENTRALIZATION:
The organization should have to change their organization structure so the employees can engage their
selves in a more better way.

2-EMPLOYEE EMPOWERMENT:
Empowering the employees would leadto More Employee Participation in the Decision Making
Process
Get More Employee Satisfaction
Enhanced motivation
It improves More Commitment and Dedication towards job

3-OVERHEAD COSTS:
PIA should also reduce its overhead costs t h a t a r e i t s h o u l d m a n a g e i t s
r e s o u r c e s : labor more effectively.
They also should allocate new oriented recourses to employers to make the work more
effective.

4-TWO WAY COMMUNICATION:

Top-down approach should be replaced with two-way
communications. The employees would feel motivated andvalued as they would be included in
decision-making.

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