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HRD programs can be key components when an organization seeks to revitalize itself and change its organizational culture. For instance, Cathay Pacific Airways is an international airline based in Hong Kong that serves 141 destinations on six continents. In 2009, Cathay Pacific carried over 25 million passengers, and also maintained a large and growing cargo operation. Worldwide, over 27,000 people work for the airline. A survey in the 1990s revealed that travelers felt that Cathay Pacific service was good, but not as warm and friendly as customers desired. Some even described the service as "robotic." This led to a reexamination of how the company recruited, trained, and managed its employees. One major change that Cathay Pacific made was in its in-flight training department. In the past, trainers devised and followed careful lesson plans. This was intended to provide a set standard of service on all flights. However, to increase customer retention, especially among business travelers, Cathay Pacific decided that something more was needed. So, answer the following question: Assume you are a training manager at this airline. First, what are your thoughts concerning how you would conduct a needs assessment for the airline and what are the grounds for choosing a specific need-assessment method
hrm - structure and use of groups and effective communicationdetermine how a company structures and uses groups or
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