Review Of The Consulting Mandate Method


Eagle Air Taxi Inc. belongs to the Air Taxi segment of the Airline Industry. Air Taxi service has revolutionized travel for business travellers. Air Taxis have expanded the market by offering personalized air travel with competitive pricing in relation to charter flight services (Air Taxi Association, 2010). This has been made increasingly possible with the invention of the high performance twin engine piston aircraft and its exponential growth recently. In the Ontario and Quebec, the market of Air Taxi has yet to be penetrated. Presently, charter and commercial airlines are unable to offer reasonably priced, hassle free personal business travel options.

Eagle Air Taxi Inc. is a new air taxi company in its formative stages, incorporated in October 2009. Operations are targeted to commence in the spring of 2011. The founder, Daniel Dobrjanski, MEng- Aerospace, has extensive experience in the Aerospace Industry. The company is being organized to take advantage of a specific gap in the short haul domestic market. The on-demand air taxi will offer business air taxi services between major markets in the provinces of Ontario and Quebec. This service will target the top 10% of income earners, as opposed to the 1% that are typically attracted to charter services.

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Key to obtaining licensing required for start-up, it is necessary for the position of Chief Pilot to be filled. To further aid in the implementation, the Aviation Consultant will secure the necessary licensing in order to commence flight operations. At this point, Eagle Air Taxi will be fully operational and will seek to fill the position of Dispatcher and Reservation Clerk to book flights.

To assist in this process, we have provided job descriptions for the necessary hires, a Recruitment guide to attain the desired talent and a Training and Orientation policy to introduce the new hires to the company. To fulfill these requirements we gathered information from an extensive pool of resources. These resources ensured that the legalities within the Airline Industry were incorporated into the job descriptions and considered within the Training and Orientation policy and Recruitment strategy.

4.0 Recommendations:

As per the request of Eagle Air Taxi below are two alternative options to fulfill the role of Dispatch and Reservation Clerk. We have provided a brief synopsis of the viable options that differ from traditional internal staffing.

Outsourcing Business Process:

Outsourcing Business Processes essentially means that Eagle Air Taxi would not fill the position of Dispatch and Reservation Clerk and instead hire an outside company to provide that service. There are both national and international companies that specify in the areas of travel and hospitality. The premise for this choice is to be cost efficient while adhering to customer service needs. The main advantages for Eagle Air Taxi are:

Flexible Staffing and Best Practices

A predictable monthly expense

Improved customer satisfaction

Cost efficient

Easily fulfil the needs of other language requirements (English and French)

Deliver differential services

Consistency can aid in Brand building

Convenience for customer satisfaction (can be made available 24/7)

Web Based Reservations:

A unique and different option to fulfil the position of Dispatcher and Reservation Clerk is web based software. Web based software is developed with the intent to allow customers to book flights online. Companies offer unique choices to tailor to the needs of the business. In conjunction with the ability for customers to reserve online there is also an e-commerce option that accepts payment. Eagle Air Taxi would be able to input, dates, origins, destinations and air crafts used and the software would organize the information into a complete flight management system. The advantages are:

Easy access, as it is web based

Allows for customization, help build Brand

Creates a competitive and technological advantage

Ideal for building a customer base, allows for tracking

Allows for simplicity and follows the trend of online services for customer satisfaction

Predictable monthly expense

Allows for growth, as software can be modified


To provide a contrast point; there are some disadvantages to external hiring for this position:

Outsourcing may not be the most cost efficient in light of first year operations

Possible compromise of security and confidentiality of business practices

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Customer service could suffer if outsourcing company has numerous contracts with other companies

Locus of control is widened

Contractual issues between company and outsourcing services

Loss of customer interaction

Recruitment Guide

It is our recommendation that Recruitment efforts begin three months prior to start-up date for operations. This will enable numerous applications to be submitted and reviewed, providing ample opportunity to interview and assess candidates. The checklist provided will ensure the consistent evaluation and assessment of candidate's capabilities and simplify the selection of appropriate candidates for positions required. This process ensures that all legal requirements are accounted for in the Recruitment Process for Eagle Air Taxi, Inc.

Training and Orientation Plan

We recommend that training and orientation take place prior to a new employee commencing work. Training is essential to ensure the safety of our employees and customers and reduce work related injuries. The type of training required for each employee with depend on the nature of their job and should be specifically identified for each position to meet legislation. A successfully executed plan will help to reduce start up costs by helping the employee get up to speed quickly, thereby reducing the costs associated with learning the job. The anxiety that results from entering into an unknown situation can be reduced by providing guidelines for behaviour and conduct so the employee doesn't have to experience the stress of guessing. Orientation shows that the organization values the employee and helps provide tools necessary for succeeding in the job. Finally new employees can develop realistic job expectations, positive attitudes and job satisfaction by learning early on what is expected of them and what to expect from others in addition to learning the values and attitudes of the organization. Although orientation can be ongoing, there are two initial phases as follows;

Phase 1 Overview Orientation:

Overview orientation deals with the basic information the employee will need to understand the broader system they work in and includes;

The Company in general

Important policies and general procedures that are non-job specific

Information about the compensation and benefits

Safely and accident prevention issues

Employee rights and responsibilities

Physical facilities

Phase 2 Job-Specific Orientation:

Job-Specific orientation is the process that is used to help the employee understand their specific job related responsibilities and includes;

Function of the organization and how the employee fits in

Job responsibilities, expectations and duties

Job specific policies, procedures, rules and regulation

Layout of the workplace

Introduction to co-workers and other people in the broader organization

Implementation Plan

5.1 Job Descriptions

5.2 Recruitment Guide

5.3 Training and Orientation

Job Description

Position Title: Chief Pilot

Work Location: Buttonville Airport

Date Prepared: March, 2010


This position is a key position which provides on demand air taxi service to business travellers between Ontario and Quebec airports. The Chief Pilot will be the face of Eagle Air Taxi and responsible for providing professional and friendly service with an emphasis on safety.


Conduct flights for business clients between Ontario and Quebec airport destination.

Load and unload passengers and luggage

Preparation of flight plans

Provide orientation and coaching to new pilots joining the company.

Test new aircraft to evaluate aircraft performance

Train new pilots to use equipment, or prepare them for examination to re-validate or upgrade existing licences.

keep up to date on changes in technology and regulations,

Basic administrative duties to keep track of records.


Aviation College Diploma

Commercial Pilot licence

5 years small charter flying experience

Bilingual (English-French)

Multi-engine and instrument rating

While be required to obtain additional licenses fly different types of aircraft as necessary

Fully knowledgeable of CAR (Canadian Aviation Regulations)

Superior customer service skills

A strong sense of responsibility for the safety of the aircraft and passengers

Reliable, level headed and calm under pressure

Self-confidence and the ability to inspire confidence in others

Ability to plan, analysis and problem solve

High degree of initiative and adaptability

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Pilots, flight engineers and flying instructors work in pressurized airplane or helicopter cockpits as well as in offices. They usually work irregular hours and often experience jet lag and fatigue. Airline pilots can expect to be away overnight or for longer periods.

This position is required to travel 100% of the time.

Job Description

Position Title: Aviation Consultant

Work Location: Buttonville, Ontario

Date Prepared: March 2010

POSITION SUMMARY: This is a contract position for two to three months which provides business aviation and small airline start-up experience. The work requires knowledge of the policies, procedures and regulations of aviation safety programs, managerial techniques, personnel policies and procedures. A member of the start up team, this individual will contribute to the implementation of the business plan, applying for permits and extensive knowledge of Canadian aviation regulations.


Contribution to and the implementation of the business plan

Application for permits and licensing

Extensive knowledge of Canadian Aviation Regulations


Have current knowledge of Canadian Aviation Regulations

Thorough knowledge of the implementation of policies, procedures

Thorough knowledge of airport operations

Thorough knowledge of aviation safety requirements and enforcement

Thorough knowledge of aviation inspection procedures and techniques

At least 10 years experience working as an aviation consultant

Ability to plan, analysis and problem solve

Adept at building relationships, both internal and external.

High degree of initiative.

Proven ability to work successfully in a team environment.

Strong communication both written and verbal, presentation and facilitation skills.

Superior organizational skills

Well developed coaching and leadership skills.

Creative, forward thinker.



The physical demands described are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to sit, talk and hear, use hands to handle, control or feel objects within an office environment

The employee is required to wear work attire appropriate to a professional environment in which meetings with internal and external customers occur regularly.

This employee is occasionally required to be in a construction environment where personal protective equipment is mandatory. In such conditions the employee will be exposed to loud noise, near moving mechanical parts, be exposed to fumes or airborne particles, outdoor weather, high precarious places.

This position is required to travel between 5%-20% of the time.

Job Description

Position Title: Dispatch and Reservation Clerk

Work Location: Buttonville Airport

Date Prepared: March, 2010


The Reservation Clerk is responsible for the booking of flight reservations for Eagle Air Taxi. They will organize flight times, provide assistant to those seeking a flight reservation and will notify the appropriate internal channels with the confirmation of the flight reservation.


Answer in-bound calls

Provide prospective and actual Passengers with information and recommendations with regards to their travel plans; this is not limited to general inquiries related to aviation safety and basic knowledge of CAR.

Assist Passengers by providing information for flight

availability, schedules, and fares

Navigate computer software and input flight reservations

Place out-bound calls when necessary to both Passengers and Pilots for advisement of flight changes or confirmation of flight reservation


Bilingual (English-French)

High School Diploma or equivalent

Ability to learn customer service and reservation software application

Ability to multi-task, plan and organize

Strong verbal and written communication skills

Superior customer service skills

Professional demeanour and telephone etiquette

Must be self directed and able to work with little supervision


The incumbent will be expected to spend long hours sitting and using office equipment, primarily the computer. This employee may be occasionally required to be in a construction environment where personal protective equipment is mandatory. In such conditions the employee will be exposed to loud noise, near moving mechanical parts, be exposed to fumes or airborne particles, outdoor weather, high precarious places.

Recruitment Guide

Step 1: Review the position/to fill the vacancy

The Director of Operations will assess the short and long term requirements for the position and the requirements to fill the vacancy. The following will be considered:

Staffing Plan for the company


Current / Future Requirements

Job Skill Requirements

Occupancy needed to meet staffing requirements (e.g. ongoing, fixed term)

Adequacy and suitability of position description


Note: This review may involve other managers within the faculty/service centre.

 Step 2: Establish the most efficient Recruitment Strategy Method to obtain a pool of candidates

 The Director of Operations will determine the best way of attracting appropriately qualified candidates to meet the needs of the business.

Alternatives for acquiring a pool of applicants are:

Professional/Industry Organisations:


Aviation Week Magazine

Flight International Magazine


  Step 3: Receive and organize applications

The Director of Operations will arrange for receipt and organization of applications and will obtain information including the following:

Original Applications

Position Description

Recruitment Process Check List

Step 4: Initiate selection by examining applications and determining a shortlist of candidates

The Director of Operations will review the information and create a short list to identify the most competitive candidates. They will then rank the candidates against the selection criteria for inclusion. Candidates not shortlisted will be informed that they were unsuccessful.

 Step 5: Assess short listed candidates

The Director of Operations will carry out interviews and apply other applicable assessment methods to acquire information relevant to the business needs of Eagle Air Taxi, position role & responsibilities and selection criteria. The assessment methods must be consistently applied to all contenders for a vacancy and will consist of but not be limited to:


Skills/aptitude test

Work samples/simulations

Reference check (mandatory for the recommended applicant)

Following the examination of information, including the candidate's application/resume, the Director of Operations will review all the information and determine a ranking of the candidates. The ranking will determine the candidates who meet the criteria and their level of merit.

Step 6: Recommend Outcome

The Director of Operations will make certain that the recommendation is integrated in a Selection Report.

The Selection Report will enclose the following:

Outline of assessment against the selection criteria for each shortlisted candidate (i.e. Interview notes)

Recommendation of favoured candidate(s), compensation to be offered and probationary conditions

Ranking of shortlisted candidates (where appropriate)

Support by selection panel members

The Selection Report should be completed within 1 day of the finalisation of selection activities.

Step 7: Verbal offer of employment to favoured candidate and discuss employment terms and conditions

 The Director of Operations will contact the recommended candidate and inform them of the offer subject to relevant conditions. The contact may address:

Compensation package details

Availability for commencement of employment

Explain terms and conditions of employment including terms, probation etc.

This should commence as soon as approval of the recommendation is received.

 Step 8: Make written offer of employment to candidate

The Director of Operations will coordinate for the formal written offer and contract of employment to be written up (in agreement with the selection report) and send out within 1 day of receipt of the approved Selection Report and recommendation.

 Step 9: Inform unsuccessful candidates and make feedback/counselling available

 The Manager will make certain that unsuccessful (shortlisted) candidates are informed of the selection decision, in a timely manner immediately following contact with the preferred applicant. The Director of Operations is encouraged to offer and/or proactively provide feedback to candidates.

 Step 10: Arrange appointment and commence orientation process

The Director of Operations will make certain that all appointment documentation is stored on the Vacancy File and the appointment is complete. This will include:

Acquiring a signed contract of employment

Updating of all information/records

Ensuring orientation is planned and conducted

Storage and preservation of all original recruitment and selection documents for 12 months in accordance with records management guiding principles.

Recruitment Checklist:


Follow up Notes

Step 1: Review the position/to fill the vacancy


Step 2: Establish the most efficient Recruitment Strategy Method to acquire a pool of candidates


Step 3: Receive and organize applications


Step 4: Initiate selection by reviewing applications and determine a shortlist of candidates


Step 5: Assess short listed candidates


Step 6: Recommend outcome


Step 7: Verbal offer of employment to favoured candidate and discuss employment terms and conditions


Step 8: Make written offer of employment to candidate


Step 9: Inform unsuccessful candidates and make available feedback/counselling


Step 10: Arrange appointment and commence orientation process


Training and Orientation Policy

It is the policy of Eagle Air Taxi to provide training and orientation new employees prior to commencing work. Training is essential to ensure the safety of our employees and customers and reduce work related injuries. It is our intention with this policy to offer new employees the best opportunity to be successful in within their roles and have a positive working experience by helping them increase their awareness of the company and the specific responsibilities of their new role. Our 12 step program listed below outlines the requirements of the program followed by the control lists to ensure proper implementation of the plan.

Employee Training and Orientation Program

Welcoming the employee to the Company-orientation to the business;

Overview of the development of Eagle Air Taxi

Mission Statement

Corporate Goals and Objectives

Organizational Structure

Future Development Plans

Company policies and procedures - for example;

Customer Care Policy

Dress Code

Reporting Procedures

Expense Claims

For Pilots this would include an orientation of the aircraft

Explanation of benefit package

Tour of facility and work areas

Review of job responsibilities and performance expectation

Finalize employment documentation

Emergency Plans

First Aid and Injury procedures

Legislation pertaining to;

Health and Safety

Canadian Aviation Regulation

Safety procedures

Housekeeping and Equipment

Annual training requirements

Orientation Checklist:




Confidentiality Agreement

Emergency Contact Information

Application for Benefits Coverage

Orientation Completed

Item Follow up Notes

Completion of Forms

Introduction to Employees

Tour of Facility

Review of Employee Policies

Review of Benefits

Completion of Training Plan

Managers Signature/Date Employee Signature/DateTraining Plan Checklist:

Emergency Plans Follow-up Notes

Emergency Evacuation Plans

Fire Prevention Plan

Fire Extinguisher Training

First Aid/ Injury

First Aid Program and Procedures

Workers Compensation program

Procedures to Report Workplace Injury, Illness

Review of Personal Protective Equipment


Safety Rules/Meetings

WHMIS Training

Housekeeping and Equipment

Care and maintenance of Aircraft

General housekeeping procedures

Annual Re-Training Requirements

Recertification for Pilots

Managers Signature/Date Employee Signature/Date

6.0 References