This thesis was concerned with the assessment of productivity among shift workers,
specifically flight attendants. Its purpose was to identity the relationship between the
factors that influence the productivity of flight attendants in Kenya and the some of the
approaches that can be used to reduce any negative influence of shift work.
Flight attendants from Kenya Airways as well as management staff participated in the
study. The study design was cross sectional and utilised descriptive research strategies.
Two methods were used to gather data in relation to the study objectives. These were
semi-structured interviews with the Safety Manager, Operations Manager, Inflight
Manager and Crew Scheduling Manager and structured questionnaires with the flight
attendants. The study was carried out at Kenya Airways head office facilities in Nairobi,
Kenya and the study population was made up on flight attendants employed by the
airline. A total of two hundred flight attendants and four managers participated in this
study and these were selected through a convenience sampling process.
The findings indicate that higher levels of fatigue, mental health and physical health all
influence productivity. In addition some key approaches proved significant in reducing
the influence on productivity, including scheduling factors; education of flight
attendants on fatigue management; influence and support of supervisors; colleagues
support; input during decision making as well as fair performance appraisal systems.
Results from the questionnaire also indicate knowledge gaps regarding some of the
organisational measures in place to reduce the negative productivity impact resulting
from shift work.
Key recommendations include initiatives to improve the physical health of flight
attendants and deal with the negative perceptions of rostering systems and
performance appraisals. There is also the need to carry out formalised training
regarding personal health and fatigue as well as improve the rostering and scheduling
systems. Areas for further research include an investigation into the differences in fatigue levels
experienced by the various cadres of flight attendants and the effects of individual
personality on productivity outcomes among shift workers in other sectors.