| Buffadog,
You are spot on but I fear that the majority of GHA Management at Station level could not deliver accurate performance data even though some have the data available.
I have used a balanced information approach before with airline customers who only wanted to play the OTP / blame game. When we laid out before them even basic performance statistics like how many times we made up ground tiome after a late arrival against attributable delays; or how another service provider or their own crews were a root cause of a delay problem their attitude often changed, become less agressive and more constructive. Valid information is key to managing a customer relationship but sadly in today's business there does not seem to be many individuals who can do this. |