Originally Posted by
kenfoggo
Most successful companies realise that their customer base is built upon the three foundations of “ People, Relationships and Trust”. This results in the repeat custom and “family” which generates the kind of response from “bigjames” above.
So, I am rather bemused by the direction that the management of this airline are taking the company. The apparent deliberate brand erosion is destroying the unique selling point of this airline, namely that is used to be a quality experience. Lowering standards of service, lowering standards of catering, no first class on all newly acquired aircraft, delays, dirty aircraft etc, etc,etc are all contributing to the customer looking to the competition. If this company has a direction it is leaving the customer and it’s own staff behind.
"direction that the management of this airline are taking" ??
Kenfogo; The direction is simple, easy to understand and has remained unchanged for decades:
"Leadership" at CX (Swire), at levels of GM and above, are remunerated by; 1. a monthly salary and 2. a cut (%) of the $'s they can cut off the annual budget that individual is responsible for.
Also free housing, company car and even a driver at certain levels.
With that being said, the impetus driving these "leaders" remuneration rewards would tend toward short term goals of 1 year rather than 5, 10 or 15 year plans aimed at the long term direction and viability of the company and the product they are trying to sell.
Add this to the narcissistic qualities of the management archetype they seem to seek and/or groom and you get your answer. Simple..
Whoever made these decisions is not looking 10 years down the road, he/she is looking at next April. Again, simple.
Sad, yes, complex, no.