BlackSheep,
good example of why quality management should be separate from other kinds of management - and not responsible to the rest of the management. Horrorstory indeed.
Plastic Bug,
ditto in the company I worked for. Unless you were criminally negligent or under the influence, no punishment - as long as you reported. The result? We had really good statistics, even with a lot of new people. The fact that we all knew the statistics is a good example of the work done - the statistics got posted on the noteboard, with comments. QM at work!
ShotOne,
if you make it SOP in your company to say "hi, howsitgoin?" and chat a bit with the ground crews at every airport... you will soon find that you get that extra bit of effort just where it can do some good at every airport. That's how people work. <img src="smile.gif" border="0"> We'd work 100% to get every flight off on time... but there were one or two companies where the aircrews often stopped for a chat and for those we'd take a delay personally and give it 102%...
*pssst* And if you want the ramp equivalent of limousine service there's a sure way... use leftover catering for bribes! Your crew bags will be delivered to the cockpit while you're taxiing in... almost. But remember, you didn't hear it from me! <img src="wink.gif" border="0">
Cheers,
/ft