QF's Supplier requirements document. Found it looking at the website under logistics and procurement.
http://www.qantas.com.au/infodetail/...quirements.pdf
It is available on the web for intending suppliers to peruse.
There are some gems in this that seem just a teensy weensy bit at variance with QF's current attitudes and behaviours, especially J*,at least according to what some of YOU are posting.
With MBA hat on what we have here is called "cognitive dissonance". Do as I say not do as I do. It is a function of the distance between the exalted one and the coal face. Obviously if that distance was shorter, the hypocrisy of the document would become apparent.
Either that, or QF seriously believes its standards are high and that its workforce (but not its suppliers) may be harassed and bullied at will as seems to have happened to LAME's and others.
Comments please..
Line one:
"1.1 The standards Qantas maintains as a corporation are key to our business success."
"3.1 Suppliers are required to ensure that their Personnel conduct themselves in a professional
manner consistent with;....................................
(b) Qantas’ commitment to customer service excellence;
5.1 What are the Standards?
The standards of personal behaviour expected of a Supplier's Personnel include:.........................................
(c) demonstrating Qantas values;
(d) providing excellence in customer service;
5.5 Providing excellence in customer service
Where a Supplier's Personnel are dealing with Qantas customers ...............................................the Supplier must ensure that each individual
member of its Personnel:
(a) presents a positive and professional image of the individual and Qantas;
(b) assists Qantas to take ownership of service failures and takes action to fix the
problem;
(c) recognises customers in a warm, friendly, professional manner, using their names at
every opportunity;
(d) cooperates with Qantas Personnel for the benefit of the customer;
(e) provides an alternative or explanation when unable to meet customer requests;
(f) assists Qantas to take ownership of and follow through on customer requests and
problems with empathy;
(g) ensures that the individual's job knowledge and skills impress the customer;
(h) endeavours to understand the needs of the customer;
(i) ensures the customer feels safe and secure; and
(j) presents the individual and Qantas in a pleasant manner that reflects a premium
international and contemporary style of excellence.
5.8 Unacceptable behaviours
A Supplier must ensure that its Personnel do not engage in unacceptable behaviours.
Unacceptable behaviours include:
(a) abuse, harassment/bullying or discrimination;
(b) physical assault;
(c) threatening or intimidating behaviour;
10. Qantas Commitment
10.1 Qantas promotes a working environment free of intimidation, threat and humiliation.
10.2 Harassment or bullying by a Supplier's Personnel of Qantas Personnel or members of the
general public is not permitted.
10.3 Similarly, the Personnel of Suppliers should not be harassed or bullied by Qantas Personnel.
12. What is Harassment?
12.1 Harassment and/or bullying is any unwelcome behaviour that:
(a) offends, intimidates, or humiliates another person; and/or
(b) makes the workplace uncomfortable or unsafe; and