This is an article written by Herb Kelleher...the fella who started Southwest Airlines.
My question is why most modern management are incapable of seeing this success and emulating it...if nothing else out of enlightened self interest? Of course the answer is their personality types...you can't just pretend this stuff from 9-5 you must be it.
Note especially which company personnel, besides aircrew, partcipate in the CRM courses...this is a telling point.
This company has about 20000 staff/ 4000 pilots/ 429 aircraft...Qf has 36000 odd staff, how many pilots/aircraft?
I don't think GoD is a Herb Kelleher type personality.
Herb Kelleher article