KPIs,Supervisors,Intimidation
Surveys indicate that levels of Customer Satisfaction in QF Economy are rapidly declining.
IFE failures,lack of manpower and an aging fleet have nothing to do with these declines.
Its the Supervisors fault.
Annual KPI reviews are now in full swing.
It is being made quite clear to Supervisors that their position is under review.
Dont conform and you will be demoted.
Concentrate on the negative not the positive and intimidate.
The tried and true motivational tools of the outstanding QF management team.
The Third Reich is alive and well masquerading as Cabin Crew Team Management.
Resistance is futile.
Civil disobedience isn't
The Supervisors job is the most thankless on the aircraft.
50% of the crew,70% of the passengers and 85% of the problems.
Very few tools and no support from anyone anywhere.
But falling Customer satifaction levels are down to them.
On a 3 class a/c there are 315 pax and 6 crew in Y/C
You never see the two assists.
Meal services can take three hours.
Those customers who receive their meals first can sit for over two hours with trays in front of them.
No one will admit that procedures and lack of manpower are responsible for satisfaction declines.
Its easier to blame/scapegoat the Supervisor.
Animal Farm at its best
Last edited by DEFCON4; 16th Aug 2007 at 02:58.