Qantas Training Centre For Service Excellence
Qantas has spent $10m on a training centre for 18000 of its frontline staff.
Qantas still has yet to get the fundamentals right and they provide training to teach people how to suck eggs.
The fleet is ancient
The IFE system still has a failure rate of 22% fleet wide.
Ontime departures and associated maintenance issues still dog the schedule.
The adversarial relationship with staff is still evident.
All this centre will do is set staff up to fail.
In a service industry/transport company, staff should not be put in a position where they have to apologize for a service failure or explain to a customer they cant have something that should be readily available.
Qantas is striving for consistency yet they have CC bases in LHR,BKK and AKL.Different cultures and vastly different wages structures.
This provides for little loyalty and even less consistency.
Lesly Grant and Borghetti.....get the fundamentals right, provide the resources and THEN train your people.
Worlds Premium Airline?
Not while the earth rotates will that ever happen
Last edited by Ka.Boom; 28th Jan 2009 at 08:49.