Seriously, when in the last 10 years did the management of Qantas listen to anything from the floor up?
There are plenty of airlines who instigated change, it started with listening to the professionals that deliver the product, be they check in staff, engineers, cabin crew et al.
Qantas continues to do it the wrong way round. It wasn't service failure that created the problem, it was and remains an out of touch management failing almost daily to provide the frontline staff with the correct equipment to deliver the product.
As I have said before, if you want to know how to better deliver cabin service, ask the flight attendants. If you want to know how to better perform a certain maintenance procedure, ask an engineer..Management won't as they 'know' better, hence another programme delivered from the top that is tantamount to saying the reason last year was so horrible was the staff failed to deliver the pollished piece of crap that is IFE, check in systems...etc
Gordon Bethune did it at Continental, the same is occuring at Air NZ..Managers/leaders/what ever their title this week get out of your offices, stop listening to accountants and go see how the work is done..It cannot, never has or will be gleaned from a spreadsheet, pie chart or graph......
