29.92"Hg
5th May 2009, 01:13
Hi all,
Just wondering what other airlines are like in terms of assessing their crews' performance?
For SQ, I was told that crew have inflight audits randomly 6-8 times a year and their annual appraisal is based on those audits.
For CX, their crew are rated each flight by their purser on service skills, grooming, product knowledge and teamwork which works like a report card system with percentile rankings updated every month.
Could anyone please share what's it like at your airline?
Cheers!
gadgetman
10th May 2009, 19:32
At EK, senior crew are expected to complete 5 performance appraisals a month on junior crew.
The appraisals are in divided into sections, interracting with other crew, passengers, product knowledge etc... They are multi-choice style format, with comments expected to be attached, and a overall write-up at the end. So far so good, all from approved method of beginners-guide-to-an-MBA school of thought.
Senior crew are given lots of patronising instruction on how to go about filling out the appraisals, to the point where it seems that most of them are reading from a script.
"Hello [insert name here], lets sit down for a moment. How do you think the flight has gone today? What do you think you did well today [insert name here]? Is there anything you think you could improve on [insert name here]?"
They then tick the boxes, ensuring they also include a 'developing area'. For those not up to speed with management-speak, a 'developing area' is something negative, no matter how the MBA-nightschool-grads try to dress it up. new senior crew are strongly encouraged to look for developing points, to the point where most see them as compulsory, and are frequently known to make them up when they can't fault a crew on anything else.
More experienced senior crew seem to have run out of things to say on the appraisals and literally cut'n'paste comments from previous appraisals.
The appraisals are then entered into the computer system in the seniors own time (unpaid), where they sit, unread by the crew's managers. This has been tested, and unless managers are specifically emailed about an appraisal, they do not read them.
seniors are judged on their appraisals, but as the appraisals are not read, they are judged purely on the amount they complete.