Interesting QF Document
Thread Starter
Interesting QF Document
QF's Supplier requirements document. Found it looking at the website under logistics and procurement.
http://www.qantas.com.au/infodetail/...quirements.pdf
It is available on the web for intending suppliers to peruse.
There are some gems in this that seem just a teensy weensy bit at variance with QF's current attitudes and behaviours, especially J*,at least according to what some of YOU are posting.
With MBA hat on what we have here is called "cognitive dissonance". Do as I say not do as I do. It is a function of the distance between the exalted one and the coal face. Obviously if that distance was shorter, the hypocrisy of the document would become apparent.
Either that, or QF seriously believes its standards are high and that its workforce (but not its suppliers) may be harassed and bullied at will as seems to have happened to LAME's and others.
Comments please..
Line one:
"1.1 The standards Qantas maintains as a corporation are key to our business success."
"3.1 Suppliers are required to ensure that their Personnel conduct themselves in a professional
manner consistent with;....................................
(b) Qantas’ commitment to customer service excellence;
5.1 What are the Standards?
The standards of personal behaviour expected of a Supplier's Personnel include:.........................................
(c) demonstrating Qantas values;
(d) providing excellence in customer service;
5.5 Providing excellence in customer service
Where a Supplier's Personnel are dealing with Qantas customers ...............................................the Supplier must ensure that each individual
member of its Personnel:
(a) presents a positive and professional image of the individual and Qantas;
(b) assists Qantas to take ownership of service failures and takes action to fix the
problem;
(c) recognises customers in a warm, friendly, professional manner, using their names at
every opportunity;
(d) cooperates with Qantas Personnel for the benefit of the customer;
(e) provides an alternative or explanation when unable to meet customer requests;
(f) assists Qantas to take ownership of and follow through on customer requests and
problems with empathy;
(g) ensures that the individual's job knowledge and skills impress the customer;
(h) endeavours to understand the needs of the customer;
(i) ensures the customer feels safe and secure; and
(j) presents the individual and Qantas in a pleasant manner that reflects a premium
international and contemporary style of excellence.
5.8 Unacceptable behaviours
A Supplier must ensure that its Personnel do not engage in unacceptable behaviours.
Unacceptable behaviours include:
(a) abuse, harassment/bullying or discrimination;
(b) physical assault;
(c) threatening or intimidating behaviour;
10. Qantas Commitment
10.1 Qantas promotes a working environment free of intimidation, threat and humiliation.
10.2 Harassment or bullying by a Supplier's Personnel of Qantas Personnel or members of the
general public is not permitted.
10.3 Similarly, the Personnel of Suppliers should not be harassed or bullied by Qantas Personnel.
12. What is Harassment?
12.1 Harassment and/or bullying is any unwelcome behaviour that:
(a) offends, intimidates, or humiliates another person; and/or
(b) makes the workplace uncomfortable or unsafe; and
http://www.qantas.com.au/infodetail/...quirements.pdf
It is available on the web for intending suppliers to peruse.
There are some gems in this that seem just a teensy weensy bit at variance with QF's current attitudes and behaviours, especially J*,at least according to what some of YOU are posting.
With MBA hat on what we have here is called "cognitive dissonance". Do as I say not do as I do. It is a function of the distance between the exalted one and the coal face. Obviously if that distance was shorter, the hypocrisy of the document would become apparent.
Either that, or QF seriously believes its standards are high and that its workforce (but not its suppliers) may be harassed and bullied at will as seems to have happened to LAME's and others.
Comments please..
Line one:
"1.1 The standards Qantas maintains as a corporation are key to our business success."
"3.1 Suppliers are required to ensure that their Personnel conduct themselves in a professional
manner consistent with;....................................
(b) Qantas’ commitment to customer service excellence;
5.1 What are the Standards?
The standards of personal behaviour expected of a Supplier's Personnel include:.........................................
(c) demonstrating Qantas values;
(d) providing excellence in customer service;
5.5 Providing excellence in customer service
Where a Supplier's Personnel are dealing with Qantas customers ...............................................the Supplier must ensure that each individual
member of its Personnel:
(a) presents a positive and professional image of the individual and Qantas;
(b) assists Qantas to take ownership of service failures and takes action to fix the
problem;
(c) recognises customers in a warm, friendly, professional manner, using their names at
every opportunity;
(d) cooperates with Qantas Personnel for the benefit of the customer;
(e) provides an alternative or explanation when unable to meet customer requests;
(f) assists Qantas to take ownership of and follow through on customer requests and
problems with empathy;
(g) ensures that the individual's job knowledge and skills impress the customer;
(h) endeavours to understand the needs of the customer;
(i) ensures the customer feels safe and secure; and
(j) presents the individual and Qantas in a pleasant manner that reflects a premium
international and contemporary style of excellence.
5.8 Unacceptable behaviours
A Supplier must ensure that its Personnel do not engage in unacceptable behaviours.
Unacceptable behaviours include:
(a) abuse, harassment/bullying or discrimination;
(b) physical assault;
(c) threatening or intimidating behaviour;
10. Qantas Commitment
10.1 Qantas promotes a working environment free of intimidation, threat and humiliation.
10.2 Harassment or bullying by a Supplier's Personnel of Qantas Personnel or members of the
general public is not permitted.
10.3 Similarly, the Personnel of Suppliers should not be harassed or bullied by Qantas Personnel.
12. What is Harassment?
12.1 Harassment and/or bullying is any unwelcome behaviour that:
(a) offends, intimidates, or humiliates another person; and/or
(b) makes the workplace uncomfortable or unsafe; and
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Sunfish/Qantas
Sunfish ,like many of us, has no doubt a number of reasons to be anti Qantas Management.(not anti Qantas)He just doesn't want QF to end up in the same place as AN.
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I'm not sure I understand your point, Sunfish.
All employees for Qantas are supposed to achieve these standards. Most of us do. There are those who sometimes fall short, just as in any organisation. Including contractors. So what?
Is your point about Management not adhering to these standards? Because that is altogether another issue. And there is a difference between ccorporate bullying (ie Company to union) and individual bullying.
All employees for Qantas are supposed to achieve these standards. Most of us do. There are those who sometimes fall short, just as in any organisation. Including contractors. So what?
Is your point about Management not adhering to these standards? Because that is altogether another issue. And there is a difference between ccorporate bullying (ie Company to union) and individual bullying.
Thread Starter
This is not anti - Qantas, its anti QF management.
Based on what some of your own QF people are saying about the dificulty of providing excellent service through maintenance and resource issues, QF is not living up to its own ideals.
J* by all accounts doesn't live up to them either and this document applies to the Qantas Group, not just mainline.
It MUST also apply internally otherwise your employees are in a highly confusing position, and they will consequently have great trouble making decisions.
To put it in pilotspeak, its analogous to be threatened with the sack if you carry more than minimal allowable juice, but at the same time your company is telling you to tell the pax how safe they are.
To put it yet another way you will constantly have to decide:
"do I follow the written policy or do I follow the REAL UNWRITTEN rules management is operating by?"
I suggest that at this point the cognitive dissonance is only affecting your purchasing. I suggest that if this attitude escapes from purchasing into flight operations or engineering, then you are all in real trouble.
Based on what some of your own QF people are saying about the dificulty of providing excellent service through maintenance and resource issues, QF is not living up to its own ideals.
J* by all accounts doesn't live up to them either and this document applies to the Qantas Group, not just mainline.
It MUST also apply internally otherwise your employees are in a highly confusing position, and they will consequently have great trouble making decisions.
To put it in pilotspeak, its analogous to be threatened with the sack if you carry more than minimal allowable juice, but at the same time your company is telling you to tell the pax how safe they are.
To put it yet another way you will constantly have to decide:
"do I follow the written policy or do I follow the REAL UNWRITTEN rules management is operating by?"
I suggest that at this point the cognitive dissonance is only affecting your purchasing. I suggest that if this attitude escapes from purchasing into flight operations or engineering, then you are all in real trouble.
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machinegun.QF will never end up like AN for two reasons.one is the Australian govt and second the zero chance that ANZ could ever be serious contenders for ownership.What a disgusting job they did in that position with AN,and how much better it could have been for all concerned if the had left the second half to that other company.But having stuffed it up they screwed the aussie staff.No way now they could do the same to QF.
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Agreed, RIVER1, and it would never be allowed to happen as long as Anderson is the Minister for Qantas and defending his current, and future, positions.
Kind regards,
TheNightOwl.
Kind regards,
TheNightOwl.
