Qantas Training Centre For Service Excellence
Join Date: Oct 2006
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Love it !
Finally.............my favourite topic-THE INCOMPETENT BUFFOONS we call QF management.
These shelf packers need more than a excretional program to give them some reality-they need to get off their butts and experience the operation to see what really happens-then. just maybe we may have some hope
I for one will be pulling the pin everytime I am rostered on this "reprogram".
I have done:
I have done my penance.......
These shelf packers need more than a excretional program to give them some reality-they need to get off their butts and experience the operation to see what really happens-then. just maybe we may have some hope
I for one will be pulling the pin everytime I am rostered on this "reprogram".
I have done:
- SPIRIT WORKSHOPS
- TAKING OFF
- FLYING HIGH
- J/C LAUNCH...GOLD LAMAE FIASCO
- EXCEPTIONAL #1 & #2
I have done my penance.......
Join Date: Jan 2005
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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......
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......
Join Date: Dec 2007
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The Board has chosen a new CEO and he has a new agenda and is very success driven. But it will take time and this is a start. Or did you think change would spontaneously erupt?
Why not listen for a while instead of whining about how "you've seen it all before". Just maybe some of the previous initiatives had some good in them....maybe some were wild eyed and inept. There is change and if its too hard to get out of the "poor me" culture then stand aside and let someone else have your graet job.
Or....be part of the rebuilding.....far more difficult than moaning but much more rewarding
Why not listen for a while instead of whining about how "you've seen it all before". Just maybe some of the previous initiatives had some good in them....maybe some were wild eyed and inept. There is change and if its too hard to get out of the "poor me" culture then stand aside and let someone else have your graet job.
Or....be part of the rebuilding.....far more difficult than moaning but much more rewarding
Nunc est bibendum
I have to say that I back genex home 100% on this one. For the last few years we've slagged Geoff off for not focusing on the service aspects of the company. This is a start on what will be a long journey. The proof as to whether AJ is serious will be the next 6-12 months.
Join Date: Oct 2005
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i also give
AJ some time to act. however with the same buffon in place there will never be a change. a leopard does not change his/her spot. unless AJ cleans the place out there will be no goodwill from frontline staff.
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The Board has chosen a new CEO and he has a new agenda and is very success driven.
It will take sometime to see what AJ's definition of 'Success' is.....
mrpaxing is right on the money simply because the management ethic designed by Darth is so entrenched.
I doubt that simply replacing the CEO will be enough to change the inherent problems the company has....because it has taken years to get to this point.
The attitude of management is like a cancer and a lot will need to be removed and replaced with fresh people and ideas and not just the man at the top....
Join Date: Oct 2006
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Enema required
Agree......if AJ is serious about change then there needs to be a total DETOX of the EGM's /GGM's. The new guy from Virgin Atlantic is a step in the right direction, however, he has a massive portfolio/silo.
Il Duce needs to be "punted straight between the posts" and park his Porche somewhere else!........maybe there is a gig going at Alitalia.
Agree , that it is early daze, however, as others' have said here ........its going to take a lot to get us back to a point where at least we can be proud to say we work for QF. At the moment-the public image of the brand ( in Aust any way) is trashed.
Thanks to Darth and his band of marauders
RIP , RANT & RORT
Il Duce needs to be "punted straight between the posts" and park his Porche somewhere else!........maybe there is a gig going at Alitalia.
Agree , that it is early daze, however, as others' have said here ........its going to take a lot to get us back to a point where at least we can be proud to say we work for QF. At the moment-the public image of the brand ( in Aust any way) is trashed.
Thanks to Darth and his band of marauders
RIP , RANT & RORT
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Gene X
Its not about "poor me".Its about poor Qantas and the way it has been trashed by its mismanagement.
Training Staff without fixing the fundamentals is absurd.Management have this attitude that everything wrong with Qantas is down to the employees,
While ever they have that misconception nothing will ever change.In fact it will make circumstances worse.
Training Staff without fixing the fundamentals is absurd.Management have this attitude that everything wrong with Qantas is down to the employees,
While ever they have that misconception nothing will ever change.In fact it will make circumstances worse.
Join Date: Jul 2007
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I don't get this board - they are doing something about customer service and get critised for it. If you all think the problems are in management, it is not something that fixes itself overnight. The mere fact management are attending this is at least something positive.
Personally, for those staff with 'poor customer service', they should just quit. If they really hate thier jobs or the company so much, give their job to someone who actually wants it.
Personally, for those staff with 'poor customer service', they should just quit. If they really hate thier jobs or the company so much, give their job to someone who actually wants it.
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Poor Customer Service
At QF Poor customer service is down to lack of resources and lack of manpower.
Training will not fix that.The fundamental problems will still be there even after everyone has been pumped full of sunshine.
Improve resources and manpower and then introduce the training.
Qantas wants to fly like an F18 but only provides a tiger moth..The employees are supposed to bridge the gap
Training will not fix that.The fundamental problems will still be there even after everyone has been pumped full of sunshine.
Improve resources and manpower and then introduce the training.
Qantas wants to fly like an F18 but only provides a tiger moth..The employees are supposed to bridge the gap
Join Date: Jan 2005
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excellent analogy packrat....
When all else fails blame the staff..
The fact that management have driven the company to where it is right now, rewarded by handsome bonuses is forgotten by way too many.
Spend $10 million fixing the IFE............
The more things change the more they stay the same
When all else fails blame the staff..
The fact that management have driven the company to where it is right now, rewarded by handsome bonuses is forgotten by way too many.
Spend $10 million fixing the IFE............
The more things change the more they stay the same
Join Date: Nov 2007
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Does anyone know if this new training facility was the old Apprentice training school in Alexandria? If so, I find it extremely distasteful that JB would state that this $10mill investment is proof of the money that Qf is putting into staff training. It seems that some departments are screaming out for a pittance on necessary training, whilst much needed funding is being carelessly squandered away somewhere else.
I know our dept is desperately under-trained, and has not seen any capital injection for a few years. EG, when was the last time an engineer received any CAR214 inclass training for aircraft differences?
I know our dept is desperately under-trained, and has not seen any capital injection for a few years. EG, when was the last time an engineer received any CAR214 inclass training for aircraft differences?
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Let's not forget the surposed BFA 'dears trying to teach us how to make scrambled eggs in the A330 cabin mock up not that SH have regionals to put this into practice... suddenly went from cooked to green in 30secs... took so long one of the other class members yelled "uh oh we've just passed top of descent now" and he was shooed outside.
So I guess this time it'll be all about placing the most hated service item.... THE TABLEMAT down the correct way and colour coodinating it with the hot cups. "oh no you can't put the purple with the red but you can put the red with the green". Oh and let's not forget "I know its not procedure but I like telling customers to put their rubbish inside of the tablemat and saying its for hygene reasons" - maybe they should teach manners seeing as a majority of children aren't taught this anymore. Finally not to mention the beloved bodum convention at the David Jones foodhall near you.
So I guess this time it'll be all about placing the most hated service item.... THE TABLEMAT down the correct way and colour coodinating it with the hot cups. "oh no you can't put the purple with the red but you can put the red with the green". Oh and let's not forget "I know its not procedure but I like telling customers to put their rubbish inside of the tablemat and saying its for hygene reasons" - maybe they should teach manners seeing as a majority of children aren't taught this anymore. Finally not to mention the beloved bodum convention at the David Jones foodhall near you.
Last edited by dizzylizzy; 2nd Feb 2009 at 10:43.
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Exceptionalized
Well the dancing girls were out and the idiots on springs were there too.
There was the buzz of the first day of kindergarten.Sure,attend with an open mind.You might learn something.....Wrong!!!!!.
The best part of the day was a module regarding Speed Thinking by Dr. Ken Hudson.
The rest was at best irrelevant.
Folks get the fundamentals right...provide the resources...the rest will follow.
At least the joint was airconditioned
There was the buzz of the first day of kindergarten.Sure,attend with an open mind.You might learn something.....Wrong!!!!!.
The best part of the day was a module regarding Speed Thinking by Dr. Ken Hudson.
The rest was at best irrelevant.
Folks get the fundamentals right...provide the resources...the rest will follow.
At least the joint was airconditioned