Qantas Training Centre For Service Excellence
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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
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.
Nunc est bibendum
Ontime departures and associated maintenance issues still dog the schedule.
Tech logs are the 'cleanest' I've seen in the last five months.
I agree with many of your other points.
I agree with many of your other points.
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Leaders Vs Managers
A Captain is both a leader and manager onboard an aircraft.
The same cannot be said of the "managers" on the ground.
If Captains were running Qantas it WOULD be the best airline on the planet.
Sadly they are not and it wont be
The same cannot be said of the "managers" on the ground.
If Captains were running Qantas it WOULD be the best airline on the planet.
Sadly they are not and it wont be
Not too sure what you're expecting Ken.
Captains arn't reponsible for:
- fleet aquistition
- The crummy IFE and maintenance guys put in place to "fix" the damn things after having blown off the manafacturer.
- And maintenance delays.
Im sure Keg along with the other captains dosen't purposefuly delay an aircraft. Maybe you should rephrase your statement.
Captains arn't reponsible for:
- fleet aquistition
- The crummy IFE and maintenance guys put in place to "fix" the damn things after having blown off the manafacturer.
- And maintenance delays.
Im sure Keg along with the other captains dosen't purposefuly delay an aircraft. Maybe you should rephrase your statement.
Last edited by Pedalz; 29th Jan 2009 at 05:09.
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Service Excellence and Safety
Ten Years ago Qantas pinched an idea from BA...Cartops.
Unfortunately they only pinched half the idea...no safety catches to stop the cartop slding and crushing fingers.
Finally Worksafe intervened and forced the issue.
Now some genius has decided that the carts are unstable with two tubs(standard units)on top.
We are now reduced to one tub which brings us back to where we were ten years ago and making the cartops redundant.
The Circles Of Time at Qantas...you eventually end up right back where you started.
Just as an aside...you can no longer use the Wiki Wiki Bus in HNL to ride to Gate 34.
Someone hurt themselves and as a total over reaction the Wiki Wiki has been banned.
Centre Of Service Excrement more like it.
Time to Clean out Cabin Services management.
The Black Widow has been there way too long
Unfortunately they only pinched half the idea...no safety catches to stop the cartop slding and crushing fingers.
Finally Worksafe intervened and forced the issue.
Now some genius has decided that the carts are unstable with two tubs(standard units)on top.
We are now reduced to one tub which brings us back to where we were ten years ago and making the cartops redundant.
The Circles Of Time at Qantas...you eventually end up right back where you started.
Just as an aside...you can no longer use the Wiki Wiki Bus in HNL to ride to Gate 34.
Someone hurt themselves and as a total over reaction the Wiki Wiki has been banned.
Centre Of Service Excrement more like it.
Time to Clean out Cabin Services management.
The Black Widow has been there way too long
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and there is more
i did have seveal delays on my last flights (747 & A330), mainly related to engineering issues and delayed connections. IFE on both A/C still provide major challenges. i do however see a difference in engineers trying to do something about. i think the new COO already has a positive influence on these issues. but as always they will take time and the IFE there is no fix, except buy a new system.
the new TAJ Warehaus in alexandria is another example of mismanagement. they should have put the money in the emergency training facilities. EP trainers they must be the oldest, crumiest facilities of any airline in the world now.
the new TAJ Warehaus in alexandria is another example of mismanagement. they should have put the money in the emergency training facilities. EP trainers they must be the oldest, crumiest facilities of any airline in the world now.
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Sad to hear about the Wiki Wiki bus.....you really knew you were in HNL when you got on that bus...another part of history gone...
As argusmoon said the company or at least our office has a history of putting the cart before the horse ....or in this case the cart tops which is example #5,368,985.
I'm expecting one day that someone in the fishbowl will create a section to build their own IFE sysytem....because they know best of course....Can't wait for that one..
The one thing you have to remember with the Qantas Training Centre For Service Excellence is that it maintains an old tradition of creating Empires within the company.These empires create the impression that something is being done...to outsiders at any rate.
We really should rename the company Qantas Empire Airways.....
As argusmoon said the company or at least our office has a history of putting the cart before the horse ....or in this case the cart tops which is example #5,368,985.
I'm expecting one day that someone in the fishbowl will create a section to build their own IFE sysytem....because they know best of course....Can't wait for that one..
The one thing you have to remember with the Qantas Training Centre For Service Excellence is that it maintains an old tradition of creating Empires within the company.These empires create the impression that something is being done...to outsiders at any rate.
We really should rename the company Qantas Empire Airways.....
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The first thing I thought of when I saw the glossy magazine proudly announcing the "Centre for Excellence" was Homer Simpson.
Homer has also won several awards, including the 1st Annual Montgomery Burns Award For Outstanding Acheivement In The Field Of Excellence, Grammy for "outstanding soul, spoken word, or barbershop album of the year with the B-Sharps and a medal for "making what could have been a Chernobyl into Three Mile Island."
From the same people who brought you "the worlds most experienced airline".
Homer has also won several awards, including the 1st Annual Montgomery Burns Award For Outstanding Acheivement In The Field Of Excellence, Grammy for "outstanding soul, spoken word, or barbershop album of the year with the B-Sharps and a medal for "making what could have been a Chernobyl into Three Mile Island."
From the same people who brought you "the worlds most experienced airline".
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Could not agree more MrWooby....
Remember this is from the same people who come up with job titles such as 'Base Champion'...
Another was the response from Darth when asked about the new meal boxes used in Y/C....
"they are a great idea....it's just that we forgot to put food in them'
Or this gem from AW when talking about their ideas and decisions...."These decision's are due to sustainable management solution's moving forward"
There were the crew who lived in the office most of the time and so were known to flying crew as the 'Fear of flying club' but who were officially called 'Sherpas'.....nice little job if you could get it...
Then there were the T & D crew (Training and Development) who were known by flying crew as Torville and Dean because they were skating on thin ice....
When looking at some of the machinations of the airline I think Churchill's description of Russia relates to those in the office quite well....
Remember this is from the same people who come up with job titles such as 'Base Champion'...
Another was the response from Darth when asked about the new meal boxes used in Y/C....
"they are a great idea....it's just that we forgot to put food in them'
Or this gem from AW when talking about their ideas and decisions...."These decision's are due to sustainable management solution's moving forward"
There were the crew who lived in the office most of the time and so were known to flying crew as the 'Fear of flying club' but who were officially called 'Sherpas'.....nice little job if you could get it...
Then there were the T & D crew (Training and Development) who were known by flying crew as Torville and Dean because they were skating on thin ice....
When looking at some of the machinations of the airline I think Churchill's description of Russia relates to those in the office quite well....
A riddle wrapped in a mystery inside an enigma.
Last edited by lowerlobe; 28th Jan 2009 at 23:10. Reason: Other examples
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it gets funnier by the minute
18-thousand Qantas workers, including senior management, are being re-trained to help attract travellers during the tough economic times.
Staff will re-learn makeup and grooming, telesales, check-in procedures and wine appreciation skills.
It comes after delays and maintenance problems plagued the airline throughout last year.
dont you love the QF media machine
Staff will re-learn makeup and grooming, telesales, check-in procedures and wine appreciation skills.
It comes after delays and maintenance problems plagued the airline throughout last year.
dont you love the QF media machine
Nunc est bibendum
As captains are "senior members of the company" and, by definition, leaders, what are you, Keg, going to do about these issues?
What am I going to do? The same thing I've been doing for the last 13 years. Write flight crew reports, talk to my fleet management, provide feedback, develop myself and my peers. Etc.
Anything else you think I should be doing Ken? Any other assumptions you want to make?
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the missus and i are both due to spend a day at the 'center for excellence'. she usually reads all company correspondence but seems to have missed this. does anyone know what the training entails? any info greatly appreciated.
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Training Day
It means being bored to death by someone who has been flying a minute and has had 400 kilopascals of sunshine pumped up their clacker.
You will leave the facility re invigorated,re engaged and motivated to deal with the next service failure you encounter.
Not sure if you role play and pass a sponge ball around though.
You will leave the facility re invigorated,re engaged and motivated to deal with the next service failure you encounter.
Not sure if you role play and pass a sponge ball around though.
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End of the day it is up to all in Q to instigate change - both within the current systems and by using initiative and even a litle coordinated peer pressure. Rank, seniority or even perspectives of self importance are totally irrelevant - the mantra is simple;
" don't have a bitch or make a wild assumption unless you have the facts and are willing to offer a solution. "
The notion of getting out of the seat and doing a day's 'service' training is actually not a bad idea. - like the combined crew CRM sessions it will only ever be what you make of it ............and................. if the 'cloistered brides of Q' do bugger it up by stuffing up the course delivery or content then all participants should be proactive and professionally let them know they've got it wrong and offer a solution.
If they don't listen to the solution then 'use'/manipulate the systems to make things happen - and there's plenty of examples where B.S. "bureaQractic" systems have been turned on themselves and forced change.
The more I know about what happens in the cabin or the hurdles that check in or other staff face the better - end the day if I walk away knowing I've learned something (or had my view challenged) then it's time well spent.
AT
" don't have a bitch or make a wild assumption unless you have the facts and are willing to offer a solution. "
The notion of getting out of the seat and doing a day's 'service' training is actually not a bad idea. - like the combined crew CRM sessions it will only ever be what you make of it ............and................. if the 'cloistered brides of Q' do bugger it up by stuffing up the course delivery or content then all participants should be proactive and professionally let them know they've got it wrong and offer a solution.
If they don't listen to the solution then 'use'/manipulate the systems to make things happen - and there's plenty of examples where B.S. "bureaQractic" systems have been turned on themselves and forced change.
The more I know about what happens in the cabin or the hurdles that check in or other staff face the better - end the day if I walk away knowing I've learned something (or had my view challenged) then it's time well spent.
AT
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So let me get this straight. You go in there, they tell you how bad you have been doing everything, give you a reeming and
Sounds like an enema to me.
You will leave the facility re invigorated
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Qantas Wrong Every Time
QF Management dont get it.The reason they dont get it is because they never embrace,consult or include their staff in anything.
Cartops:an expensive joke
Uniforms.Teflon ties to replace recently introduced ties
Operations:A letter from your great grandparents will get you in
Procedures:Not enough manpower onboard to effectively deliver the service:
Check In and Departureitto
Qantas aspires to be more like the Borg Collective than an airline
Resistance is not futile Ms. Black Widow.
Pissing your employees off is.
Cartops:an expensive joke
Uniforms.Teflon ties to replace recently introduced ties
Operations:A letter from your great grandparents will get you in
Procedures:Not enough manpower onboard to effectively deliver the service:
Check In and Departure
ittoQantas aspires to be more like the Borg Collective than an airline
Resistance is not futile Ms. Black Widow.
Pissing your employees off is.
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Airtags
Qantas Employees have adapted to change for the last twenty years or more.
Offer a solution to a problem and you are told it wont work.The only good ideas come from the citadel.
Six months after you have offered a solution it will appear with some one elses name attached to it.
If you do happen to point out a problem you will be told you are being negative.
The anti Qantas posts made on PPrune are because people are totally frustrated by a management who are incompetent but who assume that they are infallible.
Someone else said it:there is no inclusion
This Blackberry fiasco is a perfect example.Qantas wants the thing to do what it is NOT designed to do.Its 2G and doesnt have enough memory.
A netbook would have been far more appropriate.Do they listen?NO!
The money wasted is astounding.
Service Excellence?They wouldnt know it if it bit them in the butt
Its not the staff who need the training.
Its management!!!!
Offer a solution to a problem and you are told it wont work.The only good ideas come from the citadel.
Six months after you have offered a solution it will appear with some one elses name attached to it.
If you do happen to point out a problem you will be told you are being negative.
The anti Qantas posts made on PPrune are because people are totally frustrated by a management who are incompetent but who assume that they are infallible.
Someone else said it:there is no inclusion
This Blackberry fiasco is a perfect example.Qantas wants the thing to do what it is NOT designed to do.Its 2G and doesnt have enough memory.
A netbook would have been far more appropriate.Do they listen?NO!
The money wasted is astounding.
Service Excellence?They wouldnt know it if it bit them in the butt
Its not the staff who need the training.
Its management!!!!