Joyce ‘retires’ early 👍
Senate enquiry, that’s another theatrical production held in Canberra.
Canberra will still be closed, due to Christmas, Australia Day, then Easter so we lucky to see the Joyce theatrical production until mid year.
Then it will be like getting hit by a wet tissue.
Canberra will still be closed, due to Christmas, Australia Day, then Easter so we lucky to see the Joyce theatrical production until mid year.
Then it will be like getting hit by a wet tissue.
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Qantas calls in McKinsey consultancy to help fix flight delay issues
THEAUSTRALIAN.COM.AU10:00Qantas has appointed a second consultancy firm to focus on reducing flight delays and cancellations, as the airline strives to rebuild its brand and reputation.
Months after hiring “transformation specialists” Boston Consulting Group (BCG), Qantas has confirmed prestigious management consultancy McKinsey has been brought in for a 12-week special project.It’s understood McKinsey’s role is to focus on lifting the airline’s on-time performance, which remains well below what it was pre-Covid, at around 70 per cent instead of in the 80s.
Despite leading competitor Virgin Australia, Qantas is adamant it can do better and believes McKinsey will help it get there.
Through McKinsey’s global network, Qantas hopes to tap into world-best practice, given the firm has done similar work for other airlines.
The appointment is intended to demonstrate Qantas’ commitment to returning to its former status as a reliable, well-regarded airline – revered by competitors and loved by customers.
Upon taking over from former CEO Alan Joyce last year, new chief executive Vanessa Hudson pledged $230m to invest in customer service and fix “pain points”.
BCG was brought into assist with that and the transition from Mr Joyce to Ms Hudson, as part of “Project Dawn”.
That project is now considered complete, with Qantas reporting a doubling in its key measure of customer satisfaction from November to December.
In a note to staff last week, Ms Hudson thanked employees for their “fantastic work” over the festive season, and said there was “a lot to be excited about in 2024”.
“Our fleet renewal program continues with QantasLink’s second A220 touching down next week,” Ms Hudson wrote.
“Jetstar welcomed two more A321NEOs over the holiday period, bringing the fleet to 11. And preparations are underway for Qantas Domestic’s A321XLRs arriving from the end of this year.”
The new aeroplanes are unlikely to be enough to stave off other headwinds for Qantas, including court cases and a hefty compensation bill.
An Australian Competition and Consumer Commission lawsuit is set to play out in court this year, alleging Qantas sold tickets on already cancelled flights over several months in 2022.
The airline is also the subject of a class action by customers who were left with difficult-to-use travel credits, following thousands of Covid-related flight cancellations.
Then there is the illegal outsourcing matter, with Qantas facing a huge compensation bill for the 1600 workers affected, plus a big fine.
Aircraft engineers are also pursuing the airline in a beef over payment of employees in Los Angeles.
And last week Qantas was back in the headlines after releasing a new safety video, which was slammed by flight attendants who deemed it to be sexist and elitist, as well as dismissive of important safety information.
Flight Attendants Association of Australia federal secretary Teri O’Toole said she had written to Ms Hudson asking her to can the six-minute video, filmed over 40 days across 10 countries.
The video is being rolled out progressively on domestic and international flights in the place of the centenary video, used by Qantas since 2020.
Qantas calls in McKinsey consultancy to help fix flight delay issues
THEAUSTRALIAN.COM.AU10:00Qantas has appointed a second consultancy firm to focus on reducing flight delays and cancellations, as the airline strives to rebuild its brand and reputation.
Months after hiring “transformation specialists” Boston Consulting Group (BCG), Qantas has confirmed prestigious management consultancy McKinsey has been brought in for a 12-week special project.It’s understood McKinsey’s role is to focus on lifting the airline’s on-time performance, which remains well below what it was pre-Covid, at around 70 per cent instead of in the 80s...
Upon taking over from former CEO Alan Joyce last year, new chief executive Vanessa Hudson pledged $230m to invest in customer service and fix “pain points”.
The marketing department should not be allowed to direct safety videos. The JAL bonfire has provided sufficient evidence why a safety video needs to be 100% on safety, simple and succinct. That video is tone deaf to the seriousness with which safety has to be promoted.
Last edited by Chronic Snoozer; 28th Jan 2024 at 22:33. Reason: Link to "safety" video added
The consultancy firms will be rubbing their hands with glee at the prospect of getting their hands on cash for telling QANTAS what it probably already knows.
The marketing department should not be allowed to direct safety videos. The JAL bonfire has provided sufficient evidence why a safety video needs to be 100% on safety, simple and succinct. That video is tone deaf to the seriousness with which safety has to be promoted.
https://www.youtube.com/watch?v=pjRTEjGWuw0
The marketing department should not be allowed to direct safety videos. The JAL bonfire has provided sufficient evidence why a safety video needs to be 100% on safety, simple and succinct. That video is tone deaf to the seriousness with which safety has to be promoted.
https://www.youtube.com/watch?v=pjRTEjGWuw0
BCG have been used by Qantas in better days. After one such consultancy some BCG staff found themselves on the Qantas payroll. Their contributions to a better Qantas were lamentable. 
So so bizarre you would need to tap into the wisdom of BCG and McKinsey to come into an airline to teach them how to improve OTP?! I understand maybe complex financial re-structures or complex international tax issues they may be able to provide some advisory services….. but OTP?!? It does seem however to be back slapping and congrats all around that BCG could improve NPS scores though.
Personally I think if after many years of budget and staff cuts, the executive team begrudgingly handed millions of dollars to any department/employee to actually invest and spend the money, and asked them to please fix our call centres and customer response times, they would be able to achieve the exact same thing….. Anyone would have loved the green light to spend the money on more staff, more training and give the front line agents some added flexibility to address customer issues and grant reasonable compensation when required.
It’s not rocket science and I’m sure it didn’t need to cost QF a few million dollars to engage BCG and one of their grads to think how to spend the cash.
Personally I think if after many years of budget and staff cuts, the executive team begrudgingly handed millions of dollars to any department/employee to actually invest and spend the money, and asked them to please fix our call centres and customer response times, they would be able to achieve the exact same thing….. Anyone would have loved the green light to spend the money on more staff, more training and give the front line agents some added flexibility to address customer issues and grant reasonable compensation when required.
It’s not rocket science and I’m sure it didn’t need to cost QF a few million dollars to engage BCG and one of their grads to think how to spend the cash.
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McKinsey was the firm that was behind Swissairs disasterous "take over the world" strategy in the 1990's that ultimately ended up in their bankruptcy. Swiss was then formed out of Crossair, which was to Swissair what Network is to Qantas now. I can see where their going with this. Hold onto your hats.
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The definition of a Consultant; A person whom if asked what time it is, will ask to borrow your watch, read the time off from it and then present you with a bill for some exorbitant amount of money.
Oh, and fail to give back your watch!
Cynical; Who? Me??
Oh, and fail to give back your watch!
Cynical; Who? Me??
McKinsey was the firm that was behind Swissairs disasterous "take over the world" strategy in the 1990's that ultimately ended up in their bankruptcy. Swiss was then formed out of Crossair, which was to Swissair what Network is to Qantas now. I can see where their going with this. Hold onto your hats.
Both active in the telecoms world where income from and both a joke, as are managements who hire consultants hired to look at core competence , its like hiring someone to sleep with your partner if you have had a tiff.
As has been said hiring consultantls to look at airline despatch and OTP is ludicirous. there are probably hundreds of people in and recently gone from Qantas who would know what to do but they are the kind of people senior managemnt hold in contempt. Good luck
As has been said hiring consultantls to look at airline despatch and OTP is ludicirous. there are probably hundreds of people in and recently gone from Qantas who would know what to do but they are the kind of people senior managemnt hold in contempt. Good luck
So so bizarre you would need to tap into the wisdom of BCG and McKinsey to come into an airline to teach them how to improve OTP?! I understand maybe complex financial re-structures or complex international tax issues they may be able to provide some advisory services….. but OTP?!? It does seem however to be back slapping and congrats all around that BCG could improve NPS scores though.
It’s not rocket science and I’m sure it didn’t need to cost QF a few million dollars to engage BCG and one of their grads to think how to spend the cash.
It’s not rocket science and I’m sure it didn’t need to cost QF a few million dollars to engage BCG and one of their grads to think how to spend the cash.
Unfortunately even our government has been on this tangent for some years now, so when the big wigs lead by this example, it’s only natural that it’s accepted for big business to follow suit. I think pigs will sooner fly than QF ever admitting they have gone down the wrong path.
Consultants
And don't forget the Shepherd and Consultant joke:-A shepherd was tending his flock in a remote pasture when suddenly a dust cloud approached at high speed, out of which emerged a shiny silver BMW. The driver, a young man in an Armani suit, Ferragamo shoes, the latest Polarized sunglasses and a tightly knotted power tie, poked his head out the window and asked the shepherd, “Hey! If I can tell you how many sheep you have in your flock, will you give me one?”
The shepherd looked at the man, then glanced at his peacefully grazing flock and answered, “Sure.”
The driver parked his car, plugged his microscopic cell phone into a laptop and briskly surfed to a GPS satellite navigation system on the Internet and initiated a remote body-heat scan of the area. While the computer was occupied, he sent some e-mail via his Blackberry and, after a few minutes, nodded solemnly at the responses. Finally, he printed a 150 page report on the little laser printer in his glove compartment, turned to the shepherd, waving the sheaves of paper, and pronounced “You have exactly 1,586 sheep.”
“Impressive. One of my sheep is yours,” said the shepherd.
He watched the young man select an animal and bundle it into his car. Then the shepherd said, “If I can tell you exactly what your business is, will you give me back my sheep?”
Pleased to meet a fellow sportsman, the young man replied “You’re on.”
“You are a consultant,” said the shepherd without hesitation.
“That’s correct,” said the young man, impressed. “How ever did you guess?”
“It wasn’t a guess,” replied the shepherd. “You drive into my field uninvited. You ask me to pay you for information I already know, answer questions I haven’t asked, and you know nothing about my business. Now give me back my dog.”
The shepherd looked at the man, then glanced at his peacefully grazing flock and answered, “Sure.”
The driver parked his car, plugged his microscopic cell phone into a laptop and briskly surfed to a GPS satellite navigation system on the Internet and initiated a remote body-heat scan of the area. While the computer was occupied, he sent some e-mail via his Blackberry and, after a few minutes, nodded solemnly at the responses. Finally, he printed a 150 page report on the little laser printer in his glove compartment, turned to the shepherd, waving the sheaves of paper, and pronounced “You have exactly 1,586 sheep.”
“Impressive. One of my sheep is yours,” said the shepherd.
He watched the young man select an animal and bundle it into his car. Then the shepherd said, “If I can tell you exactly what your business is, will you give me back my sheep?”
Pleased to meet a fellow sportsman, the young man replied “You’re on.”
“You are a consultant,” said the shepherd without hesitation.
“That’s correct,” said the young man, impressed. “How ever did you guess?”
“It wasn’t a guess,” replied the shepherd. “You drive into my field uninvited. You ask me to pay you for information I already know, answer questions I haven’t asked, and you know nothing about my business. Now give me back my dog.”
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If it wasn’t such a giant waste of money the McKinsey move would be funny.
There are ports where I have been filing company reports for literally years about the lack of manpower and equipment on the ground causing flight delays. Often the equipment is just a few hundred dollars worth yet still today, the same delays happen because of the lack of it. The people on the ground working split shifts on low wage can easily see the problem, so could your average high school kid, yet we are bringing in international consultants. Hilarious.
There are ports where I have been filing company reports for literally years about the lack of manpower and equipment on the ground causing flight delays. Often the equipment is just a few hundred dollars worth yet still today, the same delays happen because of the lack of it. The people on the ground working split shifts on low wage can easily see the problem, so could your average high school kid, yet we are bringing in international consultants. Hilarious.
All QF need do is ask themselves:
”what is the major change between OTP in the 90’s Vs 60’s %?”
Answer = outsourcing
”what is the major change between OTP in the 90’s Vs 60’s %?”
Answer = outsourcing
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