2 new audit teams created to get you in trouble

[john john]

Where in the world do you get your gossip?

http://www.cwa.net/
CUSTOMER EXPERIENCE AUDITS"
The leadership of the IBT/CWA Association had an informational meeting with US Airways and the people that are designing and will be performing the audit. They are planning on rolling this out sometime early in January of 2010. The Association was adamant when we advised the company that there should be NO DISCIPLINE issued due to the outcome of the audits. We were assured by the company that the audit was "not meant to be punitive" If the auditors observe "gross misconduct" they will advise local management. Please let your local CWA leadership know if there are any negative repercussions associated with the performance of the audits in your city

 

[ontimetada]

They should have management audits. I welcome audits! QC and Doug need to look around and see the hard work that the airline employees do daily not management. There are bad employees ,they are never addressed for rudeness,lateness,name tags etc....The managers look the other way they just want easy and a paycheck.
The local manager doesn't do cleaning audits he just puts lies in the computer with arbitrary names down daily because he knows he can get away with it, etc,.




SOOOOOO Plz don't worry about audits they will be the flavor of the month. lol

 

[Knobeast]

there here in LAS right now.................

 

[The Man]

There are bad employees ,they are never addressed for rudeness,lateness,name tags etc....The managers look the other way they just want easy and a paycheck.

Wow, where do you work? Here in Boston we get hit on everything. If your a minute late, DING, .5 on the attendance policy, and we park in a different city, and have to go over a draw bridge.

 

[MrAeroMan]

ALL BEWARE-did you know US has ceated 2 new departments 1 flys around to see if you are wearing you name badge making announcments (guess they dont trust their mangers to do there job)
The other team also flies around to see if the planes are clean, guess they dont trust the f/a audit or the station adit.

So while you are standing at the gate boarding 119 people by yourself remember some person is getting paid big management bucks to watch you then off to HNL

What ever happened to the passengers who were ghost riders that didnt get paid but did the same thing????

First of all you don't know if they are paid "big bucks" or not and secondly you immediately think they're out to get you in trouble. Did it ever occur to you that maybe they're trying to improve the service you deliver by making your manager accountable? If the announcements aren't being done the way they should be done (and they aren't because they're different all over the system) then it's the managers job to make sure they are being done right. How can you fix something if you don't know it's broken?
You sound rather jealous. Does US fly to HNL? Of course they do so why wouldn't someone who is observing the system have to travel there? Sounds like you put in for the job and got turned down so now you're out to discredit the effort.

 

[US62]

And what is the manager to do, beg and plead for compliance or do what the Team promises won't happen....discipline until compliance is achieved.

 

[john john]

First of all you don't know if they are paid "big bucks" or not and secondly you immediately think they're out to get you in trouble. Did it ever occur to you that maybe they're trying to improve the service you deliver by making your manager accountable? If the announcements aren't being done the way they should be done (and they aren't because they're different all over the system) then it's the managers job to make sure they are being done right. How can you fix something if you don't know it's broken?
You sound rather jealous. Does US fly to HNL? Of course they do so why wouldn't someone who is observing the system have to travel there? Sounds like you put in for the job and got turned down so now you're out to discredit the effort.

So some cubical PeoplExpress minded auditors are going to get involved with agents work without input yea this works every time how many changes have their been in just the announcements alone.And I hope you fly that speed bird knowing were the roots of management are now.The carryon problem is whats at stake here. It’s under the microscope. You guys drink the cool aid way to fast

 

[john john]

It is all about consistency and making sure the product in every airport is as close to the same as possible.

Yea that works real well with 8 airline carriers being run within an airline itself

 

[skynews]

what's the big deal? just do what you are supposed to do, the way you are supposed to do it and there is nothing to worry about. seriously, how hard is it to put on an apron? or pluck "visible items" from the seat pockets? heck, the way the east contract stands now, you aren't even required to pick up anything that is on the floor. if the f/a group was not as attentive as they are, the planes would be a whole lot dirtier. maybe the f/a group should follow the basic "tidying" requirements and let the trash build up...perhaps contract cleaners would be brought back onboard to clean the planes properly and allow f/a's get back to their real job!

 

[shookyoc]

The CS audit could and should be completed by local management. Its as simple as, are you wearing the proper uniform, name tag, making the proper announcements, pretty simple everyday stuff. Now, aircraft appearance is a whole other issue due to the fact that an agent will spend five minutes checking the flight to see that its clean per the checklist, however, the the audit team will spend 35 minutes on that airplane looking at everything, including crumbs in the tracks of the pilots seats and pulling out all the trash containers. As agents we just dont have that much time ususally to spend 35 minutes going through each airplane. We check the list as satisfactory and here comes the audit team saying "well we found 15 items wrong with the appearance of the airplane". Well of course if I had 35 minutes on each plane I guess I probably would find something wrong too. Just saying.....

 

[MrAeroMan]

So some cubical PeoplExpress minded auditors are going to get involved with agents work without input yea this works every time how many changes have their been in just the announcements alone.And I hope you fly that speed bird knowing were the roots of management are now.The carryon problem is whats at stake here. It’s under the microscope. You guys drink the cool aid way to fast

Do you know the background of the auditors? Do you know where they came from? Do you know what is in the audit? Do you know anything about the process and how it's supposed to be followed? Get yourself informed and educated about the topic before you make comments that you have no idea about. You lump all management people into one group and then cry foul if you're treated the same way.
As for the "Bird" I'm fully aware where the roots of the management are right now and if they were still here it would be a much different picture.

 

[MrAeroMan]

The CS audit could and should be completed by local management. Its as simple as, are you wearing the proper uniform, name tag, making the proper announcements, pretty simple everyday stuff. Now, aircraft appearance is a whole other issue due to the fact that an agent will spend five minutes checking the flight to see that its clean per the checklist, however, the the audit team will spend 35 minutes on that airplane looking at everything, including crumbs in the tracks of the pilots seats and pulling out all the trash containers. As agents we just dont have that much time ususally to spend 35 minutes going through each airplane. We check the list as satisfactory and here comes the audit team saying "well we found 15 items wrong with the appearance of the airplane". Well of course if I had 35 minutes on each plane I guess I probably would find something wrong too. Just saying.....

The audit "could" and "should" be performed by local management but it sure isn't happening. Fly around the system and visit 10 cities. I'll bet dollars to doughnuts that at least 8 of the 10 have things that aren't consistent with the others. WHile it's pretty simple everyday stuff then why isnt' it happening? Might have something to do with local management don't you think? hmmmmm

 

[john john]

Do you know the background of the auditors? Do you know where they came from? Do you know what is in the audit? Do you know anything about the process and how it's supposed to be followed?First of all you don't know if they are paid "big bucks" or not and secondly you immediately think they're out to get you in trouble.I'm fully aware where the roots of the management are right now

DO LET ALL KNOW INFORMED ONE
Wonder were the crackerjack auditors are today

 

[ggiby]

YEP

dito