Although many successful corporations practice both in varying degrees, it has always seemed that those making the corporate decisions at our company emphasize cutting costs, placing the burden and hardship upon customers and employees, thereby deflecting their own ineptitude at running a company.
A big problem: The company's many departments operate much like fiefdoms rather than as well-coordinated departments, each with different tasks yet humming along from top to bottom, with a coordinated beat. Think of an orchestra, its able, respected and trusted conductor, and each member of the strings, winds, etc. doing their job, making beautiful music. If we were an orchestra we wouldn't be selling tickets either!
Information, policy, etc. all flow at different times, if at all. And when it does there seems to be this assumption (hope) execution will follow. The company may create a policy for example, even distribute a memo, then it's just cross your fingers and hope for follow-through at the passenger level. Management is detached from the employee and passengers' experience, and critical to EARNING money. Charts, graphs that seem to flow from bottom to top and regurgitated (fleet-launch, on-time stats, etc.) reflect what mgmt. wants to see and ignores the intimate experience of our customers and employees such as First Class that's actually economy-plus, or countless other "efficiencies" otherwise known as cost-cutting efforts.
What I really want to know is while employees and customers sacrifice, do those who demand we do more with less require similar efficiencies of themselves? For example, do corporate officers take out their own trash, vacuum their own offices, have to make do with broken office equipment. If we must pull together and work smarter, I think they ought to set an example, cut the fat and learn how to order and replace their printer's toner...assuming their printer didn't break down a year ago and for budgetary reasons hasn't been fixed.
A big problem: The company's many departments operate much like fiefdoms rather than as well-coordinated departments, each with different tasks yet humming along from top to bottom, with a coordinated beat. Think of an orchestra, its able, respected and trusted conductor, and each member of the strings, winds, etc. doing their job, making beautiful music. If we were an orchestra we wouldn't be selling tickets either!
Information, policy, etc. all flow at different times, if at all. And when it does there seems to be this assumption (hope) execution will follow. The company may create a policy for example, even distribute a memo, then it's just cross your fingers and hope for follow-through at the passenger level. Management is detached from the employee and passengers' experience, and critical to EARNING money. Charts, graphs that seem to flow from bottom to top and regurgitated (fleet-launch, on-time stats, etc.) reflect what mgmt. wants to see and ignores the intimate experience of our customers and employees such as First Class that's actually economy-plus, or countless other "efficiencies" otherwise known as cost-cutting efforts.
What I really want to know is while employees and customers sacrifice, do those who demand we do more with less require similar efficiencies of themselves? For example, do corporate officers take out their own trash, vacuum their own offices, have to make do with broken office equipment. If we must pull together and work smarter, I think they ought to set an example, cut the fat and learn how to order and replace their printer's toner...assuming their printer didn't break down a year ago and for budgetary reasons hasn't been fixed.
