edf40wrjww2CF_PaperMaster:Desc
Makeover (from shame to fame)
?æ 1984 ¡V 1996, from loss making to aviation¡¦s standard-setter
o Innovation (specially with the control handling system)
o High quality personal service
o Consistent profitability
o Systematic training
?æ From ¡¥airline to avoid at all costs¡¦ to ¡¥world¡¦s best airline¡¦ / ¡¥world class¡¦¡K was considered the most unpunctual airline, when flying from its own home country too
David Shott
?æ Initiated customer service training for all employees ¡§front line first¡¨ and ¡§supporting the front line¡¨
?æ Restructured the airline ¡V emphasis on marketing and IT to maximize yield
?æ Overhauled HR system to align policies with the strategy of the airline
Robert Berger
?æ Shott brought him in as legal director and moved to director HR and director marketing and operations
?æ Sharpe mind ¡V thoughtful answers ¡V disarming modesty ¡V relaxed ¡V friendly ¡V media savvy
?æ Customer is GOD, kind of attitude
?æ Four objectives ¡V see page 45 ¡V most imp was to be ¡¥country¡¦s best managed company for year 2000¡¦
?æ Announced twin strategy
o Business Efficiency Plan (BEP)¡K biggest bonus declared in May 1996¡K message was to reduce costs further in order to be better prepared for future competition¡K reinforced the need for constant improvement
?æ Major cost cutting measures to be taken
o Ask 5000 employees to le ...