This Newsletter we decided to just lay it right out there instead of skirting around the issue……
News Flash—There are too many organizations out there whose services stink!! And there are far too many service providers who think they do a good job of providing service when in reality, their customers think they could do much better! Service is all about creating an experience for customers and doing it consistently.
Read more »
Well you all know how that saying goes!
What will happen in Las Vegas this year? How will aviation fare this year as we approach the 64th Annual National Business Aviation Association Convention?
Many of the things that are going on in the Nation and the World today are beyond our control. There is a sense of uncertainty in the air with regard to business and the economy.
Read more »
ORM—Organizational Resource Management
The focus of this month’s ServiceElements’ newsletter is Organizational Resource Management (ORM). ORM is, in many senses, the “parent” of Crew Resource Management (CRM) and Maintenance Resource Management (MRM). Let me explain. CRM and MRM promote safety and enhance the efficiency of flight operations and maintenance operations largely through the interpersonal interactions between and among people. But effective interactions are very difficult to achieve absent the proper setting.
Read more »
Value of Service in Business Aviation
This issue is centered on the topic of “Value”–the value of service and in particular the value of service in Business & General Aviation. This is a great industry that supports 1.2 million stable, high-wage jobs. This industry is also the lifeline for America’s and the world’s small and medium-sized cities and towns.
Read more »
“Interviewing for Service Competency” August 2010 Newsletter by Christine Hill The most common tool used across business to select people for a task or job is the face-to-face interview. The “interview” can be used to hire new people or recruit existing employees to work on a team to solve a problem or implement a solution. Whatever your …
Read more »
W. Warner Burke, from Columbia University, is an expert in organizational change. Burke’s work with a variety of organizations indicates that for a true change initiative to be successful, focus and change must occur at multiple levels: Systems level Work-unit level Individual level Through our work at ServiceElements, we have seen many aviation-related companies struggling …
Read more »