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.
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.
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.
Does the term Organizational Resource Management (ORM) sound familiar? If so, it is probably because of your awareness of Crew Resource Management (CRM) or Maintenance Resource Management (MRM), the well accepted approach to understanding and improving safety in the aviation industry. In fact, ORM is an extension of CRM concepts, and a term we use …
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.
“Are You A Good Customer?” In the 1980s and 1990s, businesses across the country were taught the now-common-mantra that “The customer is king.” This mindset established a couple of principles that everyone in business was to follow: • Any product or service’s design, production, distribution, marketing, and advertising should have the customer as the central …
Where to begin? Engaged employees want their organizations to succeed when they feel connected emotionally, socially and even spiritually to its mission, vision and purpose (Fleming & Asplund, 2007). However, experts indicate engagement is very low among workers today. Given this fact, it stands to reason why so many companies struggle to meet customer expectations, …
“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 …
More about Employee Engagement… For the last several years, employee engagement has been a critically important business topic. The results are worrisome, however: the results from numerous studies have discovered that only 30% of today’s employees are fully engaged at work. (Gallup, 2008) (BlessingWhite, 2008) (Towers Perrin, 2007 – 2008). As the workplace becomes 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 …
Scottsdale, Ariz. (February 17, 2010) – ServiceElements announced today that NetJets veteran Michelle Ventker has joined the company. ServiceElements is dedicated to helping organizations such as corporate flight departments, charter and management companies, fractional operators, maintenance shops and FBO’s gain a competitive advantage through improved service delivery and enhancing value “Michelle was a part of …