THOUGHT FOR THE DAY

Responsibility

"Take responsibility of your life because it will empower you to make changes." - Olabulo Sulaimon

TOPIC OF THE DAY

To Win Customers, Get Out of the Way

Superior operational excellence cannot be achieved or maintained with an iron fist. It needs to be organically grown and fostered throughout the company.

I oversee all aircraft, flight and customer service operations at Hawaiian Airlines. For any company, and especially any airline, operational excellence and customer service go hand in glove. I'm thankful that those I work with are predisposed to hospitality — it's a feature of Polynesian culture. But although our company has been known for its high standards of personal care for the past 82 years, we haven't always been known for our reliability. However, we are now routinely ranked first by the US Department of Transportation among all airlines for on-time performance and fewest cancellations as well as garnering top marks for best baggage handling and fewest customer complaints.

So how did we improve company operations, while maintaining the excellence in service that was already second nature? Through my experience, I believe a company must do three things especially well in order to maintain an unbeatable level of operational excellence: 1) Get very close to their customer; 2) Benchmark against itself on a consistent basis, and 3) Empower employees to address the unexpected.

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LATEST ARRIVALS

Green IT for sustainable business practice : an ISEB foundation guide / Mark G. O'Neill