Redefining excellence

[UAL_TECH]

Congratulations, now SWA has become a ‘legacy’.

When you hire ‘outside’ consultants to tell you “your†business (of which they know nothing about ), you have just become one of the ‘legacy’ thinkers. :wacko:

Instead of using your ‘tried and true’ methodologies by ‘listening’ to your front line employees, you have entered in to the ‘school of business’ :mf_boff: that will impede your success.

Been there, done that, got the T-Shirt……

B) UT

 

[ramper_in_las]

Hobbs,
I started this discussion because I am worried about the direction my company is headed. My personal opinion is the changes that were attempted on the ramp in the last few weeks were detrimental to our customers. I keep myself apprised with aviation happenings and I understand why the company is attempting to make changes. Again in my opinion changes should not come at our customers expense.

As far as getting invloved with the Rx team I would if it were not for the fact that I am already invloved in many other facets of the operations here in LAS.

 

[wnbubbleboy]

We sit and rip on consultants (and I admit that I've traditionally not a fan of them myself), but well-trained consultants do provide an advantage we employees don't have: they help us see the forest for the trees. They get us looking at processes from a different perspective, rather than saying, "Well, it works okay, and this is the way we've always done it!"

I disagree. Ask the employee directly, and he will tell excactly what he needs. It's a managment job to seperate the wheat from the chaff and make descisions that will work based on their knowledge of this particular station.

That "it's not broke, so don't fix it" mentality will be the death of Southwest. Because if we wait until 2010 to realize that we could have done things better and more efficiently, we've already written our death sentence. It will be too late - the fuel hedges will have run out, and those other airlines will be hot on our tail.

Alot of things are "Broke". On who's terms is the company listening? It's the proactive nature that has endeared this company to me as different than brand "X". With that being said, changes are being made and ideas are being implemented by people who don't have to execute them. It's a "deal with it" attitude that will be the beginning of the end. Here's the tip that will make every thing work:

Make each person INDIVIDUALLY responsible for his screw ups document it and counsel or axe accordingly.

And remember: those decisions that are being made are NOT being made by the consultants. They're being made by your own Southwest co-workers who know the operation inside and out.

Name one city or region that works the same?

Each station is a like a different child, it has it's own invidual needs and wants. Each needs to be addressed in their own unique way. Cookie cutter won't work.


Ramper, I can't say this enough - seek to understand what's going on, rather than just listening to the gossip. Get involved, ask questions, make suggestions. And try to look at this from a more global perspective and understand what's at risk. Do you want to have a job here? Do you want to continue to get pay increases, have great health insurance, and all the other great things we enjoy that employees from other airlines have had taken away? Then we HAVE to get better.


Ahh. Understand the Big Picure. I see.

Don't confuse Gossip with the valid observations of others. Who's to say change is good for change's sake.


Aviation history is littered with what were once great airlines. Braniff, TWA, United - everyone thought they were invincible. Now we know better. In a matter of a few years, they failed miserably. The question is, are we going to avoid becoming one of them?

I have been laid off/Furloughed more that a few times. I have seen management disconnect before. So I can recognize the signs. I am starting to see some here, that worries me a great deal.


Complacency could be the end of us. Personally, I'm not in the mood to go the way of the dinosaurs.

I am very passionate about the survial of this company and will do what ever it takes to make it so. What I see though is troubling.
I quess there is one thing we can agree on only time will tell. If I am wrong I will be the first to admit it.

Lets just say I hope I am wrong.

 

[ramper_in_las]

Well said

 

[hobbes]

Well said

Ramper and bubbleboy, I've been meaning to apologize to both of you. I think I let my passion get in the way of my message, and when I went back to re-read my post, I realized how "holier than thou" I sounded.

Please accept my sincere apologies for that one. If it in any way sounded like I was being disrespectful to either one of you, please know that was never my intent. From having read both your posts on this board, I assume y'all to be intelligent individuals.

And when I said "gossip," I should have clarified. I meant incorrect facts such as 1) the Redefining Excellence Team is made up of all consultants. As I pointed out, the consultants are very much the minority. And 2) The decisions are being made by these consultants. Again, that is not the case. The decisions are being made by long-term Ground Ops employees. When I hear information such as that, it makes me a tad nervous, because that information is incorrect, and yet I saw some people beginning to bat it around as though it were fact. That was what I was referring to when I said, "gossip."

bubbleboy, I think ramper may well have some great observations. I think I said something along those lines in my first post. And as you mentioned, an accurate observation is not gossip. But I think he needs to share those with the appropriate people. I mean, what good does it do to talk about them on a message board? It's not like talking about it on here is going to change anything. It's been my own observation that message boards are often filled with a plethora of incorrect information, passed off as fact because nobody ever stops to question it. Hence, my attempt to respond and clarify some misunderstanding.

And having said all that, I'm going to practice what I preach and not post anymore on this matter. But in all honesty, bubbleboy, you and I are probably closer in opinion than you think.

Again, my apologies to both of you for the tone of my previous post. Please know that I have nothing but total respect for both of you.

 

[WNrforlife]

Also, it might do well to check your facts: the majority of the Redefining Excellence Team in LAS are not consultants. They are Southwest Employees who have worked in the field just like yourself. In fact, since I think I remember (based on your previous posts) when you joined Southwest, you should know that most of those people on the Redefining Excellence Team have served Southwest many more years than yourself. Some are even people from your own Station. The consultants are only there to train them on the basics of process and performance improvement.

Yeah, that Susie Boersma from LAX that's on the Redefining Excellence team is a real babe.

Ramper and bubbleboy, I've been meaning to apologize to both of you. I think I let my passion get in the way of my message, and when I went back to re-read my post, I realized how "holier than thou" I sounded.

Please accept my sincere apologies for that one. If it in any way sounded like I was being disrespectful to either one of you, please know that was never my intent. From having read both your posts on this board, I assume y'all to be intelligent individuals.

And when I said "gossip," I should have clarified. I meant incorrect facts such as 1) the Redefining Excellence Team is made up of all consultants. As I pointed out, the consultants are very much the minority. And 2) The decisions are being made by these consultants. Again, that is not the case. The decisions are being made by long-term Ground Ops employees. When I hear information such as that, it makes me a tad nervous, because that information is incorrect, and yet I saw some people beginning to bat it around as though it were fact. That was what I was referring to when I said, "gossip."

bubbleboy, I think ramper may well have some great observations. I think I said something along those lines in my first post. And as you mentioned, an accurate observation is not gossip. But I think he needs to share those with the appropriate people. I mean, what good does it do to talk about them on a message board? It's not like talking about it on here is going to change anything. It's been my own observation that message boards are often filled with a plethora of incorrect information, passed off as fact because nobody ever stops to question it. Hence, my attempt to respond and clarify some misunderstanding.

And having said all that, I'm going to practice what I preach and not post anymore on this matter. But in all honesty, bubbleboy, you and I are probably closer in opinion than you think.

Again, my apologies to both of you for the tone of my previous post. Please know that I have nothing but total respect for both of you.

I love you, man! And its not the Colt 45 talking....

I would like to start a discussion about the Redefining Excellence Team that is going to all stations and currently in LAS. I am having a hard time understanding their role. The claim they claim they are going to make your station more effecient. In my opinion everything they have done in LAS has been detrimental to our customers. What are all your thoughts???

The next job to get cut will be Ops Agents. Just you watch. All Ops jobs won't get cut, but they will be significantly reduced.

 

[ramper_in_las]

Yeah, that Susie Boersma from LAX that's on the Redefining Excellence team is a real babe.

Yeah I have to agree she is a total babe. The TV does not do her any justice...

 

[BIFF]

I see what are saying about the customer feeling the pinch. All the cuts eventually end up being passed down to the pax. My station has 70 something flights and I see bags being delayed or missing to transfer or from going to claim belt all the time. We are just running too short most of the time. If there are delays or mx issues the whole ramp can be clogged up with a/c holding out for gates. We dont have enough people to do it all, all the time. Redifining excellence in my opinion, needs to be looking at deadweight ramp,ops and provo sups who are taking a salary and sit in front of thier computer all shift "checking thier e-mail". We can sure use the help out on the flightline.

 

[ramper_in_las]

I see what are saying about the customer feeling the pinch. All the cuts eventually end up being passed down to the pax. My station has 70 something flights and I see bags being delayed or missing to transfer or from going to claim belt all the time. We are just running too short most of the time. If there are delays or mx issues the whole ramp can be clogged up with a/c holding out for gates. We dont have enough people to do it all, all the time. Redifining excellence in my opinion, needs to be looking at deadweight ramp,ops and provo sups who are taking a salary and sit in front of thier computer all shift "checking thier e-mail". We can sure use the help out on the flightline.

I am sure operations vary at each station. In LAS the sups earn their money. In fact they run their tails off.

 

[BIFF]

I agree that Ramp sups do work hard. The busier the station, the busier the ramp sup. Other departments might have different stories...The redefining excellence team needs to interview all agents individually and hopefully use some of that input.

 

[WNjetdoc]

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

(Though I doubt it);
Have you guys EVER heard about "Injury on Duty".....or WORKERS COMPENSATION" ?????

NH/BB's

I'm sure over on your side of the tracks, "Injury on Duty" and "workers compensation" are heard daily, often and without a second thought, :mf_boff: .

BEWARE!

We had those people here in MX. They are here to effeciently take your overtime away.

Interesting post bubblyboy, less OT but delays, etc. are way down...wut up wit dat?

 

[WNjetdoc]

Congratulations, now SWA has become a ‘legacy’.

When you hire ‘outside’ consultants to tell you “your†business (of which they know nothing about ), you have just become one of the ‘legacy’ thinkers. :wacko:

Instead of using your ‘tried and true’ methodologies by ‘listening’ to your front line employees, you have entered in to the ‘school of business’ :mf_boff: that will impede your success.

Been there, done that, got the T-Shirt……

B) UT

Sorry UALtech but you're incorrect in your post. USC isn't an outside counsultant team. Also our company does listen to our suggestions way more than anyplace I've ever worked. Infact I think sometimes they go above and beyond what they need to on occasion.

For instance we have a possible mx staion re-alignment going on in the future, at one particular station. Where I used to work, (Usair), this was a daily occurance, without a second thought to who got bumped or how much of a disturbance this was going to cause to this particular person or how much of a trickle down it was going to cause. They didn't even care. SWA has done station re-alignments in the past, so this isn't a new thing, its just we don't do it much. Its not like they just said we are going to re-align station A and these guys are being displaced...period.

SWA, IMO, is going above and beyond what they have to in attempting to minimize the pain that will be caused by the possible re-alignment. They were working with the union to create jobs in certain cities where the displaced employees may want to go. I know it sucks to be bumped from a station, and it will suck for the guys involved if it happens. I think at Usair I was bumped 10-15 times, which isn't even a big deal, I just got bumped to Philly line and gse, CLT, BWI line and gse, DCA line and gse, over and over. There were guys going from the West coast to the East coast all the time, with no concern from corporate Usair.

At least it seems that SWA cares for the employees still, that or they put on a happy face while trying to fool us. I still think this is the best company and airline to work for and I try not to get into the "SWA is turning into another Usairr" doom and gloom crap going on.

 

[WNjetdoc]

I see what are saying about the customer feeling the pinch. All the cuts eventually end up being passed down to the pax. My station has 70 something flights and I see bags being delayed or missing to transfer or from going to claim belt all the time. We are just running too short most of the time. If there are delays or mx issues the whole ramp can be clogged up with a/c holding out for gates. We dont have enough people to do it all, all the time. Redifining excellence in my opinion, needs to be looking at deadweight ramp,ops and provo sups who are taking a salary and sit in front of thier computer all shift "checking thier e-mail". We can sure use the help out on the flightline.

Excellent post Biff, higher management needs to get involved in that situation and tell the lazy j/o's to get outside and work/supervise.

There needs to be accountability, which is lacking IMO.

 

[wnbubbleboy]

Interesting post bubblyboy, less OT but delays, etc. are way down...wut up wit dat?

ET TU Jetdoc?

Ahh........
The delay shell game.....

The delay minutes just moved from Maintenance back to the Ramp or Flight Operations. The same minutes, just a different department.

Finally, MX just has figured out how to effectively show the delay shouldn't be credited to them.

My God..This is a revolutionary idea! Does it solve anything?

Regarding less overtime, well I guess in this new operating enviorment we all must share the pain. Just as long as mine is less that yours.

 

[WNjetdoc]

ET TU Jetdoc?

Ahh........
The delay shell game.....

The delay minutes just moved from Maintenance back to the Ramp or Flight Operations. The same minutes, just a different department.

Finally, MX just has figured out how to effectively show the delay shouldn't be credited to them.

My God..This is a revolutionary idea! Does it solve anything?

Regarding less overtime, well I guess in this new operating enviorment we all must share the pain. Just as long as mine is less that yours.

So what are you suggesting my friend, that we as a bunch of knuckledragging meatheads just took delays previously without a second thought? We were like, "well if they say it was our delay then it must have been". Having the supervisors more involved and keeping an eye on the delays have helped our numbers out, no doubt.

I think that some of the delays are being pushed back to ops, ramp or the crew, but not all. I geuss its just hard to admit that the mechs are moving the jets a little better or more effectively ehh? Thats ok dude, I know you're too busy to help out, you know, trying to get your little "newspaper" out on time and all, lol. Can't get both aircraft and news out on time, it has to be one or the other.

Don't forget the wallpaper on the leads computer, you know the one? Its a pic of Batman and Robin jumping out of the Batmobile. The "R" on Robin stands for one of our great sups name and we put a little "B" on Batman representing the name of our other equally, (or even better as he IS Batman), great supervior. Of course the "B" on Batman, being a little sticker, you have the problem of a "B" showing up on your screen when you're looking through Wizard or one of the manuals...but we work through that, as we all are comforted in knowing we have Batman and Robin on our side!!