Ok, time to wax cynical and poke fun at some non-performers
in the aerospace and aviation industry.
Ah, the tyranny of the ‘but’ word. ‘But’ is a conjunction
used to introduce something contrasting with what has been already mentioned. Anticipation
of the ‘but’ word most of the time makes us cringe. For example, ‘Joe you’re a
good worker but…’ oh no, here it comes, the
compliment- criticism strategy. Really now, is it worth anything at all to
the listener to hear that compliment? Probably not, especially when followed by
the ‘but’ word. Management mentors would suggest that use of the compliment-criticism is too
blunt and ineffective. The compliment-neutral
transition/positive reinforcement-coaching strategy might be more
palatable, e.g. ‘Joe you’re a good worker but we have suggestions for
improvement to make you a star performer.’ Hmm,
nice landing boss as you prepare to jolt me. Speak of jolting, there are some
things in our industry which people or firms say they do, but…
24/7/AOG SERVICE
Really? This is an overused claim in the aviation support sector.
What it really means (at 2am your time)
is that you’ll take the information (while
assuring the caller that you’ll get right on it) but (there’s that word) really get to it at the first opportunity of
regular working hours. At worst it means that you have 24/7 voicemail
capability which someone will access during regular working hours. Oh, you got the hot call but have no
inventory? Hopefully the source of the part you intend to call has a
genuine 24/7 AOG capability; good luck
with that.
As a young Supervisor over two avionics shops at a major
airline, I recall the 24/7 AOG service we had to give to our internal airline
customer and our external customers who used us for repair and overhaul
services. During the week it seldom was an issue since we had 2 and 3 shift
services for the shops, but during the weekends the supervisors rotated having
‘weekend duty coverage’. Friday afternoon you’d sign out the ‘briefcase’ which
was prepared that day. It had the latest seniority lists of all the
technicians, contact phone numbers, and a dedicated pager (yes those are still used today for critical applications). If I
got a call it was from Maintenance Operations Control, usually. the AOG desk. You had all the resources and
authority to get people into the shops to get the product out, and yes, pity
the poor fellow on Monday who might have to explain an unfulfilled need. That was indeed 24/7 AOG service.
Excuses for saying you have the service but not living up to
it varies and are well rehearsed. Royboy’s counsel is that if you’re an
operator and considering signing on with a service provider, don’t sign
anything until you’ve made a test call at 3am Sunday morning. The results will
surprise you.
YOUR INVENTORY
You list inventory on public websites as if you actually had
the parts but you don’t. On the other hand you know who certainly does have it,
but you list it in your name in the hope that you, instead of them will get the
call. When you get the call you simply place an immediate order to the source (there were two buts in this one…).
MISSION STATEMENT
There are a few blue-chip companies which are absolutely
driven and consumed by their mission statement; in fact that’s what contributed
to their being classed as a ‘blue-chip’ performer. The military is 100% mission
driven. Your rank, promotions, awards, and decorations are all dependent on
your contribution to attainment and sustainment of the mission. For these reasons it’s surprising how many
firms have hollow mission statements. You see the statements in manuals, banners,
and marketing channels. The problem is there’s no follow-up, targeted metrics,
or performance accountability; in short, the mission statement is Papier-mâché
window dressing designed to mostly impress outsiders.
I recall when creating a mission statement was quite a deal.
It might have involved a weekend retreat with key employees and a professional
facilitator. After the meeting room was impressively plastered with post-it
posters of draft statements (which made
you feel quite productive), the group arrived at the pinnacle consensus
mission statement with the requisite oohs and ahhs; this, while you all stared
in wonderment at the creation. This was
followed by the trumpeted roll out and broadcasting of the statement on shiny
wood and brass plaques posted in high visibility areas…to be quickly forgotten.
Maybe you really meant it when you said it but…
STATEMENTS ABOUT
QUALITY
It’s expected and quite fashionable to make grand statements
about corporate policy regarding the quality of its products. Do you want to
know who really lives up to their quality policies? Just ask the receiving
inspectors at any firm and you’ll get an ear full of those who don’t. I
guarantee that the firms being cited by those inspectors have impressive
grandiose statements purporting to support quality as if their very life
depended on it, but…
CUSTOMER SERVICE
The quality of customer service seems inversely proportional
to the size of the firm. Cynical perhaps, but it seems to apply to many firms. You can order that car in any color as long
as it’s black (a famous quote from when Ford Model T’s were the dominant car).
Many times the big supplier hubris seems directly tied to the amount of
exclusive distribution rights they have; you
can’t get it from anyone but me and you’ll like it…
The biggest complaint I hear is how big suppliers treat
small customers. Those big suppliers no doubt have avowed policy to treat all
customers fairly and equally, but…
PEOPLE WHO SAY
THEY’RE GOING TO DO SOMETHING
Of all the areas I have cited in the article, without
question the biggest source of disappointment is when someone says they are
going to do something but don’t. I’m sure in fact, that when they said it they
meant it, but time fly’s by and guess
what? Zip, nada. I charitably attribute this to poor management skills. Purveyors
of this behavior are chronic, and particularly skilled at making excuses. I’ve seen this same pattern among persons who
are habitually late, but that’s a topic for another time.
Don’t say you’re
going to do something unless you’re organized to do so. If you get sidetracked
by other priorities, let the other person know. This always impresses them; you’re on your game. Remember, you may have forgotten the topic, but
the other person has not. Most of the time they’ll be polite and not bother you
with the issue, but they’ve mentally written you off as unreliable. Just sayin…
ROAD RUNNER ACME AERONUATICS MISSION STATEMENT
We shall
deliver unsurpassed quality supported by unrivalled customer service, 24/7.
“And
I’ll get you that information by COB Tuesday…” but of course…
Over ‘n out
Roy ‘Royboy’ Resto
www.AimSolutionsConsulting.com