Makeover (from shame to fame)
æ 1984 ¡V 1996, from loss making to aviation¡¦s standard-setter
o Innovation (specially with the control handling system)
o High quality personal service
o Consistent profitability
o Systematic training
æ From ¡¥airline to avoid at all costs¡¦ to ¡¥world¡¦s best airline¡¦ / ¡¥world class¡¦¡K was considered the most unpunctual airline, when flying from its own home country too
David Shott
æ Initiated customer service training for all employees ¡§front line first¡¨ and ¡§supporting the front line¡¨
æ Restructured the airline ¡V emphasis on marketing and IT to maximize yield
æ Overhauled HR system to align policies with the strategy of the airline
Robert Berger
æ Shott brought him in as legal director and moved to director HR and director marketing and operations
æ Sharpe mind ¡V thoughtful answers ¡V disarming modesty ¡V relaxed ¡V friendly ¡V media savvy
æ Customer is GOD,......
Join Now or Login to view the rest of this paper.
Approximate Word Count: 915
Approximate Pages: 4 (260 words per double-spaced page) |