Mercurys 2010
cabin crew with all the operational and customer information they need in one easy-to-use system, wherever they are. For example: with just a few clicks we can send a relevant message only to staff operating B767 flights departing Toronto and offering Onboard Café service between December 10-20 – the only way to achieve this previously would have been to send the message to all 7,000 cabin crew.
CATEGORY FOUR - SKILLS DEVELOPMENT DHL “Colleague Training Academy”
Innovation Our aim is to be the employer of choice within airline catering. In order to achieve this and facilitate the largest TUPE transfer and recruitment process in recent airline history, DHL has introduced a bespoke and ‘best in class’ training methodology involving the development of a unique training academy.
Quality in application Every colleague goes through a minimum nine- day academy programme with both mandatory elements (a two-day induction, security, safety, health & environment) and specific core skills training. To accommodate the broad range of jobs there are 155 unique training modules incorporating 523 hours of training material. 620 colleagues have been through the Academy enabling those who previously had no experience of systems-based operations to learn and develop the new skills required to deliver the highest operating standards within a safe learning environment. Investment in a thorough induction process on transfer delivered significant improvements in performance, attendance and retention.
Internal and external customer satisfaction The training academy delivers: 1) Opportunities for all colleagues to learn new skills to further their careers through the talent management scheme.
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www.onboardhospitality.com
The DHL team receives the Mercurys award from David Young and Rob Taylor
2) Higher level of on time, complete flight uplifts to the client with an increase in accuracy, reducing wastage, damages and cost. 3) A more satisfied and engaged workforce facilitating DHL in becoming the employer of choice in the industry. Our first Employee survey produced a 96% response rate providing the information to further enhance the working environment. This is to the benefit of internal and external
customers i.e. employees, DHL as the employer and ultimately the client.
CATEGORY FIVE - PROCESSES AND SYSTEMS
Air Canada “globe Information System”
Quality in application globe is an aggregator application with interfaces to several systems and resources cabin crew no-longer need to access individually: Crew scheduling, reservation/departure control, procedures manuals, paper forms, catering plans, email, bulletin book, etc.; many of which were formerly available only at specific locations. Now cabin crew can prepare their flights and
access all necessary documents and information via a simple website or even on an iPhone or iPod Touch in real-time from anywhere in the world. globe has simplified processes at crew bases,
improved timely/relevant communication and increased cabin-crew self-service.
Internal and external customer satisfaction Cabin crew are the clear winners with easy access to previously scattered information; no need to remember strange reservation system transactions to view relevant passenger details; all information is in one system that is easy-to-use. For managers, the task of communicating timely operational information has become a breeze. As a result cabin crew can worry less about retrieving forms and data and focus on customer service.
ENVIRONMENTAL AWARD Sri Lankan Catering for Autoclave
Air Canada receives the Mercurys award from Stephen White and Matt Crane
Innovation globe Information System and its sister application, globe Mobile, are applications designed to provide
Sarath Fernando with Jons Hensel and Marc Maisonneuve
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