Originally Posted by ACYYZ/SD

To address the OP:

There are currently non-unionized "Route Managers" based in YVR/YYZ/YUL who in addition to their office duties perform check flights to ensure compliance in safety, service excellence & delivery, grooming standards, and overall consistency. They interact with all members of the Crew as well as Customers on board to gather feedback in an ongoing effort to raise the bar and promote the brand.

The 787's had a team of Coaches on board (Crew Members on Special Assignment) who assisted with the integration and on-board familiarization and training with the aircraft. Feedback was gathered to tweak service procedures and delivery as well as adjustments to galley stowages. I believe this program has concluded.