According to Doug Steenland's comments at a recent gathering of NW managers, "Northwest will have two new priorities going forward":

1. Becoming a model of workplace collaboration, and

2. Adopting a new focus on customer service.

I'm not holding my breath on #1, although I hope for the employees' sake (both union and management) that NW will give this a chance...finally.

I hope #2 will be more than lip service as customer service is what brings people back again and again.

Time will tell.