Originally Posted by
Skipcool3
BAA's PROFITS have just been announced at about 1100 MILLION US Dollars, less than forecast due to investment in extra security.
It's time for the city bankers to understand that when they have to wait a while trying to get through a BAA airport, there quest for shareholder value and efficiency may, just, have something to do with it.
Involve the staff. Motivate them.
Sorry, but I'm afraid that's a rather simplistic view.
When circumstances change, businesses should expect to take a knock in their profits, which then might ripple through the ranks (yes, I agree that management may be more immune to the ripples than I would like).
But to me, the inefficiency BAA has seemingly shown trying (or not) to adjust to the new realities is a sign it's doing a lot of things wrong, particularly on the customer-facing side. It's difficult to feel the benefit of added 'security' (I dispute whether I'm getting that, given the inattentive -- except to liquids not packed in the plastic bags -- staff I've consistently run across) when all I experience is the added inconvenience. Would involving the staff make it better? I'm frankly pessimistic about that.
This is a self-centered view, but, judging from the conversations I've overheard, it's what passengers often end up feeling. When a large proportion of end-users feel slighted, a company should take notice.