Sep 1, 2017, 7:08 pm
Last edit by: tcook052
Links to the other threads where the OSM - Onboard Service Manager is mentioned.
Weird or just plain incorrect things FAs/SDs have said while on board
Mentions starting with post 437
http://www.flyertalk.com/forum/air-canada-aeroplan/1675221-weird-just-plain-incorrect-things-fas-sds-have-said-while-board-30.html
Summary of North America Executive class meal service
Mentions starting with post 3278
http://www.flyertalk.com/forum/air-canada-aeroplan/982441-summary-north-america-executive-class-meal-service-219.html
Weird or just plain incorrect things FAs/SDs have said while on board
Mentions starting with post 437
http://www.flyertalk.com/forum/air-canada-aeroplan/1675221-weird-just-plain-incorrect-things-fas-sds-have-said-while-board-30.html
Summary of North America Executive class meal service
Mentions starting with post 3278
http://www.flyertalk.com/forum/air-canada-aeroplan/982441-summary-north-america-executive-class-meal-service-219.html
OSM - Onboard Service Manager on AC flights
Jan 12, 2019, 11:00 am
#61
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Right. I wouldn't expect it to.
I quoted the numbers listed in the PDF document that @rehoult posted. I never added up AC's numbers to see if they equaled 100% or the total shown. I just used the numbers that were provided, looked at the percent based on the total listed and went from there.
Perhaps the total is the 1600 SDs and thus only 1382 were actually measured, which may mean 1600 is the 100% and not 1382.
Still, the points I listed in my OP were what I found interesting. Calculating the percent of successes and failures was really just a curious exercise.
Jan 12, 2019, 1:21 pm
#62
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Join Date: Sep 2012
Location: SFO
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Posts: 44,345
The thing I found most interesting is that the coaching flight is the one immediately prior to the first evaluation flight.
"Service Directors should be informed of their shortcomings and given the opportunity to improve."
I agree with that.
However, "in a population of approximately 1400 Service Directors who had been assessed by July 3, 2018, only 18 failed to meet standards following the second assessment."
So it seems like the program was working reasonably well?
"Service Directors should be informed of their shortcomings and given the opportunity to improve."
I agree with that.
However, "in a population of approximately 1400 Service Directors who had been assessed by July 3, 2018, only 18 failed to meet standards following the second assessment."
So it seems like the program was working reasonably well?
Jan 12, 2019, 2:14 pm
#63
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,775
For anyone interested, the Union's grievances over the OBSM program were heard last summer and the ruling was issued on Monday: https://gallery.mailchimp.com/6c7637..._2_Rulings.pdf
In sum, the program is allowed to continue, subject to some modifications on union representation and scoring disclosure.
In sum, the program is allowed to continue, subject to some modifications on union representation and scoring disclosure.
I'm glad to see AC's effort to enforce customer service standards won't be materially derailed by the union, although I'm surprised that so few SDs failed to meet expectations. I guess the bar for meeting expectations is lower than I would have expected.
Anyone want to guess whether @yyznomad's favourite, serial food burning, SD was one of those who ended up getting demoted?
Jan 12, 2019, 3:00 pm
#64
Join Date: Mar 2008
Programs: AC SE MM, Marriott Titanium
Posts: 904
A very interesting read, thanks for sharing.
I'm glad to see AC's effort to enforce customer service standards won't be materially derailed by the union, although I'm surprised that so few SDs failed to meet expectations. I guess the bar for meeting expectations is lower than I would have expected.
Anyone want to guess whether @yyznomad's favourite, serial food burning, SD was one of those who ended up getting demoted?
I'm glad to see AC's effort to enforce customer service standards won't be materially derailed by the union, although I'm surprised that so few SDs failed to meet expectations. I guess the bar for meeting expectations is lower than I would have expected.
Anyone want to guess whether @yyznomad's favourite, serial food burning, SD was one of those who ended up getting demoted?
In the end, it is expectations on the part of passengers, but if my experience is the norm, then there really isn't much that stand-out about being a SD.