■ FLIGHT OPERATIONS
KPIs on the Prize Measuring Service Objectively
O
ne of the tasks of Aviation Team leaders is to develop “metrics” or “KPIs” (Key Performance Indicators) for their operation. Often, they create complex methods of tracking average fuel price, hours flown, and passenger loads. But when asked, “How do you track your customer service experience?” they may answer with another question: “What do you mean?” or “How could we measure something so subjective?” What you seek is the confidence that your crew understands and therefore can deliver a “consistent customer experience” to you and your executives, one that meets your travel requirements every time you fly. So you must communicate those requirements precisely to your crew, to ensure that your aviation department can reliably repeat top level performance, flight after flight. That consistency of service also helps assure you that your team has risk management discipline throughout the operation. This is even more critical if you have multiple crews; standardized discipline on the flight deck avoids customer experiences that differ depending on who is flying. 6 B U S I N E S S AV I AT I O N A DV I S O R
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Step 1: Define Your Expectations
“Aim at nothing and you’ll hit it every time.” – Zig Ziglar. You can’t measure performance when you don’t know your target. The first element of developing customer service metrics is establishing your Service Standards. The most effective method of doing so is to simply sit down and communicate your expectations to your Aviation Team. Just as your team depends on operations manuals that articulate when an aircraft must be powered and ready for passenger arrival, so too is it important to document the key elements of the customer service experience. Expectations might include: ■■ Schedule: When do you expect your crew to be on call? What is your expected minimum response time from phone call to wheels up? 60 minutes? 120 minutes? ■■ Supplemental Lift: When your aircraft is down for maintenance, what arrangements do you expect the crew to make for your substitute transportation? ■■ Extended Stays: When you stay at a destination for an extended period, do you expect your crew to remain onsite throughout your trip? If you make your aircraft available for charter, must they be available to fly revenue trips? w w w. B i z AvA d v i s o r. c o m
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BY DON HENDERSON The VanAllen Group / dhenderson@vanallen.com
