Hō‘ike - September 2017

DUKE’S OCEANFEST

NEW RAMP BREAKROOM

‘IOLANI PALACE

PROCESS IMPROVEMENT

SEPTEMBER 2017

AMAZING AEROBATICS

Making an Impact with Continuous Improvement

Safety measures, financial costs, time savings, job satisfaction – these are the hallmarks of success in many companies, across many industries. But how does a destination airline reach those benchmarks, year after year? At Hawaiian Airlines, part of the answer lies in Continuous Improvement.

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RANSPORTING OUR GUESTS, safely and comfortably, is a multi-step process that can be broken down into thousands of smaller processes and steps. Our Continuous Improvement team is tasked with engaging the experts – our employees – to figure out how a process might be fixed or enhanced, so that our workflows become more efficient and productive, our company gets stronger and better, and our employees enjoy a more rewarding job experience.

Green Belts The four “Six Sigma Black Belts” at Hawaiian Airlines graduated 15 new “Green Belts” in May. The inaugural class brings diverse skills to Hawaiian Airlines, but through the Lean Six Sigma program, all of them adopt the very same approach: to involve those individuals who do their job every day to get the best results.

“We always look to enhance any process, and get stronger day by day,” said Lean Six Sigma Black Belt Joe Bolton. “By creating a culture of constantly improving, our Green Belts can build their work areas and add new skill sets.”

“More members are getting their upgrades, customer satisfaction is up, the average handle time is down, and the agents are happier, too,” said Roger. “Since the new process was implemented in May, we have not received a single complaint from Platinum members.”

“Wow, this is great! I don’t have to call back a second time. Much easier.

Thank you for making it better for us.”

—Pualani Platinum Member Centralized Interline Belt At HNL Station, the process of transferring baggage from Hawaiian to 14 other carriers, and vice versa, was not standardized, resulting in a disappointing Mishandled Bag Rate (MBR) of 10.8 claims per day.

Green Belt candidates, as part of their certification, created a one-stop “hub” for baggage transfers called the Centralized Interline Belt (CIB).

Since the beginning of Phase I, the MBR average has plummeted to 2.7, for a 75 percent reduction in missed bags.

“On the very first day of implementation, our customers – especially the Delta and Swissport handlers – realized how much driving time was reduced from their daily tasks; they immediately understood the benefit,” said Process Improvement Lead David Acklin. “The CIB is driving down costs and improving customer satisfaction. This will increase our overall value proposition as an alliance partner. We will continue to be an integral part of their network.”

“Smart travelers care about whether their bags arrive with them, not just on-time performance,” added AO Planning Manager Randy Medina. “Less claims for missing bags means happier guests, which equals a higher CSAT score for Hawaiian.” ■

Platinum Upgrades Pualani Platinum members and 75K fliers are Hawaiian’s most loyal customers. Each year, they’re rewarded with complimentary upgrades to Business or First Class. But the upgrade process was cumbersome for Platinum members; we needed to find a better, more efficient way to assist our guests.

As part of their Green Belt certification, Roger Gleim in Reservations and Mollie Ebersbach in Loyalty teamed up to create a new process, working in close collaboration with Central Reservation Control and Revenue Management to ensure that everyone agreed with the proposed solution. Roger and Mollie even flew to the Philippines to personally train the call center personnel in the new process.

HNL Ramp Agents Kalani Kalima, Delfin “Del” Juliano and Paquito Capillan on the CIB.

A New Home for Our HNL Ramp ‘Ohana

It isn’t a secret that many of our Operations employees have been working in less-than-ideal facilities at some of the airports we serve. However, the constant feedback that we receive from Nā Leo hasn’t been ignored.

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ORKING WITH A DIVERSE set of partners, including airport authorities and various agencies, our Airport Operations and Corporate Real Estate teams have dedicated much time and effort navigating the maze of regulations and permits required to get multiple projects on the books, starting with small steps like renovating the offices of SJC Station and HNL Contract Services.

More recently, we’ve made great strides in improving the work space for our Honolulu Ramp team. On Aug. 22, Kahu Richard Kamanu led a traditional Hawaiian ceremony to dedicate a spacious, newly-renovated Ramp Breakroom.

Our Ramp ‘ohana is now able to take a break from the hot sun in a beautiful facility cooled by an upgraded air conditioning system and lit by energy-efficient lighting. They have access to larger restrooms with new fixtures and expanded locker rooms. New furniture and kitchen appliances add to the modern amenities. For a bright and airy feel, we enlisted the talents of renowned local artists Pow! Wow! Hawai‘i to design and paint a wall mural that reflects our cultural identity and sense of pride. ■

Get To Know / Kirk McBride

Co-owners Kirk McBride and ‘Ohana pilot Eric Sorensen.

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IS FATHER’S ATTENTION ELSEWHERE, the six-yearold reached forward from his usual place in the rear seat of the family’s Tri-Gear Champ aircraft.

“As hard as we could, my brother and I pulled back the joystick! And got negative G’s! Then Dad would push it back over and, as the airplane was straightening out, we had a couple seconds of pure weightlessness,” recalls Capt. Kirk McBride. “That was awesome!”

Kirk’s father eventually sold the Champ. “But I always cherished those memories in the skies above Wisconsin. My whole life, it was always on the back burner. So, when I was able to buy my own aircraft with friends, I insisted it be something that could do aerobatics.”

Sounds complicated! But Kirk soon became proficient at loops, rolls, Hammerheads – and eager for the next level of aerobatics. Today, look up in the sky near HNL, and you might see his Pitts Special launch into a Cuban Eight (a three-quarter loop with a roll, pulled up vertical into another three-quarter loop and roll, to make a sideways figure eight), Half Cuban Eight (a three-quarter loop rolled upright, but then you continue to descend to the same altitude you started at) or Immelmann (a half-loop with a roll at the top).

And so, one year ago, Kirk became the proud co-owner of an American Champion Citabria 495AC monoplane (above) with Capt. Bob Scott and Vice President of Flight Operations Ken Rewick. He also teamed up with ‘Ohana pilot Eric Sorensen to buy a Pitts Special S2A biplane.

“When I saw the Pitts, I bought it on the spot, shipped it to Hawai‘i, reassembled the parts, and here we are.”

It wasn’t long before Kirk was up and away. “I read a book about aerobatics flying and then I just did it. You start with the basic maneuvers, which is an upward loop and sideways roll. Most everything from that point is a variation of those moves, or multiple combinations of them.”

The first combo, he explains, is a basic Hammerhead. “This is where you start the loop, but go straight up into a vertical climb and hold that line straight until you run out of flying speed. Then you use the rudder to pivot on the wing tip, and the plane will flip downward, reverse direction and come straight down.”

“I do a variation of an Immelmann, too: a half-loop with a half-snap roll at the top, where you simultaneously pull the full aft stick and kick a full rudder to stall one wing, while the other wing produces lift. This causes the airplane to very quickly spin from upside-down inverted to right-side up.”

What is his favorite move? For now, it’s the Hammerhead. That is, until the day comes when Kirk invents a brand-new combination of aerobatics; a signature move we’ll call The McBride. You read it here first, in the pages of Hō‘ike. ■

Know an employee with a hidden talent? Let us know at HA.CorporateCommunications@HawaiianAir.com

Show Your Honolulu Pride Hawaiian Airlines has signed up as a sponsor of Honolulu Pride Parade 2017 – the largest LGBTQ community event in the state – and now it’s your turn to sign up with Team Kōkua!

We’re aiming for 500 Team Kōkua participants at the Oct. 21 parade, so invite your family and friends to join us. Check your Inbox or HApeople.com for signup details.

“Our ho‘okipa (hospitality) is made stronger because of our diversity. We respect, support and celebrate equality and aloha for all – regardless of gender, ethnicity, or sexual orientation.

Hawaiian Airlines has been noticeably absent from our hometown Pride parade the past couple of years. We want to change that,” said Vice President of Airport Operations Jeff Helfrick. ■

A Day in a Life / Gary McKoy As Senior Director of Contract Services, Gary McKoy finds himself in the unique position of maintaining our consistently high standard of hospitality for other airline customers, while also ensuring that vendors deliver the same quality of service for our North America and International stations. And, never far from his mind, is the need to leverage these accomplishments into new ways to maintain cost savings, maximize revenue, and seek additional business opportunities for our company.

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AWAIIAN AIRLINES Contract Services provides ground handling for a number of client airlines serving Hawai‘i. These employees treat all guests with the same principles of aloha, mālama and ho‘okipa that have defined our company since the beginning.

With nearly nine decades of experience serving Hawai‘i safely and reliably, our Contract Services team is the ideal ground-handling solution for airlines that want to bring more visitors to our Island home.

PERPETUAL MOTION: His nonstop interaction with WestJet, Air China, Air Asia X, other managers and Hawaiian Airlines ground handling staff keeps Gary a busy man.

“Our employees provide a consistent level of service for the traveler that, in many cases, exceeds the expectation of our client airlines,” said Gary.

“An ability to deliver the same high standard is top-of-mind when we are choosing a ground handling vendor at stations (JFK and international gateways) where it simply isn’t economically viable to employ Hawaiian Airlines personnel. No matter where we fly, our guests deserve nothing less than stellar customer service.”

Watching Gary juggle multiple hats is enough to make one’s head spin.

But there is a method to the perceived madness and, for that, he is grateful to his acting background. “Whether working with existing clients and vendors, or exploring business opportunities with new ones, I always remember that I’m ‘on stage’ and my job is to make my presentation relatable to my audience. And, I never forget the basics that my mama taught me: liberal sprinkles of ‘please’ and ‘thank you’ go a long way in making your audience walk away with a good impression of you.

Customer service is our currency and you can’t be a great ambassador of your product if you can’t demonstrate it.”

In a world dominated by electronic communication and social media, Gary never underestimates the importance of face-to-face communi-

cation. “It’s so easy to misinterpret someone’s intentions when you aren’t sitting across from that person, especially when dealing with those for whom English is a second language. In my line of work, my tone of voice and speed of speech – even the way that I present my business card – cannot be replicated online or over the telephone.”

Gary’s infectious personality gives him an edge when dealing with vendors, clients and even his colleagues, but ultimately, respect and honor win the day. “Our Procurement, Finance and Legal teams take great care of the technical details. My role is to ensure that people see us as a partner they can work with easily and comfortably.” ■

Kama‘āina Insights / ‘Iolani Palace

Designated a National Historic Landmark in 1962 and recognized as the only official royal residence in the United States, ‘Iolani Palace was the home of King Kalākaua and Queen Lili‘uokalani, Hawai‘i’s last reigning monarchs. Under Kalākaua’s direction, the palace’s cornerstone was laid on Dec. 31, 1879, and construction was completed three years later.

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HE KING WAS IMPRESSED by royal residences he had seen during his visits with heads of state during his year-long trip around the world in 1881, and wanted his palace to meet the same standards of luxury. Accordingly, his palace boasted the most innovative amenities of the time, including indoor plumbing, a telephone system and electric lights (the first to be installed in Hawai‘i).

For 11 years, the palace was the Hawaiian kingdom’s political and social center.

Kalākaua, who ruled until his death in 1891, and Lili‘uokalani, who succeeded him, held official functions and hosted lavish parties there.

The monarchy was overthrown in 1893. Two years later, men loyal to the Queen unsuccessfully tried to restore her to power. She was arrested, put on trial before a military tribunal, found guilty and imprisoned in an upstairs bedroom in the palace for nearly eight months.

During the ensuing decades, ‘Iolani Palace served as the headquarters for the provisional

can be seen across the hall in the Blue Room.

The table in the State Dining Room is set for a formal dinner for eight, complete with Bohemian crystal stemware and porcelain plates decorated with the Hawaiian coat of arms. Even the smallest items – stationery, jewelry and silver-plated brushes, for example – reveal how the ali‘i (royal family) lived when they reigned.

government, republic, territory and state of Hawai‘i. When the new State Capitol opened in 1969, government workers relocated there, leaving the palace in dire need of repairs.

Unfortunately, many of the palace’s precious artifacts were sold at public auction following the monarchy’s overthrow. The search for pieces continues, with new finds being made all over the world, including a table in the Governor’s Mansion in Iowa.

Researchers pored over 19th-century newspaper articles, photographs and manuscripts to ensure that the mammoth restoration project would accurately reflect the palace’s original grandeur. Carpets and drapes were faithfully reproduced, and artifacts were placed in proper locations, based on pictures obtained from archives and libraries.

‘Iolani Palace’s regular hours are 9 a.m. to 4 p.m., Monday through Saturday. Admission is waived for local residents on Kama‘āina Sunday, usually the second Sunday of the month. For more information, call (808) 5220822 or visit iolanipalace.org. ■

Among the treasures on view in the Throne Room are the thrones of Kalākaua and Queen Kapi‘olani. Lili‘uokalani’s koa piano

Want to learn about a Hawaiian custom or tradition? Send a request to HA.Corporate Communications@HawaiianAir.com

Legends Surf Classic / Duke’s Oceanfest

Congratulations to the 12 Team Kōkua members who competed in the two-day Legends Surf Classic! Hawaiian Airlines was the Presenting Sponsor of the Classic, which has been a major event of Duke’s OceanFest for more than a decade.

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ELD IN WAIKĪKĪ, the OceanFest honors the great Hawaiian waterman Duke Paoa Kahanamoku through his favorite sports competitions, including surfing (look for the story in the next Ho‘ike). Proceeds benefit the Duke Kahanamoku Foundation, which provides scholarships and grants to young men and women of Hawai‘i who embrace qualities that Duke valued: education, athleticism and the aloha spirit.

Riding the waves for our company were Jimmy Austin, Alex Da Silva, Brandon Tengan, Mark Kam, Spencer Mawhar, Allen Bodine, Jamie Pirkl, Curtis Chew, Joe Bolton, Keoni Yen, Jeffrey Bienhaus and Shaina Ducosin. They represented our Flight, In-Flight, Cargo, Maintenance, Line Service, Finance, Purchasing, Engineering, Communications and Strategy and Transformation teams on O‘ahu. Surfing legends Lance Ho‘okano, Craig Sugihara and Dino Miranda rounded out our teams.

“Supporting the Duke Kahanamoku Foundation is two-fold as part of Hawaiian’s Team Kōkua giving program,” says Director of Community

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Relations Debbie Nakanelua-Richards. “As the Presenting Sponsor of the Legends Surf Classic, we are able to support both culture and education. One of the reasons Team Kōkua is a vital part of Hawaiian is that it fosters the opportunity for employees to be ‘ohana. It allows us to come together beyond our work environment, connecting us to our community and the community to us.” ■

Roger Gleim Reservations

Eric Sorensen ‘Ohana by Hawaiian

Jeff Helfrick Airport Operations

Felicia Thomas Continuous Improvement

David Acklin Continuous Improvement

Kalani Kalima Airport Operations

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Damian Balinowski Corporate Communications

Kirk McBride Flight Operations

Joseph Bolton Continuous Improvement

Gary McKoy Airport Operations

Paquito Capillan Airport Operations

Randy Medina Airport Operations

Mollie Ebersbach Loyalty

Debbie Nakanelua-Richards Corporate Communications

Mark Berthold Corporate Communications CONTRIBUTORS

Capt. Kirk McBride in his Pitts Special S2A aerobatics biplane.

is written to inform, inspire and entertain the employees of Hawaiian Airlines.

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