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Voices of Business: Our Journey and Lessons Learned


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Rick Bedard, Director of Training Operations at FlightSafety International, delivered the following presentation at the Voice of the Customer Roadshow, held in Toronto on June 21 and presented by Confirmit in partnership with Delvinia and AskingCanadians.

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Voices of Business: Our Journey and Lessons Learned

  1. 1. FlightSafety International “Voices of Business”Our Journey and Lessons Learned Rick Bedard, Dir. Training Operations FlightSafety International is a Berkshire Hathaway company
  2. 2. FlightSafety Quality Policy• It is FlightSafety International’s Quality Policy to continually meet or exceed ourcustomer’s needs and requirements.• FlightSafety International is committed to providing consistent, high qualitytraining products and services to our clients.• FlightSafety International teammates and functional groups are held accountableto FlightSafety International standards and to all applicable regulatory requirementsthrough internal monitoring of its processes.• Quality System performance is measured against goals and objectives todetermine effectiveness and efficiency and to set higher standards for the future.• FlightSafety International’s Executive Management willensure that the Quality Management System and its supportingdocumentation are properly implemented, reviewed and maintained. 2 FlightSafety International is a Berkshire Hathaway company
  3. 3. Voices of Business • The Client: The person receiving the training • The Customer: • The Operator/Manager of the Aircraft • The Original Equipment Manufacturer • The Teammate: Those involved in delivering the products and services _________________________________________ • The Regulatory Authorities (.gov) • The Economy • Others (Social Media???) 3 FlightSafety International is a Berkshire Hathaway company
  4. 4. Reason for Action“An organization’s ability to learn, and translate the learninginto action rapidly, is the ultimate competitive advantage.”Jack Welch 4
  5. 5. The Journey – Voice of the CLIENT• (1951 – 2002) – Paper critiques, optional, collected or option tosend direct to HQ. (15% returns no traceable actions)• (2002-2008) – Changed paper into eCritique, sent to Client emailaddress after course completed, added reporting and actiontracking. ( 19% returns no traceable actions)• (2008-present) – Transitioned to Confirmit, emailed to Client aftercourse, enhanced reporting, assigned OWNERSHIP, requiredACTION, all levels of leadership involved, Closed loop with theClient. The Results: 28-43% returns; 11% resulted in specificactions at the local or corporate level. FlightSafety International is a Berkshire Hathaway company
  6. 6. Voice of the CUSTOMER• 2009 – Conducted semi-annual surveys of the Customer Operator stakeholders – Aviation Director, Training Managers, Chief Pilot, Chief of Maintenance, Scheduler/Dispatchers – to get there feedback on how they felt about doing business with FlightSafety • Scheduling • Billing • Training Program Support • Observable improvements post training• The results: Identified significant opportunities for improvement; spawned a project “The Customer Experience Target State” $1.8 million over an 18 month project. 6
  7. 7. Voice of the TEAMMATE• Teammate Suggestion Program• Electronic capture of internal Quality Assurance Reviews of training programs, instructor performance, and facilities maintenance• Capture and routing of non-conforming training events and near misses discovered during internal audits• Internal feedback on recommended improvements to Customer service and facilities• Results: Consolidated internal feedback with external feedback to do detailed analysis 7
  8. 8. Lessons Learned• Key to turning feedback into action is OWNERSHIP!• Feedback survey does not have to be short to get high returns: • Questions must be meaningful to the Client • Response options must be relevant to the question (scale, binary) • Don’t be afraid of free text responses • Owner response and actions have a huge impact on likelihood of follow-on feedback• Anonymous submission offered but minor percentage of returns• Feedback is 360° closed loop – Collect, Share, Analyze, Act,Close the loop.• “Voices of Business” adds new opportunities to grow competitiveAdvantage• The right feedback tool is critical to success… FlightSafety International is a Berkshire Hathaway company
  9. 9. If you “Take” Confirmit… Contact your doctor if you experience any adverse side effects… …if you experience better returns, better quality of actionable intelligence, increase in Teammate engagement, improved connection with Customers through Action…don’t tell your competition (they’ll eventually find out for themselves). 9 FlightSafety International is a Berkshire Hathaway company