qf002 From Australia, joined Jul 2011, 2948 posts, RR: 2
Reply 3, posted (2 years 8 months 1 week 6 days 21 hours ago) and read 8202 times:
The irony is that outsourcing everything would probably result in a better customer experience if done properly... More consistent standards, higher level of direct accountability and contractual training/procedures that have to be followed to the letter...
It's a shame though -- the same outcomes could be achieved by bringing everything back in house as well...
ordjoe From United States of America, joined Aug 2010, 691 posts, RR: 0
Reply 4, posted (2 years 8 months 1 week 6 days 9 hours ago) and read 3923 times:
Qantas is ultimatly in the business of getting you from A to B, not ground logistics and support positions. There are other companies that can do this better and cheaper than in house. People like to complain about all this outsourcing, but they complain even more when they can not get a ticket from the US to Australia for under $1000US and take 4 suitcases with them.
The airline industry is extremely cut throat, if you do not take advantage of ideas like these, new LCC's and middle eastern carriers will destroy you.