alasizon wrote:Improving operational reliability isn't something that AA needs Richard Anderson to do (or any new CEO for that matter); there are plenty of capable leaders at AA that can step up and start making the required efforts; but it isn't just management that needs to step up and we know that. It is every single person in the chain that has to want to do better.
Who is responsible for making sure that the right leaders you mention that are required to instill change are in senior leadership positions? It is 100% management's responsibility to step up. Are you trying to say that somehow the buck stops with.. the front line workers? You're joking, right? Of course front line workers are important to the outcome, but it is management (senior and middle)'s responsibility to enable those workers for success.
Everyone "wants to do better" - with rare exception, no one goes to work wanting to do a crappy job. Front line workers - for the most part - are beaten down over time by management that is not responsive or does not enable them to be successful. Only leadership has the ability to change the environment in such a way to make front line workers responsible. Is this easy? No, of course not! But that is why it takes the right leadership - all the way up to top - to focus the organization to start solving these problems.
Customer service struggles but I don't believe at all that is a Doug issue; the customer care frontline staff has no real direction and the bad apples are both LUS and LAA (and even some post-merger).
You.. you don't see an issue with an airline that consistently creates unhappy and discouraged frontline workers - past, present, and presumably future - as being a leadership issue? I mean really?
What would bringing in RA do to solve these problems?
No idea whether RA is the right person for the role (probably not), but a new leader that resets the organization's priorities (where investment goes, what is measured, and what is emphasized in communication) would be more likely to drive change than just blaming "bad apples" on the front lines.