FlightSafety International

“Voices of Business”

Our Journey and Lessons LearnedRick Bedard, Dir. Training Operations

FlightSafety International is a Berkshire Hathaway company

FlightSafety Quality Policy

2FlightSafety International is a Berkshire Hathaway company

• It is FlightSafety International’s Quality Policy to continually meet or exceed our customer’s needs and requirements.

• FlightSafety International is committed to providing consistent, high quality training products and services to our clients.

• FlightSafety International teammates and functional groups are held accountable to FlightSafety International standards and to all applicable regulatory requirements through internal monitoring of its processes.

• Quality System performance is measured against goals and objectives to determine effectiveness and efficiency and to set higher standards for the future.

• FlightSafety International’s Executive Management will ensure that the Quality Management System and its supporting documentation are properly implemented, reviewed and maintained.

Voices of Business

3FlightSafety International is a Berkshire Hathaway company

• 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???)

Reason for Action

4

“An organization’s ability to learn, and translate the learning into action rapidly, is the ultimate competitive advantage.”

Jack Welch

The Journey – Voice of the CLIENT

FlightSafety International is a Berkshire Hathaway company

• (1951 – 2002) – Paper critiques, optional, collected or option to send direct to HQ. (15% returns no traceable actions)

• (2002-2008) – Changed paper into eCritique, sent to Client email address after course completed, added reporting and action tracking. ( 19% returns no traceable actions)

• (2008-present) – Transitioned to Confirmit, emailed to Client after course, enhanced reporting, assigned OWNERSHIP, required ACTION, all levels of leadership involved, Closed loop with the Client. The Results: 28-43% returns; 11% resulted in specific actions at the local or corporate level.

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

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

Lessons Learned

FlightSafety International is a Berkshire Hathaway company

• 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 competitive Advantage

• The right feedback tool is critical to success…

If you “Take” Confirmit…

9FlightSafety International is a Berkshire Hathaway company

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).