Transcript Document 7300311

Communication Assessment:
Hawaiian Airlines’ Maintenance
and Engineering Department
by
Lani Almanza, Jennifer Campbell-Meier,
Bill Kunstman, Zachary Keever, Viil Lid,
Stephanie Rolfe & Miwa Yamazaki
Hawaiian Airlines
• Hawaii's largest airline since its founding in 1929
– serves 18 domestic and international destinations in
the Pacific region.
– specializes in air transportation to, from, and among
the Hawaiian Islands and the South Pacific
• Carrying more than 6 million passengers a year
– daily flights to seven destinations throughout the
Hawaiian Islands
– Daily flights to the mainland
– weekly flights to the South Pacific destinations of Tahiti
and American Samoa.
From http://www.hawaiianair.com/about/corporate/history.asp
“…times of uncertainty produce
unhappy people.”
• Second Bankruptcy
– “more civil than the first bankruptcy”
• Maintenance & Engineering is currently without
a Vice President
– 4 VPs, 2 Senior Directors acting as VP and 2 Interim
VPs (acting as consultants) since 1994.
– Last VP stayed 2 weeks.
Maintenance and Engineering
Division
• Departments
–
–
–
–
–
Engineering and Reliability
Aircraft Maintenance
Quality Assurance
Planning and Materiels
GSE and Environmental Compliance
• Groups
– Management
– Labor
Methodology
• Interviews
– Conducted 56 interviews across the division
• Surveys
– Distributed over 300 surveys
– Received 62 completed surveys
Methodology (cont.)
Percentage by Group
80%
70%
60%
50%
40%
30%
20%
10%
0%
68%
64%
51% 49%
32%
25%
11%
0%
Organizational
Chart
Labor
0%
Interviews
Group
Management
No aff liation
Surveys
Methodology (cont.)
Organizational Chart*
Percentage by Department
Interview s
Surveys
70%
57%
60%
56%
50%
40%
33%
30%
20%
10%
7%
12%
20%
16%
10%
8%
11% 10%
14% 16%
5%
8% 8%
7%
0%
0%
Engineering and
Reliability
Aircraft Maintenance
Quality Assurance
Planning and Materiels GSE and Environmental
Compliance
Department
No affliation
Constraints
• Organization
–
–
–
–
–
Large organization
Multiple shifts
Essential work
Holidays and vacations
Secure area
• Unable to interview as many people as we hoped
– Random Sampling
– Convenience Sampling
– Accidental/Snowball Sampling
• Surveys not handed out directly
Strengths
Employment
Longevity
Employee
Competency
Employee
Commitment
Employee
Productivity
Employee
Satisfaction
Employee Productivity
• “We accomplish a lot with
a small workforce”
Q 38: How would you rate your
productivity on your job?
31%
• “The work never runs out
& I feel proud when I see
the plane at the gate”
26%
18%
8%
8%
5%
2%
t
d
d
d
d
d
d
ie
ie
ie
en
fie
fie
fie
r
s
s
sf
sf
s
sf
e
i
i
i
i
i
i
f
t
t
t
t
t
t
f
a
di
sa
sa
sa
Sa
Sa
]S
is
is
is
In
y
y
l
2
r
d
]
D
D
t
[
e
h
]
y
[4
ly
[6
er
lig
]V
ht
V
S
g
[1
i
]
]
l
[7
[3
]S
[5
Mean
Median
Mode
2.606557
2
2
Employee Satisfaction.
• “Which job? Mine? Pretty
good, 7.”
Q1: how satisfied are you with your
job?
28%
25%
• “Personally, I get satisfied,
what I fix doesn’t come
back.”
13%
10%
10%
10%
[1
]V
er
y
Sa
tis
fie
[2
d
[3
]S
]S
at
lig
is
fie
ht
d
ly
Sa
tis
fie
[4
[5
]I
d
]S
nd
lig
i
ffe
ht
ly
re
D
nt
is
sa
tis
[6
fie
]D
d
is
[7
s
]V
at
is
er
fie
y
di
d
ss
at
is
fie
d
2%
Mean
Median
Mode
3.116667
3
2
Employee Commitment
Q48: IÕm not willing to put myself out
just to help Hawaiian Airlines.
Q49: Even when Hawaiian Airlines is
not doing well, I am reluctant to
change to another employer.
32%
29%
21%
21%
20%
18%
16%
16%
7%
5%
4%
4%
4%
e
[2
]S
]T
ru
om
e
ew
ha
tt
ru
e
[4
]N
[5
ot
]S
su
om
re
ew
ha
tf
al
se
[7
[
6]
]A
Fa
bs
ls
ol
e
ut
el
y
Fa
ls
e
[3
tru
[1
]V
er
y
Fa
ly
ol
ut
e
bs
]A
[7
5.140351
6
6
ls
e
al
se
]F
se
[6
tf
al
ur
e
om
]S
[5
Mean
Median
Mode
ew
ha
ot
s
]N
tt
ru
e
[4
e
ru
ew
ha
]T
[2
]S
om
[3
[1
]V
er
y
tru
e
2%
Mean
Median
Mode
2.839286
3
2
Employee Competency
• Interviewees across departments and levels
reported that labor group’s competency is one of
the division’s strengths.
– “Qualified, competent people”
– “Capability and know-how are there.”
– People, “… take pride in the fact that Hawaiian Airlines
has a good performance record.”
Weaknesses
Lack of Strong Leadership
• Lack of Vice President
Q35: level of satisfaction with the
extent to which attitudes toward
communication at M&E are basically
healthy
- lack of vision,
cohesiveness, 'personality’
34%
• Lack of Leadership
- 'unhealthy' attitudes to
communication
- micro-management
- feedback leads to better
motivation
21%
18%
13%
11%
0%
y
er
]V
[1
f
t is
a
S
d
ie
]
[2
0%
f
t is
Sa
]
[3
ig
Sl
d
ie
ly
ht
d
ie
nt
d
d
d
ie
ie
fie
sf
sf
s
i
i
i
t
t
t
di
sa
sa
sa
In
is
is
is
]
d
D
D
[4
]
ry
ly
[6
ht
Ve
]
il g
[7
]S
[5
f
t is
Sa
Mean
Median
Mode
re
ff e
5.491803
6
7
Lack of Strong Leadership
Q17: level of satisfaction with the
extent to which my supervisors know
and understand the problems faced by
subordinates
Q18: level of satisfaction with the
extent to which M & E's
communication motivates and
stimulates an enthusiasm for
meeting its goals
39%
46%
18%
23%
13%
18%
8%
5%
[
]3
[
]4
0%
0%
er
y
[1
]V
10%
7%
Sa
t is
f ie
d
[2
]
[3
S
at
]S
is
li g
fie
ht
d
ly
Sa
ti s
fi e
[4
[5
]I
d
]S
nd
li g
iff
e
ht
re
ly
nt
D
is
sa
ti s
[6
fi e
]D
d
i
[7
ss
]V
at
i
sf
er
ie
y
d
di
ss
at
is
fie
d
0%
10%
Mean
Median
Mode
6.016393
6
7
d
fie
Ve
ry
tis
Sa
[
]1
tis
Sa
d
fie
ig
Sl
[
]2
ly
ht
d
fie
tis
Sa
Mean
Median
Mode
nt
re
ed
[
]5
ed
[
]6
fi
fi
fi
tis
tis
tis
a
a
a
ss
In
iss
iss
di
D
D
y
r
ly
ht
Ve
ig
l
S
f fe
di
5.442623
6
7
ed
[
]7
Departmental and Group
Differences
Q85-89: Areas of Conflicts
Differences in procedure
between divisions
35%
30%
Interpersonal reationships
25%
20%
Vacancy/promotion
announcements.
15%
Supervisor-subordinate
relationships
Overall relationships between
divisions
10%
5%
er
N
ev
y
el
ar
R
te
n
ve
ot
N
cc
O
ry
as
io
of
na
es
et
m
So
Fr
eq
ue
im
nt
ly
ly
ul
ar
eg
R
lly
0%
Departmental and Group
Differences
Q90-94: Conflict Resolution
30%
Differences in procedure
between divisions
Interpersonal reationships
25%
20%
Vacancy/promotion
announcements.
Supervisor-subordinate
relationships
Overall relationships
between divisions
15%
10%
5%
Te
rri
bl
y
Po
or
ly
U
nd
ec
id
ed
N
ot
ve
ry
w
el
l
Pa
ss
ab
ly
Sa
tis
fa
ct
or
ily
Su
pe
rb
ly
0%
Departmental and Group
Differences
Q26: Level of satisfaction with the
extent to which conflicts are handled
appropriately through proper
commmunication channels
34%
18%
15%
13%
15%
3%
[1
]V
[2
]S
er
y
Sa
tis
fi e
d
[3
]S
a
tis
lig
fie
ht
ly
d
Sa
tis
fie
[4
[5
]I
]S
d
nd
lig
i
f
ht
fe
ly
re
D
nt
is
sa
tis
[6
fie
]D
d
[7
is
sa
]V
ti s
er
fi e
y
di
d
ss
at
is
fie
d
0%
Mean
Median
Mode
5.278689
6
7
• Labor group generally
dissatisfied with communication
• Management group generally
indifferent to communication
Lack of Formal Information
• Current culture surrounding Hawaiian Airlines formal
communication
• Key issues involved with information Withholding
Ranking of Reliable Sources of Company News
Company Newsletter
60%
Department Bulletin Board
50%
President's Hotline
40%
Co-workers
30%
Supervisor
20%
TV/Newspaper/Radio
10%
Union
0%
1
2
3
4
5
6
7
8
www.Hapeople.com
Lack of Accountability
• Lack of supervision
Q13: level of satisfaction with reports
on how problems in my job are being
handled
– Lack of experiences,
– Lack of abilities of handling
issues
43%
• Lack of Immediate
feedbacks
15%
8%
3%
Sa
ti s
fi e
]I
]S
d
n
lig
di
ffe
ht
ly
re
D
nt
is
sa
ti s
[6
fi e
]D
d
[7
is
sa
]V
tis
er
fie
y
di
d
ss
at
is
fi e
d
is
fi e
d
[5
[4
ly
]S
at
lig
ht
]S
[2
[3
]V
er
y
Sa
t
is
fi e
d
2%
[1
– Suggestions are not taken
account and there is less
visible improvement.
13% 13%
Mean
Median
Mode
5.516667
6
7
Lack of Accountability (continued)
• Lack of appropriate evaluation
– Supposed to have formal evaluation but not in the past
few years (range is from a few years to five years)
– Informal feedback orally
• Favoritism
– Employees are working based on their ‘favorite basis’
• Failure to follow through
– Everyone has different priorities and not follow through
between shifts
Lack of Morale
• Interviews
Q103: I rate my morale at Hawaiian
Airlines as
• mean 3.335714284
• People distinguished
between their personal
morale and the morale of
Maintenenace and
Engineering
24%
21%
19%
17%
10%
7%
2%
]
[1
y
el
m
e
tr
Ex
H
h
ig
]H
[2
[3
h
ig
y
el
at
r
e
od
]M
Mean
Median
Mode
e
tiv
si
o
P
]
[4
[5
N
S
ot
e
ur
y
el
at
e
iv
at
g
ne
]
[6
er
od
]M
4.75862069
5
6
w
Lo
]
[7
tr
Ex
y
el
em
w
lo
Lack of Morale
• “ .... Maintenance
Department as a whole
seems to be on a road to
nowhere. Nobody knows
where we are going or where
we want to be.”
Q37: level of satisfaction with the extent
to which the amount of communications
at M&E is about right
33%
26%
15%
13%
10%
er
y
ie
d
is
f
di
ss
at
at
is
fi e
d
fi e
d
is
s
]D
]V
[7
tly
lig
h
[6
D
is
s
at
is
iff
e
nd
]I
[5
]S
]S
[3
re
n
ie
d
is
f
Sa
t
[4
lig
h
tly
]S
at
is
fi e
d
ie
d
is
f
[2
Sa
t
er
y
]V
[1
t
2%
0%
Lack of Morale
• no long-term planning
• no consistency – of procedure, of incentives
• negative spiral when see conflict within
management
• accountability non-existent
• micromanagement
• bankruptcy
• lack of communication – kept in the dark
Recommendations
•
•
•
•
Reinstate hangar meetings
Revisit length of term of vice president
Bring back employee evaluations company wide
Reassess communication tools
Develop email policy
Re-evaluate radio and walkie-talkie use
• Management training for all managers & supervisors
Conflict management
Evaluations
•
Develop a M&E program for ideas and recommendations