Jet Airways will have the best possible application, website and IT systems and services among all Indian carriers without losing the human touch, CEO Sanjiv Kapoor said on Friday.
“Human interaction cannot be entirely replaced by technology – it must always be there as a backup, especially when things go wrong (during irregular operations, etc.),” he said. in an email to employees.
Jet Airways’ test flights, the final step for the carrier to obtain an Air Operator’s Certificate (AOC), are scheduled to take place on May 15 and 17, officials from aviation regulator DGCA said on Friday. Jet Airways has carried out its test flight to and from Hyderabad in a step towards obtaining the AOC.
Test flights are similar to commercial flights but with agents from the Direction Générale de l’Aviation Civile (DGAC), executives and flight crews of the carrier concerned on board.
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The test flights are similar to a commercial flight with officials from the DGCA aviation regulator, executives and flight crews from the relevant carrier on board. After obtaining the AOC, Jet Airways plans to restart commercial flights during the July-September quarter.
Kapoor said: “The top 3 priorities of any CEO should be to 1. Create the right culture, 2. Hire the best people, treat them right and pay them fairly and on time, 3. Help develop the best strategy. In this order.” The CEO, in his email, listed 10 guiding principles for employees. According to the tenth principle, Jet Airways is a people-oriented airline in the digital age.
“We will have the best app, the best website and the best possible IT systems and services. However, we will not give up the human touch – there will always be the possibility of speaking with a human. We are in the business of people and customers,” Kapoor elaborated. The first principle stated that as an airline, safety is paramount and therefore there will be absolutely no room for shortcuts or compromises.
The second principle stated that common sense, values and principles will guide Jet Airways and not a “rigid” rulebook. “At all levels, people will be empowered to make decisions through values and common sense; values such as respect, fairness, empathy, transparency, decency and hard work,” explained Kapoor.
The third principle mentions that the culture of the company will be based on love, passion and mutual respect and not on fear. Open, transparent and regular communication between senior management and other employees will be the fourth principle, according to Kapoor.
Political opinions should be kept out of office, according to the fifth principle. There should be no “chalta hai (everything goes)” attitude, notes the sixth principle.
The seventh principle elaborated on the fact that professionalism must be maintained in “our relationships and our appearances, on or off the job”. The eighth principle stated that each employee’s results and output would be the final arbiter of effort and contribution, not face-to-face.
“The desire to ‘think different’ while being customer-centric” will be the company’s ninth guiding principle, Kapoor said.
(Edited by : Anand Singha)
First post: STI