RE: Benchmarking Rostering and Manpower Planning

["Thomas, Doug" <THOMASD@gt-corp.com>]

Bob Adsett, 

You are so right! Well said, and to the point.

I particularly appreciated your comment about the customers, for that is
my area:

"I would tentatively suggest that one of the salient factors will be how
Virgin Trains are perceived by it's customers - they are the only valid
arbiters of the service you deliver, and it is these individuals that
you
need to retain and grow to improve your profitability."

A lot of businesses and organizations would be so successful if your
words were to be heeded.  There is so much written lately about the
decline in customer service, and I am sure I'm not alone in experiencing
it - and I am in the sector.

Just listening to customers and responding to their concerns and
comments would reap so many benefits.  And, the place in the rankings
means a lot, also. (There we go again with grading.)

There are some airlines I will not fly, and some I will not fly unless
there is no other alternative.  The same goes for car rental companies,
computers and bread.  On the other hand, some I cannot wait to purchase
or schedule service again.  You get almost excited thinking about the
next opportunity to give them your money, because the service and
concern are so appreciated.

The list is endless......what is so amazing is the apparent lack of
concern of management/owners over declining market share.

Right on, my friend.

Doug Thomas