Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale. Set in a difficult commercial environment, the company faced many business and cultural challenges.
A new CEO and dedicated top team launched a bold attempt to achieve profitability and service reputation in just two years. An audacious element of the plan was inspiring all employees to commit to “Stepping UP Together”. Air Mauritius engaged UP to work on this challenge. The resulting ‘Go Big, Go Fast’ engagement contributed to Air Mauritius’ profitability in 2013 and achieving the goal of a 4 Star Skytrax rating in 2 years.
GOING BIG, AND GOING FAST
UP principles and tools were taught to 2,800 employees in 4 months to enable them for the ambitious journey ahead.30 employees were selected and certified by UP to support teams across the airline with ‘quick win’ service improvements. A CEO-led committee aligned culture-building activities to reinforce and sustain momentum. Results to date include a return to profitability, a 4 Star Skytrax rating, acclaim as one of the ‘Top 10 Most improved Airlines’, and employee attrition at less than 5%
“We lacked a common service language and a holistic framework. Uplifting Service provided that. There was initial resistance across the board – but as people attended the UP programs, we could see the change right away.”
Tan Suee Chieh
Chief Executive Officer
NTUC Income
