Delta Air Lines

Positioning for Success

Challenge:

The new leader of a major operating division, responsible for 14,000 customer-facing employees, sought Setili & Associates’ advice to better align her team for success.

The business environment was very challenging, with new competitors and cut-backs in the supervisor ranks. Customer service performance was near the bottom of the industry and there was a real threat of unionization.

Results:

  • 50% reduction in customer complaints year over year and #1 J.D. Power ranking for service
  • Increased efficiency, resulting in 10% cost reduction vs. prior year
  • All direct reports either promoted or given new growth assignment in another operating department
  • Became one of only two departments, company wide, to meet or exceed all goals including operational, financial, employee satisfaction and customer satisfaction

Setili & Associates helped us get to the heart of, and resolve, misconnects
within the team. As a result, we sharpened our focus and moved faster on
key initiatives – Paulette Corbin, SVP In-Flight Services

How We Did It:

After in-depth dialogue with direct reports and geographical leaders, Setili & Associates helped the new leader establish:

  • A compelling vision
  • Dashboard metrics spanning safety, cost, customer service, morale and efficiency
  • A new management style stressing candor, strong action, focus and discipline
  • A leadership development plan
  • A frank understanding of where performance was falling short, and clear plan for meeting goals