{"id":101890,"date":"2013-08-26T14:21:03","date_gmt":"2013-08-26T18:21:03","guid":{"rendered":"http:\/\/dominicanewsonline.com\/news\/?p=101890"},"modified":"2013-08-27T12:14:35","modified_gmt":"2013-08-27T16:14:35","slug":"business-and-life-effective-leadership-liats-summer-meltdown","status":"publish","type":"post","link":"https:\/\/dominicanewsonline.com\/news\/homepage\/columns\/business-life\/business-and-life-effective-leadership-liats-summer-meltdown\/","title":{"rendered":"BUSINESS AND LIFE: Effective Leadership & LIAT’s Summer Meltdown"},"content":{"rendered":"
\"Dr.
Dr. Valda Henry<\/figcaption><\/figure>\n

This week, we will focus on Effective Leadership.\u00a0 This may be timely in light of LIAT\u2019s \u201cSummer Meltdown\u201d.\u00a0 There has been much said, with maybe the most popular and insightful letter coming from Mr. Gregor Nassief, Owner\/Managing Director of Secret Bay.\u00a0 I have had my experiences with LIAT over the years and during the \u201cSummer Meltdown\u201d, and I am not going to deal with this here.\u00a0 I am going to address the LIAT issue in the leadership framework, as advanced by Mr. Gregor.<\/p>\n

Before I go much further, I wish to commend the LIAT staff in Dominica and the other countries, who continues to strive to provide \u201cgood customer service\u201d despite the challenges.<\/p>\n

Mr. Nassief\u2019s call that \u201cheads must roll,\u201d asks that the LIAT issue be seen as one of leadership and governance rather than one of operations.\u00a0 Warren Bennis\u2019 definition of leadership as \u201cthe capacity to translate vision into reality\u201d and John Maxwell\u2019s \u201cA leader is one who knows the way, goes the way and shows the way,\u201d are apt for this article.\u00a0\u00a0\u00a0 One of the things that have been made painfully clear by LIAT\u2019s \u201csummer meltdown,\u201d is the absence of effective leadership at LIAT. I don\u2019t think anyone is questioning the LIAT\u2019s decision to re-fleet, however many are asking about the timing.\u00a0 LIAT\u2019s vision must have been for a more effective performance, happier customers and enhanced profit and profitability.\u00a0 Unfortunately, this vision is not the reality, and certainly fails the standards set be Dennis.\u00a0 What then are some of the tenets of effective leadership and how can this be applied to LIAT?<\/p>\n

Peter Drucker (2004) has identified eight principles of effective leadership:
\n1.\u00a0\u00a0\u00a0 Ask what needs to be done
\n2.\u00a0\u00a0\u00a0 Ask what\u2019s right for the organisation?
\n3.\u00a0\u00a0\u00a0 Develop Action Plans
\n4.\u00a0\u00a0\u00a0 Take responsibility for decisions
\n5.\u00a0\u00a0\u00a0 Take responsibility for communicating
\n6.\u00a0\u00a0\u00a0 Focus on opportunities, not problems
\n7.\u00a0\u00a0\u00a0 Run productive meetings
\n8.\u00a0\u00a0\u00a0 Think and say \u201cWe\u201d, and not \u201cI.\u201d<\/p>\n

Let\u2019s analyse the LIAT\u2019s situation in context of these eight principles.\u00a0 In this week\u2019s article, we address the first four:<\/p>\n

1.\u00a0\u00a0\u00a0 Ask what needs to be done \u2013 Caribbean people, I believe, have a love-hate relationship with LIAT.\u00a0 We love its safety record, its survival and the fact that it belongs to us (we have seen many a competitor of LIAT come and go).\u00a0 For some of us, LIAT is our only choice for air travel to connect us to the rest of the world, and we do not like this monopoly.\u00a0 We hate its unreliability with respect to punctuality and our luggage, its poor communication skills (nowhere was this more embarrassingly visible than in LIAT\u2019s response to Richard Branson) and the indifference of some of its staff, especially those contracted in some countries).<\/p>\n

LIAT has to keep asking, what needs to be done to fulfill our mandate and meet the needs of our customers?\u00a0 Clearly, LIAT answered, re-fleeting, getting newer and bigger planes to enable us to improve on our time and giving the customer a better experience.\u00a0 One point that is clear here is that in answering the question, a comprehensive approach has to be taken. It is not only what has to be done here that must be answered; the timing, the implementation, the impact and contingency plans also need to be answered.<\/p>\n

2.\u00a0\u00a0\u00a0 \u00a0Ask what\u2019s right for the Organisation \u2013 In answering the first question, many answers may be forthcoming.\u00a0 One of the acid tests for the options has to be \u201cwhat\u2019s right for the organisation?\u201d\u00a0 An option, while being a good one may not be right for the organisation.\u00a0 In arriving at the best decision, many stakeholders would be involved in the decision-making process to include the Board, management, technical team, customers, regulatory body or bodies and government.<\/p>\n

One hopes that LIAT involved its key stakeholders in this process, in the early rather than in the \u201cafter-the-fact\u201d stage.\u00a0 In addition to the timing of the implantation of the change, the type of planes bought has also been questioned.\u00a0 I am not privy to inside information of LIAT, however, from the outside, the timing of the introduction of such a massive change during the peak season for LIAT, and as well as the first summer following the termination of AA services to many of LIAT\u2019s destination appears questionable.\u00a0 The extra demand for LIAT services by many of the medical students and people travelling to the US for summer vacation, from Dominica and other countries where AA no longer flies has to be compounding the situation.<\/p>\n

The implications of pilots who were trained to fly the ATRs could no longer fly the Dash 8s would also have to be considered.\u00a0 Yesterday, one of my Godsons said to me that he has been researching the ATR and other plane options and found that the Q400 (apparently the new version of the Dash-8) appears to be superior to the ATRs, in terms of capacity, altitude, speed though the ATRs were more fuel efficient.\u00a0 He stated that the extra capacity and quicker turnaround should compensate for the lower fuel efficiency and was asking me why LIAT would have purchased the ATR.<\/p>\n

I certainly could not answer and offered that it must be based on price.\u00a0 Here again, I state clearly that I am no engineer and was and am not privy to LIAT\u2019s discussions, but one can only assume that LIAT\u2019s Board and management took in consideration all these factors and took the decision that was right for the company.\u00a0 From outside however, the timing of the implementation of LIAT\u2019s decision to re-fleet does not appear to be the right time for LIAT.<\/p>\n

3.\u00a0\u00a0\u00a0 Develop Action Plans \u2013 Once one has chosen on the right option for the company, one needs to develop an Action Plan to implement the decision.\u00a0 The Plan should contain information on the what, who, how, time and also the contingency in event the result anticipated is not what was envisioned.\u00a0 This contingency is not only for negative outcomes but also positive outcomes, as both have implications for an organisation.\u00a0 LIAT in deciding to re-fleet and in choosing the ATR would have put in place a plan to train the pilots, stewardess and all others who would be impacted by the decision, return the leased Dash-8s and the other considerations, and put in place a contingency plan for both positive and negative outcomes.<\/p>\n

Sadly, this does not appear to be the case.\u00a0 I shudder to think of the costs LIAT is incurring for this \u201cSummer Meltdown\u201d, with the costs of meals, accommodation and the many other costs that we are unaware of or do not see.\u00a0 These additional costs must impact not only on LIAT\u2019s profitability but also more importantly on its ability to improve the quality of its service, delight its customers, fulfill its mandate, and realise its vision for a more effective and profitable LIAT.<\/p>\n

4.\u00a0\u00a0\u00a0 Take Responsibility for Decisions – The buck stops at the top, and the Board of LIAT being the highest decision making body, must take and accept responsibility for this \u201cSummer Meltdown\u201d to its customers.\u00a0 The Board, in turn should then demand that its management takes and accepts responsibility, which in turn must pass on the mantle to its technical team.\u00a0 Unfortunately, we do not see the Board of LIAT taking and accepting responsibility for this \u201cSummer Meltdown\u201d.\u00a0 LIAT has proffered many reasons for the \u201cSummer Meltdown\u201d to include the weather and airport limitations (externally driven) but has not given any tangible internal reason for the meltdown.\u00a0 Chairman Jean Holder in addressing some of the many criticisms said in part, \u201cIt has been hard on the public, for which I apologise, and it has been hard on the LIAT staff.<\/p>\n

On reflection, the public should have been made aware much earlier of what LIAT was attempting to do, the timing of which was largely driven by external circumstances, and that disruptions in the service would be inevitable.\u00a0 At this point I promise you however that LIAT must and will do better (DNO, August 12, 2013).\u00a0 Do you see the shifting of responsibility in this apology?\u00a0 It is time for some deep introspection and responsibility taking and acceptance at LIAT.<\/p>\n

Next week, we continue looking at the remaining four principles.<\/p>\n

Until we meet again, May God Continue to Keep Us in the Palm of His Hands.<\/p>\n","protected":false},"excerpt":{"rendered":"This week, we will focus on Effective Leadership.\u00a0 This may be timely in light of LIAT\u2019s \u201cSummer Meltdown\u201d.\u00a0 There has been much said, with maybe the most popular and insightful letter coming from Mr. Gregor Nassief, Owner\/Managing Director of Secret…","protected":false},"author":16,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_cbd_carousel_blocks":"[]","footnotes":""},"categories":[89],"tags":[],"class_list":["post-101890","post","type-post","status-publish","format-standard","hentry","category-business-life"],"acf":[],"yoast_head":"\nBUSINESS AND LIFE: Effective Leadership & LIAT's Summer Meltdown - Dominica News Online<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dominicanewsonline.com\/news\/homepage\/columns\/business-life\/business-and-life-effective-leadership-liats-summer-meltdown\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BUSINESS AND LIFE: Effective Leadership & LIAT's Summer Meltdown - 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