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選ばれる事業所：社風と方向性 | 介護をより良くするリーダーのための介護マスター

選ばれる事業所：社風と方向性

介護中級者向け

こんにちは
業務改善ファシリテーターの小田昌敬です。

ちょっと前から話題になっている
LCC（格安航空会社）バニラエアの機内アナウンスです。
是非ご覧になってください。

いかがでしたか？

「乗ってみたい」と思った方多いのではないでしょうか？

なかには、
「安全を第一とする航空会社としては、いかがなものか」
など、疑問を持った方もいらっしゃるでしょう。

ここでは三つの視点で考えてみましょう。

・コスト以外の選択肢を顧客に与えた
これまでバニラエアを利用したことのない人に魅力が伝わり
「乗ってみたい」と思わせせたのではないでしょうか。

普段は、ANAやJALを使っている人でさえ

コストは、かかっていません。
手間をそんなにかかっていないでしょう。

お客様に選ばれる工夫とは、
コストを掛けずにできるものもある
という、見事な事例です。

・おそらく、他社の機内アナウンスより注目してもらっている。
おそらく、このあとに
非常時の救命胴衣の装着方法や脱出時の説明があると思われます。

旅客の皆さんの意識がCAに向いているので
この説明を、（他社に比較して）ちゃんと聴いている人が増えていると予想できます。

笑い、ユーモアとともに
旅客の安全性を上げていると言えます。

お客様に楽しんでもらった上に
安全性を向上させる

一石二鳥の行動と言えます。

・これを許している社内文化がある。
これを許した上司達がすごい！
と私は想います。

社内の空気は、社員一人ひとりが・・・

と言いたいのですが

（まともな組織であれば）

実際には、上司が作っています。

その影響力は、役職が上がるほど強くなります。

究極的には、組織の長が作っているといえるでしょう。

どうなりたいのか
何を第一と考えるのか

組織の長が発信し

それに従って部下が動くからです。

バニラエアさんの場合
社長が率先し安全を語るとともに

Vanilla Airは「気づく力」「感性」が高いLCCとして進化していきます。お客様の期待に応えるだけでなく、期待を超えるサービスを提供し、 時代や社会の動きを読み、サービスを次の段階へ進化させていきます。”Creating New Sky Experience.”をスローガンに掲げ、Vanilla Airの付加価値を育てていきます。

と宣言しています。

だから「他社では味わえない、一風変わった空の旅をおたのしみください。」
というアナウンスになっているのだと思います。

さあ、
あなたの事業所は
どうなりたいのか？
何を第一と考えるのか？

ぜひ、整理して言葉にして発信してくださいね。

あなたとチーム、ご使用者のハッピーのために
小田昌敬でした。

－－－－－－－－－－－－－－－－－
介護マスタードットコムはランキングに参加しています。
にほんブログ村 介護ブログ 高齢者福祉・介護へ
にほんブログ村
こちらのアイコンと下の「いいね」をポチっと押していただけると嬉しいです。


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管理職向け

マスコミの煽り報道に試みだされるな！新型コロナウイルスの情報源
管理職向け

介護と作業
本の紹介

サビ担ってどうやって仕切ればいいの？
管理職向け

約4人に一人が人間関係で退職している
業務改善のヒント

職場で必要とされるもっと価値ある自分になる の目次
業務改善のヒント

明日は、広島で「介護リーダーに必要な業務改善のための４つの力」研修

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