Sometimes to appreciate the value of a theory or process, it is helpful to retrofit a good example of success. The following story “What Air Crash Investigations Didn’t Tell You About QF32 (Airbus A380)” is a great example of real life call for leadership and the steps before it was invoked.
- The aircraft experienced a significant engine malfunction
- Leadership authority principles were put in place as a matter of course before the incident
- The team were fit for purpose, aligned and engaged
- The flight deck crew contributed with assessments according to their roles
- The previous trainings equipped the leadership team with scenario options
- Experience of the professionals also offered options
- The decision to return the aircraft to the point of departure was taken with intelligent rationale and commitment to care and safety i.e. with Head and Heart.
- Emergency plans were invoked
- On the plane
- At the returning airport
- Across the Airline organization
- THE SINGLE MOST AND PIVOTAL NEED FOR ONE VOICE OF LEADERSHIP WAS ASSUMED BY THE CAPTAIN
- Ownership and responsibility by all at the service end of customer relations rose to the challenge