My last blog was impassioned, occasioned by the pain the Greater Toronto Airports
Authority (GTAA) inflicts on passengers passing through Pearson Airport.
The cause of
this highly visible incompetence is the creation of an organization that provides its employees
with no clarity around work roles and, even worse, gives them no authority to
carry out their work. A role that exists without the necessary authority is simply unfair and virtually
ensures job failure. It is not possible to hold an employee
accountable for a level of work if this work has not been clearly
defined.
To experience the frustration this lack of management
inflicts on passengers, I dare you to fly into Toronto on a Sunday evening, arriving on an international flight. Once through immigration, you are destined to wait for
your baggage (my longest wait last year was an hour and a
half, my shortest was 35 minutes). There are no information announcements, no
employees are readily available to assuage and inform passengers of the
situation, and when you finally track an employee down, they blame the
airline. Managers are invisible.
As I say in my book, how dare
the CEOs manage this way and inflict such pain on their employees... not to
mention on their customers - the passengers!
