We provided evidence of an emerging problem that was not being detected by existing metrics. We created a framework to deconstruct inflight service excellence into individual attributes, and designed a measurable construct called Service DNA. We developed models to recruit and promote crew with higher Service DNA, and recommended operational workflow changes and quantification of impact. We also established a Human Capital Analytics function to support and solve for similar HR-oriented challenges across the organisation.
Models were piloted and in-field verification completed. The Human Capital Analytics function was established with fully documented targeted operating model and newly recruited and curated talent.