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Malaysia Airlines’ staff putting their best foot forward to further enhance customer experience
20 November 2013, Sepang: The coming end of year sees the Malaysia Airlines team a buzz with exciting internal staff activities. Aimed at enhancing the spirit of togetherness amongst the national carrier's employees, the activities have an equally important objective to arming the team further with tools and techniques to enhance the famous Malaysian Hospitality guest experience. MH Rocks and MH Hazard Hunt topped the list of staff activities receiving overwhelming response.
MH Rocks is an initiative whereby leaders from various internal business units go down to the field or ‘turun padang’ to lend support to front-liners. The on-the-job experience enables leaders to gain a better understanding of their team’s functions and challenges at various customer touch points. MH Rocks literally stands for Reaching Out to Customer and Kakitangan Sentiasa.
A twice-yearly programme, MH ROCKS is an excellent avenue to strengthen customer orientation among front-liners as well as induce teamwork.
MH ROCKS this time was held in conjunction with Malaysia Airlines’ 41st Anniversary in October. The programme ran for 2 two days. The interactions were eye-opening and had top management suggesting that MH ROCKS be sustained and opened to all levels of staff to encourage understanding and teamwork within the system.
In yet another initiative, 18 teams from various divisions of Malaysia Airlines joined in an activity to improve safety at work.
MH Hazard Hunt is a fun and interactive outdoor activity that aims to improve safety by educating staff on the various operational hazards at the workplace. This is part of the national carrier's Goal “Zero” which reinforces the staffs' commitment to do what it takes to keep injuries and fatalities to “zero”.
During this full-day event, participants went around 6 pit stops to spot hazards at the workplace and used their gadgets to capture the hazards, report and follow up to close gaps.
Teams that worked together to rectify the most hazards were awarded with attractive prizes that includes air tickets to Hong Kong and Medan and entry passes into MAS Golden Lounges.
The invitation to take part in the MH Hazard Hunt was also extended to stakeholders partners from the government and airport authorities.
These activities truly brought out the spirit of teamwork and competitiveness amongst the staff. Many commented that the main take-away of these events were that it showcased the importance of working together to serve customers the best possible way at every touch point.
Malaysia Airlines' is encouraged with the response from these activities and will be conducting more such activities to further boost the morale of its staff.