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ULTIMATE HIGH INSTRUCTOR PILOT MEETING AT KEMBLE

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Title: ULTIMATE HIGH INSTRUCTOR PILOT MEETING AT KEMBLE


1
ULTIMATE HIGHINSTRUCTOR PILOT MEETING AT KEMBLE
  • Monday 6th July 2009
  • WELCOME!

2
Format of Evening
  • Great opportunity while there are so many of us
    all together
  • Goal is to share information and make sure we are
    all on the same page
  • Informal please interrupt for debate
  • Presentation subject matter is meant to encourage
    your comments
  • Please be open, candid, honest, forthright and
    contentious as required!
  • The more YOU put into the evening, the more
    valuable it will be.

3
Format of Evening (contd)
  • Nothing needs to be avoided, other than
    maybe
  • Bulldog flap selections on touch gos
  • Bulldog stalling speeds
  • Formation take-off wind-up RPM

4
Why are we here?
  • Havent met up for some time to review the state
    of the nation
  • Several (8) new IPs over last 2 years group as
    a whole perhaps doesnt know each other as well
    as before
  • Opportunity for you to raise any questions,
    issues, concerns and suggestions
  • Opportunity for us to explain organisational
    changes where UH
  • is at.

5
IP Statistics
  • 24 IPs Actively flying for us this year
    another 5 or so are not current, so we have to
    assume they are not flying for us any more (there
    is always natural turnover).
  • 7 of these IPs have averaged less than 1 day a
    month this year
  • 6 pilots have done 50 of the customer flights
    YTD.....
  • We rely on a handful of pilots to fly Bulldog
    student flights (nearly 40 of our current IPs do
    not volunteer to do Bulldog instruction).

6
IP Statistics (contd)
  • 16 IPs are current on the Extra300 with a wide
    range of expertise
  • Range of formation skills - not all IPs are ex
    RAF/Navy
  • We continue to seek to recruit high calibre
    military pilots, particularly if they have
    tailwheel experience
  • Average age is getting younger again!

7
Has our Approach changed?
  • Does the change in management structure mean that
    we have different expectations of our pilots?
  • Have the goals of the company as a whole changed?

8
Has our Approach changed? (contd)
  • NO!
  • We recognise that our Pilots are our biggest
    asset

9
Our Approach
  • We must ensure that pilots want to fly and that
    it doesnt seem like a job we know that your
    motivation is fun and not financial!
  • We do not have a huge budget (like the Blades or
    Aerosuperbatics) with professional pilots who
    work for the company on a dedicated basis
  • We have not changed our original goals and aims
    since foundation, but we have to be profitable in
    order to be viable

10
Business Areas
  • 4 main areas of business
  • Hands on Experience flights
  • Corporate Days
  • Advanced Flying / Safety Training
  • Air Displays (if sponsored)

11
USP/Company Aims
  • Use primarily High Quality Military pilots
  • Safe and professional, but also appropriately
    informal and fun
  • Sell the fighter pilot dream
  • Offer hands-on flying (not available at other
    organisations)
  • Help make existing student pilots safer, and
    offer innovative new training products
  • Be good neighbours at Kemble

12
USP/Company Aims (contd)
  • Be good neighbours at Kemble - We have a good
    partnership and want to keep it that way. They
    encourage the way we operate, appreciate the
    business we bring etc.

13
Current Climate
  • Commercial pressures due to Mazda cutbacks and
    economic climate. UH will not exist in its
    current form without corporate business and/or
    sponsorship
  • Corporate business down this year (although still
    doing lots of quotes) - hope this to pick up
    again in 2010
  • Individual Voucher and Flying Training still
    surprisingly buoyant
  • New website has helped and we will do further
    work to improve SEO

14
Current Climate (contd)
  • Costs have risen substantially over last 2-3
    years (eg Extra300 parts priced in Euros, Bulldog
    engines approaching end of life, rising fuel
    prices, new offices, more full-time staff)
  • We have not fully increased prices in line with
    costs
  • Full-time Staff under pressure as busiest time of
    year. Mark not as available as he was.
  • Not intended to pass on stress to pilots so
    apologies if it does!

15
Communications
  • Feedback received that we have not communicated
    effectively and that the intended message has not
    always been clear
  • Sometimes difficult for full-time staff to
    communicate in a sensitive way, so please dont
    be upset any offence is not intentional!
  • If you are not happy with a particular
    communication/ message/ feedback, we need to
    know.....dont be shy

16
Communications (contd)
  • We will try to make best use of
  • Emails keep them brief, concise and on 1
    subject
  • Hot Poop
  • IP section of website (hidden page)
    www.ultimatehigh.co.uk/IP_info.html
  • Staff Notice Board serious part!

17
IP Training
  • Safety first
  • Commercial pressures to get customers flown
  • IP demands to progress their flying skills
  • We are not an instructor training school
  • We try hard to balance all these demands and will
    prioritise any training (incl contra training)
    accordingly.
  • We cannot afford to pay to train everyone up to a
    higher standard.

18
IP Training (contd)
  • Due to stresses on the aircraft, we cannot offer
    Gyros training in the Extra300 (for IPs or
    customers), other than in exceptional
    circumstances
  • We are looking to review pilots skillsets such
    that they are better understood by the pilots
    themselves, other IPs and Ops.

19
Contra Flying
  • Lots of IPs now doing contra flying.
  • Encouraged as long as pre-requested (preferably
    by email) and in the schedule.
  • Customers always take priority. Contra flying
    must not delay customers.
  • Important to code correctly in the tech logs so
    that we know who is expecting to pay!

20
Charlie (Chief Pilot)
  • Fantastic chap with vast experience (as well as
    being intelligent good looking) we are lucky
    to have him!
  • Hopes to have more time to spend on UH
  • Keen to keep everything simple punchy
  • Together with Mark, wants to be more cautious in
    ensuring high standards of safety, and take a
    more conservative approach to the
    operation in general.

21
Mark (Guru and Display Pilot)
  • Remains very much involved in the business
  • Continues to give input daily (by phone and
    email)
  • Focus on business generation Focal point for
    Mazda relationship
  • Focus on flying policy and safety

22
Jo (Company Director)
  • Important for me to share with you where we are.
  • Should now be first port of call for any
    day-to-day issues. These can then be passed on
    as appropriate.
  • I have been involved since the beginning so know
    how it all works. Instrumental in helping set up
    the company in its current form.
  • Until recently, was mainly focused full-time on
    Accounts, building the Website supervising Ops.

23
Jo (Company Director) - contd
  • Very happy to be more actively involved in the
    front line of the business again
  • Keen to keep things simple and clear, and still
    want it to be fun!
  • Spending more time at Kemble 1-2 days a week

24
Kemble Full-Time Staff
  • Great team at Kemble.
  • Very distinct roles.
  • Have to cover for each other when out of the
    office.
  • Less than ideal office layout for quiet working
    or multiple briefings....

25
Ops (Martine)
  • Martine manages individual customer bookings and
    pilot availability (among other things!), and
    looks after them all day to day.
  • The schedule is surprisingly complex due to the
    wide range of flight profiles large number of
    individual customers - different IP skillsets and
    late notice for IP availability adds
    complications.
  • The schedule changes literally by the minute so
    we regret we cannot always tell you exactly what
    you will be doing in advance.

26
Ops Contd (Martine)
  • Extremely challenging job managing the
    different demands of the IPs
  • some want to fly lots
  • some dont want to fly very much
  • some wont/cant fly certain flight profiles
  • some wont fly on certain days
  • some dont like to get in early
  • some dont pick up their emails
  • etc etc
  • She tries hard to keep you all happy!

27
PR/Marketing/Events (Helen)
  • Helen is corporate customer focused Corporate
    Events, Press Promotions, Air Shows, Sponsor
    Events etc are all critical to UH and must run
    well as they very often lead to more/ repeat
    business and have a serious impact on our profile
    in the press, on the web etc.
  • Events and PR are very time-consuming and complex
    to organise as lots of moving parts. Also,
    converting a quote for a corporate event to a
    sale is not easy!

28
PR/Marketing/Events (Helen)
  • Helen came from a tough commercial organisation
    where there were very high expectations of staff,
    pilots were self-sufficient and paid to get their
    hands dirty.
  • Please note that Helen often juggles a wide
    variety of time intensive and deadline bounded
    tasks and will often be head down and not able
    to participate in general chat.
  • Suggestions, ideas etc for corporate events and
    contacts will always be appreciated.

29
Engineering (Tony)
  • Tony covers engineering and all aircraft
    (Bulldog, Extra300 and Chipmunk) related issues
    including parachutes, headsets etc.
  • He often saves the day for us, like last Friday
    when we had snags with both Extras.
  • He is also there to help with refuelling and
    strapping in.
  • We know you appreciate having him around
  • Please make good use of him!

30
Ground Staff
  • Ground Staff are paid in flying time not cash.
    We rely on their good will.
  • We try to get additional ground staff as required
    to assist with strapping in etc. Apologies if
    this is not always possible.
  • Ground staff are usually available to assist IPs
    with manoeuvering aircraft in and out of the
    hangar.
  • They will help with refuelling where possible,
    but this will not always be the case (except on
    Corp Days).

31
Ground Staff
  • We have had lots of work experience students this
    year, so please be aware that not all our ground
    staff are of equal experience/knowledge as it
    takes a while to train them up.
  • However, we have managed to build up a good team
    recently particularly Barney, Caf
    Alistair.....

32
Ops Stuff - General
  • Things generally work really well thankyou!
    Just a few things to highlight we would be very
    grateful for your understanding.
  • Please arrive on time if you can. Please also
    let Ops know if you are running late. Its not
    usually a problem, but helps if we know so that
    we can rearrange who is doing briefings, A checks
    etc at the start of the day, and avoid delays.
  • If you have time restrictions or need to leave
    early, please give as much notice as possible so
    that we can also plan who is doing what when.

33
Ops Stuff General (contd)
  • Please stick to the schedule and dont change
    anything (including assigned aircraft or
    students) without checking with Ops first there
    is usually a reason!
  • Please dont confront customers if you have any
    issues (eg they look overweight) always
    consult with Ops first (speak with them privately
    in the staff room). Always leave it to Ops to
    deal with any customer problems.
  • Otherwise there may be mis-communication which
    can be difficult to resolve with the customer.

34
Ops Stuff General (contd)
  • Also, be sensitive to when third parties are
    there.
  • Please avoid any confrontation or inappropriate
    conversation in front of customers this applies
    to everyone.
  • This includes
  • Criticism of other members of our team.
  • Talking about incidents or third party crashes.
  • Downplaying what we offer as a company.

35
Ops Stuff General (contd)
  • It is also appreciated if you can keep noise
    levels down when staff are on the phone as due
    to the less than ideal open plan office
    arrangement it can get quite noisy.

36
Briefings
  • KEEP THEM BRIEF! (30 minutes max!). Customers
    wont remember everything, particularly if they
    fall asleep!
  • Griggsy has kindly offered to simplify Top Gun
    Aeros briefs so it should be easier to keep them
    short.
  • You dont need to present the briefs too
    seriously they are part of the customer
    entertainment experience.
  • New briefs will include video and will also
    require Ops to come in at the end of the brief to
    cover domestics / flying programme timings.

37
Keeping to Timings
  • Please follow the times on the schedule board.
  • The more the flying keeps moving, the more fun it
    is for everyone, including the other IPs
  • The more the flying is delayed for no obvious
    reason, the more frustrating it is for everyone.
  • We already get delays outside our control due to
    weather, aircraft snags, late customers, lack of
    airfield availability etc..if we can run to
    time, lets do it!

38
Types of Days
  • Top Gun Days
  • Corporate Days
  • Away Days
  • Air Race Tuesdays
  • Flying Training Days

39
Top Gun Days (Fri/Sat)
  • These are usually long and busy days important
    to keep to schedule and start on time (ie arrive
    9.00am for a 9.30 briefing and have time for
    aircraft prep etc).
  • If start on time, the day should finish on time
    and the customers (and IPs!) will go away happy
  • We try to always ensure there is enough ground
    support
  • Usually a max of 4-5 flights per IP

40
Corporate Days
  • May be a long (but fun!) day always pressure to
    get customers flown rather than reschedule, so we
    may fly in more marginal cloud conditions (noise
    considerations are even more important)
  • Timings very important
  • If Greeners is not available, we will assign 1-2
    Duty Auths to take charge on the day
  • All staff are expected to attend the staff
    briefing first thing (led by Duty Auth)
    to set the scene for day

41
Corporate Days (contd)
  • All staff should also attend group customer
    debrief at the end of the day as it is part of
    the customer experience
  • Max of 6 flights per IP ground staff will do
    everything non-flying!
  • Mingling with customers very much appreciated.
    They will always be impressed by your credentials
    so dont be afraid to show off!

42
Away Days
  • Harder work and longer than days at Kemble, but
    often more fun and usually involve evening
    entertainment!
  • Usually a strong commercial drive for us to do
    them - so always keen to get them flown
  • We will endeavour to pack up equipment for the
    aircraft as far as possible
  • If going overseas, IPs will be required to do
    some paperwork
  • We will always endeavour to have ground support
    for strapping in, taking payments etc

43
Air Race Tuesdays
  • The day is very customer focused with the IP
    having a snack lunch with the customer (and any
    hangers on!)
  • For safety reasons, we are carefully limiting the
    number of IPs signed off for Air Racing
  • Launched this year, a few (very successful) days
    done so far, so still a learning process.

44
Flying Training Days
  • Usually Monday-Thursday/Friday (AOPA, APPL,
    Formation etc) in the Bulldog or Chipmunk
  • Usually 2-3 flights a day, and IPs are asked to
    be largely self-sufficient.
  • These days are our bread butter the students
    are important to us as they often return or
    generate other business (sometimes corporate)
  • How do we encourage more IPs to want to do
    this kind of flying?

45
In the Pipeline - Internal
  • Standardised uniform (!) has an impact on image
    disproportional to the effort ground staff as
    well as IPs
  • New noise map and closer monitoring of activity
    across noise areas
  • Review of IP skill levels Extra300 and
    Formation in particular

46
In the Pipeline Internal (contd)
  • New Top Gun/Aeros Briefs
  • More formal assistance with maintenance and
    currency of IP Licence/ SEP / FI / Medical
    renewal dates
  • Updated Flying Order Book

47
External News
  • Lots of excellent Press TV Coverage check out
    the news section of our website.
  • Kemble Air Day, Biggin Hill Waddington Air
    Shows just completed (last 2 promoting Mazda)
  • WAC09 flights at Turweston/Silverstone in
    August (again to promote Mazda)
  • Online Videos of our products now available and
    will be promoted soon

48
External News - contd
  • New Pilots Pals course FLYER Magazine day in
    Sept/Oct launch in time for Christmas market
  • Guernsey September (fully subscribed)
  • Perth Go Loopy September
  • Various other smallish events

49
Conclusion
  • Want to maintain our professional but relaxed,
    informal style whilst remaining safe
  • We continue to welcome all input, especially
    constructive...
  • We continue to be very grateful for your
    enthusiastic support and participation

50
THANK YOU!
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