To address declining crew satisfaction, which was impacting key company metrics, I used data analysis to identify and address critical skills affecting satisfaction. The data-driven approach led to a significant improvement in crew satisfaction, aligning with corporate goals and showcasing the impact of strategic leadership.
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SITUATION
A ship division faced a decline in crew satisfaction, a key indicator monitored closely by leadership due to its impact on various business areas.
TASK
My task was to identify the causes of declining crew satisfaction and develop solutions to improve it. I analyzed data from the past ten weeks to find key factors affecting satisfaction and designed effective interventions.
ACTION
I conducted a detailed analysis of crew satisfaction data, looking for patterns and trends. I developed targeted questions to pinpoint the root causes and found that certain divisional managers needed specific skills to address the issues.
I organized training sessions for these managers to improve their performance in the critical areas identified. I also created a rubric to track progress and raise awareness about the key behaviors needed for improvement.
RESULTS
The intervention led to a 40% improvement in crew satisfaction in the next evaluation and an 8% increase in the overall average. The positive trend continued, and senior management was highly satisfied with the quick and substantial gains. The project demonstrated the effectiveness of data-driven strategies and targeted interventions in enhancing operational success.
