Rick Bedard, Director of Training Operations at FlightSafety International, delivered the following presentation at the Voice of the Customer Roadshow, held in Toronto on June 21 and presented by Confirmit in partnership with Delvinia and AskingCanadians.

1. FlightSafety International
“Voices of Business”
Our Journey and Lessons Learned
Rick Bedard, Dir. Training Operations
FlightSafety International is a Berkshire Hathaway company

2. FlightSafety Quality Policy
• It is FlightSafety International’s Quality Policy to continually meet or exceed our
customer’s needs and requirements.
• FlightSafety International is committed to providing consistent, high quality
training products and services to our clients.
• FlightSafety International teammates and functional groups are held accountable
to FlightSafety International standards and to all applicable regulatory requirements
through internal monitoring of its processes.
• Quality System performance is measured against goals and objectives to
determine effectiveness and efficiency and to set higher standards for the future.
• FlightSafety International’s Executive Management will
ensure that the Quality Management System and its supporting
documentation are properly implemented, reviewed and maintained.
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FlightSafety International is a Berkshire Hathaway company

3. Voices of Business
• The Client: The person receiving the training
• The Customer:
• The Operator/Manager of the Aircraft
• The Original Equipment Manufacturer
• The Teammate: Those involved in delivering the
products and services
_________________________________________
• The Regulatory Authorities (.gov)
• The Economy
• Others (Social Media???)
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FlightSafety International is a Berkshire Hathaway company

4. Reason for Action
“An organization’s ability to learn, and translate the learning
into action rapidly, is the ultimate competitive advantage.”
Jack Welch
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5. The Journey – Voice of the CLIENT
• (1951 – 2002) – Paper critiques, optional, collected or option to
send direct to HQ. (15% returns no traceable actions)
• (2002-2008) – Changed paper into eCritique, sent to Client email
address after course completed, added reporting and action
tracking. ( 19% returns no traceable actions)
• (2008-present) – Transitioned to Confirmit, emailed to Client after
course, enhanced reporting, assigned OWNERSHIP, required
ACTION, all levels of leadership involved, Closed loop with the
Client. The Results: 28-43% returns; 11% resulted in specific
actions at the local or corporate level.
FlightSafety International is a Berkshire Hathaway company

6. Voice of the CUSTOMER
• 2009 – Conducted semi-annual surveys of the Customer Operator
stakeholders – Aviation Director, Training Managers, Chief Pilot,
Chief of Maintenance, Scheduler/Dispatchers – to get there
feedback on how they felt about doing business with FlightSafety
• Scheduling
• Billing
• Training Program Support
• Observable improvements post training
• The results: Identified significant opportunities for improvement;
spawned a project “The Customer Experience Target State”
$1.8 million over an 18 month project.
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7. Voice of the TEAMMATE
• Teammate Suggestion Program
• Electronic capture of internal Quality Assurance Reviews of
training programs, instructor performance, and facilities
maintenance
• Capture and routing of non-conforming training events and near
misses discovered during internal audits
• Internal feedback on recommended improvements to Customer
service and facilities
• Results: Consolidated internal feedback with external feedback to
do detailed analysis
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8. Lessons Learned
• Key to turning feedback into action is OWNERSHIP!
• Feedback survey does not have to be short to get high returns:
• Questions must be meaningful to the Client
• Response options must be relevant to the question (scale,
binary)
• Don’t be afraid of free text responses
• Owner response and actions have a huge impact on
likelihood of follow-on feedback
• Anonymous submission offered but minor percentage of returns
• Feedback is 360° closed loop – Collect, Share, Analyze, Act,
Close the loop.
• “Voices of Business” adds new opportunities to grow competitive
Advantage
• The right feedback tool is critical to success…
FlightSafety International is a Berkshire Hathaway company

9. If you “Take” Confirmit…
Contact your doctor if you experience any adverse side
effects…
…if you experience better returns, better quality of
actionable intelligence, increase in Teammate
engagement, improved connection with Customers
through Action…don’t tell your competition (they’ll
eventually find out for themselves).
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FlightSafety International is a Berkshire Hathaway company