Professional Documents
Culture Documents
WINTER / 09
Contents
– –
Cover story
SWISS adopts a smart look with our new uniform 4
Dear colleagues Kaizen
Over 100 Workshops down the line 8
Interview
I have now been working as a cabin crew member for SWISS Edelweiss Air CEO Karl Kistler on our partnership 11
and Swissair for a combined total of 30 years. During this ID travel tip
time I have witnessed the introduction of three uniforms. In
Goa - Hideaway in paradise 12
my memory, the Colani-designed, bright yellow uniform
At work with
overcoat stands out as a highlight: From 1990 to 2003 we
Our Passenger Care Center team (PCC) 15
travelled the globe as Swiss birds of paradise. This contrasts
sharply with the image we began conveying on 7 December Good to know
2009. My fourth and probably final uniform is completely in Fly the Mile and Walk the Mile programme at SWISS 16
line with the style of SWISS’s corporate design, both in terms Industry & politics 3
of colour and its classic yet contemporary look. As wearers The storm in the airline industry is not yet over 19
of the new uniform, we represent professionalism and con- Festive times
fidence, along with the typical SWISS values: we are stylish, Tasteful recipes from emloyees to employees 20
understated, contemporary. Uniform, SWISS made.
Sons and daughters' day
For the first time since the creation of SWISS, all employees
Learning experience for SWISS kids 21
now wear the same uniform. I am convinced that this stand-
ardised appearance will have a positive effect on our sense Snapshots
of togetherness and identification with SWISS. In addition, From within and around SWISS 22
our customers will also surely be pleased by our airline’s new Quiz & cartoon
visual symbol. And the winner is... 23
With considerable fanfare, the new uniform was presented Picture of the month
to the media on 1 December in the SWISS Senator Lounge. Rio's Sugar Loaf Mountain in the early light of day 23
The responses and comments from journalists and repre-
Ask the management
sentatives from SWISS management and staff appear in the
"Foreign" flight attendants on beyond Zurich routes? 24
cover story on the following pages.
I am honoured to wear the new uniform, which I regard as a
gesture of appreciation toward staff – especially in times like
these. I will wear it with pride and dignity. At the same time, Impressum
I am pleased to be able to add a further touch of SWISSness –
Editorial team: Jürg Dinner (publisher), Christoph Soltmannowski (editor-
on every flight, which I hope you can sense, too. in-chief), Reto Hoffmann (deputy editor-in-chief and producer), Ines
Barnetta (Corporate Communications), Silvia Cappelli (Cargo), Philipp Spörli
Wishing you an enjoyable festive season together with your (Cockpit Crew), Karin Müller (Cabin Crew), Florian Raff (Business
Development N&D), Albrecht Schiewe (Human Resources), Reto Waltisberg
loved ones. (Marketing). Contributors to this issue: Mignon Fuchs, Franziska Garbe,
Bruno Graf, Esther Hess-Joss, Kathleen Holmgren Massari, Daniela Huber,
Ksenia Lyashenko, Nimmy Thudianplakal. Cover photo: Tom Haller. Photo
Sincerely, editorial: Natascha Schiller. Translators: Paul Day, Alan Millen, Jenny
Rogers. Design: Anne Rachter (NOSE). Editorial team contact: internal.
communications@swiss.com. Postal address: Swiss International Air Lines
Bruno Graf Ltd., SWISS Insight, P.O.Box, CH-8058 Zurich Airport. Printed by: Vogt-Schild
Maître de Cabine / Appearance Team Druck AG, Derendingen. Circulation: 8 500. SWISS Insight is published four
times a year.
Deadline for input for the spring issue: 19 February 2010.
Timelessly elegant: our flying crews are very happy with the new uniform (photo: SWISS).
Main innovations
- Service shoes (i.e. shoes that can be worn after take-off
and before landing) must be closed at the toe and heel and
have a slightly lower heel than the regular uniform shoes.
- Pantyhose or knee-length stockings must be black or flesh-
coloured.
- Hair which if worn loose would extend over the jacket collar
must be pinned up or tied in a plait or ponytail (tied at the
bottom end, too).
- Cases must be dark in colour or aluminium. After a tran-
sitional period, the length of which is still to be defined,
multicoloured and brightly coloured cases will no longer
Practical for working life: the new uniform has been designed for
maximum wearer comfort (photo: SWISS). be allowed.
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SWISS INSIGHT WINTER 2009
KAIZEN
Anita Riva, Head of Flight Dispatch&Operations presented the findings from an analysis of the flight dispatch process at the 100th workshop
(photo: Christoph Soltmannowski).
is not to dictate what people should do, but rather use their lished and do some growing first. You have to invest time
know-how to steer them in the right direction, and encour- and nurturing before that plant starts to look really nice. If
age personal initiatives which can then be developed during we can anchor Kaizen as a corporate philosophy, we will suc-
the workshops. It helps people make connections”. Thomas ceed in differentiating ourselves from others - by being bet-
Brandt will be leaving SWISS at the end of 2009 to take on a ter, above all”, he commented at the celebration to mark the 9
new challenge with Swiss Federal Railways. “I would like to 100th workshop at the end of October.
thank the excellent Kaizen team at SWISS for their hard work
and the Management Board for their far-sightedness and thomas Hediger
unreserved commitment in supporting the roll-out”, he con- Head of it governance
cludes.
The new Kaizen Operational Lead is Reto von Atzigen,
who is now busy selecting the main topics for 2010. “We have
some Technics workshops planned since there have been “The workshop I attended in May was my first contact
none for the past two years due to the reorganisation and with Kaizen. I was sceptical initially, because we use
setting up of Lufthansa Technics Switzerland. We will also project methods to manage complex IT assignments.
be turning our attention to checks on supplier invoices, par- After a while, I found myself warming to the Kaizen
ticularly in Inflight and Ground Services, and planning about philosophy. I like the way it is implemented at SWISS
50 workshops for 2010 - throughout the entire company.” with full management support. Kaizen delivers immedi-
SWISS CEO Harry Hohmeister is convinced that Kaizen ate results instead of focusing on large, labour intensive
has yet to reach its full potential. “Kaizen is a philosophy, improvements.”
and a philosophy is like a plant: it has to dig down, get estab-
“I’ve taken part in approximately 25 Kaizen workshops, “I have seen the results of our workshops here at SWISS
and been in charge of a few as Kaizen leader. At Ground World Cargo and believe in the method. Kaizen is a daily
Services, many of the team members come from our activity aimed at more than improvement. It also has a
handling partners or infrastructure providers. Kaizen humanising impact on the workplace: it reduces stress,
has become the joint approach to minimise interface gives guidance on implementing change and teaches
issues, increase process efficiency and optimise our people to recognise and eliminate wasteful business
product.” processes.”
Secluded beaches, colourful markets, spicy food, Ayurveda cold water of the small lake into which the waterfalls cas-
treatments and dolphin-watching boat trips. All that, and caded – wonderfully invigorating after temperatures in ex-
much more besides. Goa, in southern India, is a holiday cess of 40°C!
paradise, and perfect for total relaxation. Swiss WorldCargo I also visited a big market in Anjuna. There were two
employee Ksenia Lyashenko visited the dream destination parts, Indian and European. The Indian part was quite cha-
recently. Here is her travel report. otic and cheap, mostly clothing and household things. With
the rock-bottom prices (USD 2-3 per item), it makes sense to
Nature is big and beautiful in Goa! The coastline is very var- travel light and buy your whole summer wardrobe in Goa.
ied, starting out with long, flat sandy stretches in Calangut, The spice farm was fascinating: now I know what banana
where there are no hills, just sand dunes and wind, and fin- and papaya trees look like. Intrepid visitors may try climbing
ishing with small rocky beaches (white sand, still) in Vaga- the coconut tree wearing special robes for leg protection or,
tor, for example. I remember palm trees, wild fields and if brave enough, taste a red hot chilly pepper freshly picked
small rivers. straight off the bush.
I took an excursion to Arvalem Waterfalls and a spice Transport is easy in Goa: this is the only state in India
farm, both to the east of Panaji. The special bus took us to where a tourist can hire a scooter without a licence. Everyone
the waterfalls, from where we rode a jeep into the mountains travels by scooter, it is easily the most popular way to get
for an encounter with monkeys and a swim in the freezing around.
What really struck me most was the real sense of joy and
12 openness I saw. People are genuinely friendly - so different
to my experience of big cities. Goa is a magnet for artists, free
goa: some USEFUL INFORMATION spirits and creativity, and these people give the region its re-
–
laxed atmosphere. I went to a small show of comedy, singing
and fire-handling performed by European artists who spend
Travelling to Goa
part of every year in Goa.
Edelweiss will fly from Zurich non-stop to Goa every Sunday A medicinal Ayurvedic massage is a must-do. Head for
from 1 November 2009 to 2 May 2010. The return flight,
the Ayurvedic Centre in Calangute, which claims to cure
via Male to Zurich, also departs Sundays. You can also fly
every irregularity of the touristic body in days.
to this Indian holiday paradise with SWISS via Mumbai and
a domestic flight to Dabolim. A train service also operates Last, but not least, the food: delicious, spicy and very
between Mumbai and Goa. cheap. We spent around USD 10 per day for three meals.
Sometimes we got even more for our money, especially when
Staying in Goa we ate at road restaurants off the tourist track. We loved
Shanu Holiday Home - Clean, comfortable accommoda-
tion hidden away on the beach between Candolim and Ca-
langute. Sea view. (www.shanu.in)
Villa Rivercat - Artist’s villa with suites. Situated be-
tween ocean and river, Villa Rivercat nestles behind the
sand dunes of the sleepy Goan fishing village of Mandrem.
(www.villarivercat.com)
Hotel Bhakti Kutir - 22 back-to-nature cabanas, no two
alike, fashioned from local materials such as rice straw,
bamboo and mud.
(www.bhaktikutir.com)
Goa is perhaps best known for its unspoilt scenery: as well as the lush tropical forests and waterfalls in the hinterland, there are plenty of sandy
beaches off the beaten track, in Vagator, for example (photos: Ksenia Lyashenko).
Fishland, a small café near Baga serving the freshest fish and
seafood, cooked not too spicy, just the way we like it. Goan Gaël devin
cuisine is typically hotter than Indian food in the north. The sales representative swiss
most popular dishes are biriyani with chicken or fish, curry, world Cargo, france
pulao (rice with vegetables and meat), and chourisso, a deli-
cious Goan sausage. Careful, very spicy!
Having sampled wonderful Goa, I fully understand why 13
people come here and end up staying much longer than they I spent much of my holidays in Goa enjoying the beautiful
planned. beaches at Vagator, Anjuna, Palolem, Candolim, Calang-
oute and Bage, to name but a few. You should also make
time for the festive atmosphere of the colourful Wednes-
day market in Anjuna. After that, you might want to relax
with an Ayurvedic massage: a typical session will include
two hours of massage, a consultation with the doctor, yoga
and a vegetarian lunch. Goa also boasts some marvellous
Standby travel now available on churches - a legacy of the Portuguese colonisation.
Edelweiss flights
–
michael nold
Our subsidiary, Edelweiss, operates flights to numerous quality assurance ground
attractive holiday destinations. To date, firmly booked ID services, switzerland
tickets have been available in Economy class on all Edelweiss/
SWISS codeshare flights, but only in limited numbers.
From 1 January 2010, the ID offer will be extended to all ID
categories (except cadre flights) in Economy or Business
Class, on LX terms. I loved the relaxed atmosphere of Goa, and was surprised at
how green everything is, compared to other parts of India
Standby tickets will therefore be available on all codeshare I’ve seen. We were only really looking to spend a few days
flights with flight numbers LX8000 -8499. Please note that relaxing on the beach, but Goa has so much more to offer.
the number of available seats will still be limited. The easiest way to get around is by scooter, you can rent one
When planning your trip, please note that certain Edelweiss anywhere. Great if you want to head off to one of those idyl-
destinations are only served once a week. If you are travel- lic sandy bays off the beaten track! A dolphin-watching boat
ling standby, that means you should always have alterna- trip is another fabulous experience: they gather to play
tive routings as a fallback option in case there are no seats where the Chapora River flows out into the sea. The night
available on your return flight. Please remember there is no
flea markets at Baga Beach (Saturdays) are fun, too, along
support for ID travellers at external stations, so ticket ar-
with the Wednesday market in Anjuna, selling clothes and
rangements must be made ahead of your trip.
other articles.
Beratung
Facility Management
Interior Design
Energieoptimierung
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Balz Zimmermann-Strasse 7
CH-8302 Kloten
Telefon +41 42 812 88 44
Fax +41 42 812 90 20
info@avireal.com
www.avireal.com
RABATTAKTION 30%
für SWISS Mitarbeiter und Familienangehörige
Special offer for staff members and relatives
Leistungen Was ist dass ? Normalpreis Rabatt Sonderpreis Bemerkungen
Dentalhygiene Saubere Zähne: 100 CHF 30% 70 CHF auch Randzeiten und
Professionelle Zahnreinigung durch Samstags.
eidg. dipl. Prophylaxeassistentin.
Bleaching Weisse Zähne: 600 CHF 30% 420 CHF incl. 1x Dentalhygienesitzung
Zahnaufhellungsverfahren mittels Sie erhalten ein Set mit Schie-
Schienen die über Nacht wirken. nen und Bleachingmittel für
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Invisalign Gerade Zähne: 10.000 CHF 30% 7000 CHF incl. 1x Dentalhygiene-
(www.invisalign.ch) Unsichtbare Zahnspange zur Beratung sitzung und 1 x Bleaching
Korrektur von schiefen Zähnen. kostenlos - durchsichtig
- herausnehmbar
- Ersetzt „Gartenhag“
- Reinigung einfach
Adresse: Effretikon, Poststr. 2 direkt am Bahnhof (eine Haltestelle vom Flughafen mit der S16).
Monatliche Teilzahlungsvereinbarungen möglich
Michèle Reifenberg unveils the ‘secrets’ of Revenue Management and Pricing to two of our Maîtres de Cabine, Bruno Eichenberger (left) and
Fabrice Wisler (photo: Reto Hoffmann).
to spend a day in one of five areas of corporate operations, “from 340 days before departure we steer the mix, and in
gaining a better understanding of what their colleagues on part, the number, of passengers who actually come into con-
the ground do. Those areas are: “Corporate Communica- tact with our cabin colleagues on departure day. So I’m sure
tions” and “Marketing”, “Revenue Management”, “Pricing”, they find it interesting to know what methods we use. I enjoy
“Distribution & Sales” and “Product Management”. The goal sharing my know-how, so the programme is fun.”
of the “Walk the Mile” programme is to promote a better ex- Both “Fly the mile” and “Walk the Mile” programmes
change of information between ground and flying staff. This will be repeated next year. Please refer to the boxes on this
will in turn help participants with their management role. page for further information on how to participate.
Forty-two MCs have completed the “Walk the Mile” pro- 17
gramme thus far: twenty-six women and sixteen men.
– The outlook in the air transport industry is still stormy: no one knows
European airlines lag behind the exactly when the airlines will really get off the ground again
(photo: archive SWISS).
industry
Surprisingly, performance by the European airlines has greatest loss coming in the premium-fare segment, and post 19
been weak. Compared to airlines in other regions (see dia- an operating loss of € 2.9 billion, 50% greater than the previ-
gram), their recovery lagged behind on the demand side. ous highest-ever loss figure, in 2001, reports the Association
Worse, demand fell by 3.0% on the same month last year. of European Airlines (AEA). During the course of the year,
That is a higher shortfall than on any other continent. The some 35,000 jobs within AEA airlines will have been lost,
Middle East carriers made enormous gains (14.3%); in con- which corresponds to five times the size of the SWISS work-
trast to airlines in other regions, they are actually increasing force. Another 60 000 jobs which depend indirectly on air-
capacity. Emirates, for example, maintains its current level lines will have been eliminated as well. “The dimensions of
of 53 A380, 70 A350 and 23 Boeing 777 orders and may even this downturn are unprecedented, said the AEA Chairman.
add to the order 30 A350 and 30 A330 superjets yet to be de- “In the past 35 years we have not seen such devastation of
livered, as the Neue Zürcher Zeitung reported on 10 Decem- value. And we will not return to ‘normal’ again; the consum-
ber. Other airlines are attempting to gain a little breathing ers are changing their expectations, and this will continue."
space by arranging delayed deliveries.
For 2009, European airlines are expected to carry 22 mil- –
lion fewer passengers than in 2008, with proportionately the
no recovery in sight
20 For the first time after a year-long recession, Switzerland
15 reported a return to growth in GDP (up 0.3% on the same
10 quarter of the previous year). But will that be enough to re-
Δ % Oct. 09 vs Oct. 08
tasteful tips
Festive recipes for
family and friends
–
SWISS employees will be busy this festive season serving up insert cloves into the onions, cut the carrot into small pieces,
special drinks, Christmas cookies, delicious appetisers and put the ham in a large ovenproof pot together with the veg-
mouthwatering menus. Read on to find out their favourite etables, pour cold water over ham, leave it in the oven until
recipes for those magical last few days of the year: tradition- the thermometer shows 75°C (167°F), allow the ham to cool
al specialities, regional delicacies and lots of ‘secret’ tips, in the liquid.
too. Glaze:
2 egg yolks, 2 tablespoons potato starch, 1 dl mustard
– Instructions:
Heat the oven to 225°C (450°F), remove the rind care-
White tomato mousse with salad
fully and place the ham on a roasting pan, stir together the
bouquet egg yolks, potato starch and mustard, brush the top of the
Appetiser suggested by Esther Hess-Joss, First Officer ham with the glaze mixture, sprinkle bread crumbs over
glaze mixture, bake in the oven until the glaze turns golden
Ingredients: brown, about 10 minutes, decorate with cloves inserted into
10 medium-size tomatoes, a dash of Tabasco, 1 clove of the top of the ham in a pattern. Best served with mashed po-
garlic, salt, pepper. Per dl of juice: 1 sheet of gelatin soaked tatoes.
in cold water until soft , 50g whipped cream. For the salad
bouquet: 4 bouquets of green salad, 12 cherry tomatoes, cut –
20 in half, 4 chervil leaves. For the vinaigrette: 2 tbsp. olive oil
grandma's delicious orange
“extra vergine”, 1 tablespoon. balsamic vinegar, salt and
pepper (mix all ingredients).
pudding
Instructions: Dessert, suggested by Mignon Fuchs, MC Intercontinental/
Cut the tops off the tomatoes and hollow out. Purée the Instructor SAT.
tomato flesh with the garlic clove(s) and season to taste with
Tabasco, salt and pepper. Put the purée through a cloth Ingredients:
strainer and allow to stand for a couple of hours. Collect the 5 oranges, 1 lemon, 6 leaves of gelatin for half a litre of
white juice, measure volume, heat and dissolve the gelatin juice, 3 dl cream, sugar (makes 4 -5 portions).
in the juice. Allow to stand; as soon as the juice starts to gel, Instructions:
blend in the whipped cream. Transfer the mousse to 4 small Squeeze the juice out of the 5 oranges and the lemon-
cups and refrigerate. Place the grated peel from one orange and half a lemon in a
Garnishing: fried tomato skin cup and mix with 3 tablespoons. of juice. Put through a fine
To serve: sieve and add to the rest of the juice. (Never add the peel di-
Place cup on flat plate and decorate with tomato skin. rect to the juice).
Arrange salad bouquet next to cup, drizzle with vinaigrette Cut up 6 leaves of gelatin and soften in cold water. Press
and garnish with chervil leaves. out, then place in a pan and heat slowly with 2-3 tablespoons.
of water.
– Heat while stirring regularly. Remove from heat just be-
fore the mixture boils and mix in a little juice using a whisk.
Oven cooked swedish christmas
Then add to the remaining juice and add sugar to taste. Al-
ham low the juice to cool (about 45 min.) until it starts to form a
Main course suggested by Kathleen Holmgren Massari, gel. Then whip 3 dl of cream and fold in carefully. Place in
Ground Staff Training the fridge to set (about 2 hours).
Either transfer to small bowls (before the mix is left to
Ingredients: set) or use a (hot) ice-cream scoop to serve. Decorate and en-
1 salt-cured fresh ham, 3-4 kilograms, water, some on- joy!
ions, cloves, 1 carrot
Instructions: You will find more seasonal tips on the Intranet under
Preheat oven to 100°C (200°F), insert an oven thermom- Dine & Drink.
eter into the thickest part of the ham, peel some onions and Bon appétit!
21
Clutching their ‘goodie bags’, the daughters and sons of SWISS staff gathered outside the Operations Center after their morning together
(photos: Reto Hoffmann and Franziska Garbe).
San Francisco is to become SWISS’s next long-haul destina- Ten of our colleagues had the privilege of meeting Roger Fed-
tion. The new service, which will be introduced on 2 June erer in November. The lucky employees who joined Switzer-
2010, will bring one of North America’s most important land’s tennis star and current world number-one for a “meet
business and leisure destinations into the SWISS network; & greet” in our SWISS Lounge at Zurich Airport were drawn in
and with San Francisco growing steadily in importance for an intranet competition. With “Hallo, ich bin der Roger!” the
Swiss-based companies, the new service will further enhance celebrity guest opened the proceedings and happily chatted,
Switzerland’s appeal as a business location. posed for photos and met all the autograph requests.
E-commerce
22 New swiss "app" american dream
for iphone swiss supported
trip to New York
In Autumn, 20 members of the Lufthansa Junior Round Ta- Lufthansa Group insurance provider Albatros began offer-
ble – an LH-equivalent of the SWISS Young Network – came ing services to SWISS employees locally on 1 October, in col-
to Zurich to visit the SWISS head office. After attending pres- laboration with partner Nationale Suisse. The offices at the
entations by Revenue Management and CEO Harry Hoh- Operations Center and at Obstgartenstrasse in Kloten were
meister, the group joined a tour of our Zurich hub, reviewing officially opened on 22 October by SWISS CEO Harry Hohm-
all the processes from check-in, baggage sorting and ramp eister. In charge of the Albatros and Nationale Suisse service
handling to boarding and special assistance. for SWISS staff is Nora El Kamel.
Our quiz question this time... The winners of last issue’s quiz are…
Since when has the partnership agreement between SWISS The right answer to our previous quiz was 20,377,668 me-
and Edelweiss been in effect? Send your answer to internal. tres. The lucky winners are Daniela Appavou, Rose Maptoum
communications@swiss.com by Tuesday, 5 January 2010. Sagou, Flavia Robin, Roger Benz and Daniela Hamperl, whose
The names of seven contestants will be drawn from the re- guesses were closest to the correct number. We wish them
plies received. The prize this time is a photo calendar on the lots of enjoyment with their prize of an MP3 Player from
theme of “People and Places” featuring the work of Swiss “SWISS SoundCargo”.
star photographer René Burri.
Picture of the month: Sugar Loaf Mountain, the Rio de Janeiro landmark, in the early light of day.
(Picture taken by cabin crew member Irina Poloni. Do you have a favourite photo? Send it to internal.communications@swiss.com ).
23
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A question from Daniela Huber (Core Customer Management) to Alexander Arafa (Head of Cabin Crew)
I’ve heard that SWISS plans to deploy our cabin crew mem- selected Asian routes since SWISS began. Today, we have 142
bers based outside Europe also on long-haul routes beyond regional CCMs – based in Tokyo, Bangkok, Mumbai, Delhi
Zurich, too, from January onwards. Is this another cost-sav- and Shanghai – serving alongside their Switzerland-based
ing initiative? colleagues on routes that originate and end at their home
bases. So far, their work has been limited to these routes.
Yes, we do intend to deploy our cabin crew members based The new move is not at all about cost saving: we don’t intend
outside Europe on longhaul routes beyond Zurich. For Janu- to further expand our foreign crew bases unless we decided
ary we plan a trial of having two “foreign” CCMs on our serv- to raise capacity in specific markets. But we would like to
ices to Tel Aviv and Cairo. In the future, we aim to expand offer these colleagues job enrichment. We’ll also be able to
this to other routes where the passenger profile will benefit provide a better customer service: like having a native-speak-
from this product enrichment. Needless to say, we are only er CCM on more flights for our Indian customers. The new
taking these steps after due consultation with kapers. arrangement will also help us further integrate these col-
We have had flight attendants based outside Switzerland on leagues into the SWISS community.
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