Excerpts From Ricci's Book
Excerpts from Management by Trust by Kenn Ricci. Bold text = Emphasis added
SFO program.
“What we sought to develop was a program that allowed a comfortable – but not too comfortable – environment for committed employees. In other words, we simply wanted to under-compensate those who were there merely to build flying time and experience so they could move on to the job they really wanted, and overcompensate those who were committed.”…
“We developed a two-tier pay and benefits program. The basic concept was to pay those in the committed tier – we called them Senior Flight Officers – above average and the rest of our pilots below average…”
”How did we determine which employees should be Senior Flight Officers? We couldn’t simply ask them. We were smart enough to realize no employee would deny being committed to the organization. Nor did we want to establish a “suck up to management program,” with everybody competing to flatter his boss. The fundamental goal of our organization was to build a trust environment. Someone who was committed to the organization would have to be able to trust and would have to be trusted in return. Furthermore, he would have to be able to outwardly express his commitment.”…
“Senior Flight Officer candidates applied in writing. The act of sitting down and writing in and of itself indicated a certain commitment (this process doesn’t just happen effortlessly). More important, the letters were tremendously revealing about a candidate’s intentions and goals.”…
“Next came an interview with a team of Senior Flight Officers (a jury of their peers, so to speak) as well as the candidate’s immediate supervisor and one member of upper management. First and foremost, the team looked for indications of whether the applicant understood the open and trusting environment we were trying to create: Would the applicant try to perpetuate that environment and was the applicant open and honest? As you may imagine, these reviews were not brief. You don’t assess honesty and openness quickly. Reviews usually included sensitive questions, as this was the only way to determine whether the applicant was determined to be guarded in his approach or was truly go to be open. We also wanted to ascertain whether the applicant felt open and trusting enough to criticize the organization. An ability to do so and to “name names” in the process was seen as an indication of an ability to trust.”…
“Whether the application was approved or rejected, we wanted the letter to build trust. It included arrears where the employee needed improvement, followed by reinforcement and praise for things the applicant was doing right – “trust deeds.”…
“Our employees understood that Senior Flight Officer was an exclusive ranking. Since it was difficult to pass the test the first time around, repeat applications were another indication that an employee was serious about being committed and that we were, in fact building trust. It became clear that some employees would never become Senior Flight Officers. These cases, while disappointing to everyone, also built trust.”…
“Not every employee is destined to be a life-long committed employee..”…
“We made a big deal of people approved as Senior Flight Officers. A special striping on their uniforms indicated their status. We posted their names prominently around the company, where their coworkers were sure to see. They were included in discussions of major company issues, given stock options, and treated as important stakeholders and contributors to the organization.”…
“Top players discipline each other, attend to the slackers, and raise the level of performance of everyone around them.”…