Monthly operational bulletin, Vol. 17, Issue 10, October 1987

              Monthly Operational Bulletin
To:	All Pan Am Flight Attendants
From: In-Flight Service Headquarters - MIA
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VOLUME XVII, Issue 9 NOV 4	1987 September 1987
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Dear Fellow Employees:
Just one year ago this month, the Purser Support and Development Supervisors completed their training, and after reporting to their bases, launched the new Purser Support and Development program. The basis of this program was our belief that the Purser was the key to a consistent delivery of a competitive and superior in-flight service. The overwhelmingly positive acknowledgement received from our passengers, Flight Attendants and other departments in the Company is evidence that the program is working and working well. The support, communication and training that is being provided to the Purser group as a result of this new program has had a profound beneficial effect on the entire Flight Service department.
During this first year, the Supervisors have been on board flights conducting evaluations, in the classroom conducting training, as well as at the bases for support prior to and during briefings. These Supervisor reports have reinforced our belief that when you are properly briefed and the aircraft has been correctly provisioned, you will provide a superior service.
As a result of these reports, a test program was initiated utilizing the Miami Purser Supervisors. This test program combined the efforts of Flight Service and Miami Passenger Service Management in providing support to Flight Service at the airport, on the aircraft prior to departure, and upon arrival. The results, in many cases, included obtaining items that were needed to offer superior in-flight service while at the same time ensuring an on-time departure. Very soon you will see this part of the Purser Support and Development Program expanding to all Flight Service home base stations, and eventually to downline stations on a limited basis. The major focus of this new program, which is being added to the Purser program, is to enhance the working relationship between Flight Service and the various other departments that contribute to a flight’s departure.
With the opening of Flight Service bases in Washington and LaGuardia, the Purser Support and Development program will be expanded to meet the needs of these new bases. The increase in flying that triggered the planned hiring of at least 800 new Flight Attendants by mid-summer 1988, will also require additional Purser Upgrade Training. We will continue to explore ways to ensure that we have the means to deliver the quality service we want to provide.
I can tell you that the commitment of this program to provide the support the Pursers need to assist Flight Service in improving customer perception is as strong
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