Monthly operational bulletin, Vol. 16, Issue 4, April 1986

              Monthly Operational Bulletin
To:	All Pan Am Flight Attendants
From: In-Flight Service Headquarters - mia
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VOLUME XVI, Issue 4 April 1986
Dear Fellow Employees:
I am pleased to have this opportunity to introduce myself to you as System Director, In-Flight Services reporting to the Senior Vice President Passenger Services.
I began my career with Pan Am in Flight Operations and have held positions in Marketing, office of the Treasurer, Operations Control, Administration, Purchasing, and most recently Automation Services. During my many years of travel on our airline, I’ve enjoyed contributing to Pan Am’s effort to provide excellent passenger services. I’ve also been frustrated, as you have, with the failures to provide the services we should and can provide.
In my new position with the In-Flight Services Department, I have committed myself to work towards ensuring that we consistently provide a high caliber of service. I am also examining more effective ways in which we can structure our base management organizations to provide you with the support necessary to provide that service. It’s my belief that the key to improved support is clear, concise communication in both directions, and credible actions to correct deficiencies which hamper our ability to provide the service we want. We must also take advantage of the technologies available to us. I am committed to reducing the non productive elements in all Flight Service functions.
Your commitment to service improvement is important. This summer we will face intense competition from foreign competitors whose markets Pan Am is aggressively attacking with an ambitious and substantially increased schedule. We must demonstrate our ability to not only penetrate those markets from a passenger reservations perspective, but we must demonstrate our ability to earn the repeat business of the passengers who will fly Pan Am... many for the first time. This is where your commitment is essential. The collective goal of our In-Flight Service team must be to continue to impress our passengers with a positive and attentive service image.
The year ahead will be an exciting one for everyone in the industry. I believe that it will, and must, at long last, be the year when Pan Am demonstrates its return to prominence in the international arena and its intention to remain there.
I am pleased to have joined the In-Flight Services Department, and look forward to our future.
J. Robert Juliano