Feedback - Essential to Success
GPCAPT Russell Sowden
By GPCAPT Russell Sowden, Commander, Operational Support Group
You will all be aware of myriad changes that the New Zealand Defence Force and Royal New Zealand Air Force are going through as a result of numerous reviews—DTP, Shared Services, Employment Profile Project, R5, the Support Trade Rationalisation Review, etc.
The intent of all of these changes for the RNZAF is to improve the delivery of military air operations by ensuring we have the right people, in the right place, at the right time, in the right numbers, at the right cost and doing the right things. These reviews, and the subsequent changes, will impact on all personnel within the RNZAF—I have no doubt about that.
To that end, we all have an opinion on these changes. I have witnessed many informal comments in bars, in crew rooms, during car pools, at sports events, and at social occasions where a great number of people feel compelled to point out the good and bad in a number of changes underway. However, what I fail to see is many of those comments being formalised to the authorities responsible for the change, so that improvements can be made.
In the RNZAF, we are generally ‘reluctant’ to provide feedback. Learning organisations, and we pride ourselves on being one, rely on feedback loops to ensure continual improvement. It seems to me, when it comes to change, we have a poor history of documenting our starting point (although our intent and goals are articulated) and reviewing the change at a future point to ensure that we met the intent and goals envisaged at the start of the process (typically because we have embarked on further change and don’t have time to look over our shoulder at the past).
Providing feedback is essential to any organisation’s success and it also directly benefits you. It allows governance boards to improve levels and standards of service to you as the customer. On that note, the Operational Support Group (OSG) is a relatively new organisation and I am often asked what it does. Well, in essence, it is responsible for the Operational Support Wings (OSW) on the three Bases. In this role, OSG finds itself responsible and accountable for the delivery of more than 25 functions, including:
- Crash Fire Services
- Airfield Services
- Photographic Services
- Pers Admin Services
- Hospitality and Catering Services
- Security Services
- Library Services
- Medical Services, and
- Education Services.
I deliberately draw your attention to the word ‘services’, because these are the key deliverables of OSW to every individual in the RNZAF. I can guarantee that OSW touches you all in some fashion—perhaps many times in any one day. Providing feedback is a deliberate and time consuming exercise, and it is sometimes easier to do nothing than to stick your hand up. However, feedback is going to be critical to the maintenance of levels and standards of service to you in the future—especially where provided by a third party.
As COSG, I would like to feel that we are delivering the services that you require; however, I need your input to validate and to maintain the levels and standards of service we are delivering. I urge and encourage you to take the time to provide feedback on anything you feel strongly about—be it constructive criticism or encouraging praise.