Boeing’s FAA Audit Offers Lessons in Employee and Executive Communications
Boeing’s name has been in the news a lot lately, and it largely hasn’t been for anything good. The negative press cascade started when a flew off an Alaska Airlines flight (in a plane made by Boeing) in mid-air, causing major safety reviews, a production halt for the manufacturer, and an analysis of how Boeing handled the situation from a comms perspective. But a Federal Aviation Administration (FAA) audit that concluded Monday showed that the production process at Boeing was rife with issues, including unclear instructions for employees on how to mitigate problems that arise.
According to a report from The New York Times, the FAA’s audit of Boeing’s manufacturing revealed a chaotic situation at former subsidiary Spirit Aeosytems, which makes the plane fuselages for 737MAX planes like the one in the Alaska Airlines incident. The report includes a statement from Boeing that promises changes but is vague on specifics, along with more details from a Spirit spokesman Joe Buccino and some preliminary FAA findings:
At one point during the examination, the air-safety agency observed mechanics at Spirit using a hotel key card to check a door seal, according to a document that describes some of the findings. That action was “not identified/documented/called-out in the production order,” the document said.
In another instance, the F.A.A. saw Spirit mechanics apply liquid Dawn soap to a door seal “as lubricant in the fit-up process,” according to the document. The door seal was then cleaned with a wet cheesecloth, the document said, noting that instructions were “vague and unclear on what specifications/actions are to be followed or recorded by the mechanic.”
Jessica Kowal, a spokeswoman for Boeing, said the plane maker was continuing “to implement immediate changes and develop a comprehensive action plan to strengthen safety and quality, and build the confidence of our customers and their passengers.”
“Meanwhile, we continue multiple efforts undertaken to improve our safety and quality programs,” Mr. Buccino said. “These improvements focus on human factors and other steps to minimize nonconformities.”
From CommPRO:
The article discusses Boeing's recent safety and manufacturing challenges, notably the incident with an Alaska Airlines flight and the subsequent FAA audit revealing systemic issues at Boeing and Spirit Aerosystems. It outlines the responses from Boeing executives and the measures being taken to address the problems, such as increased scrutiny on manufacturing processes and a commitment to improving safety and quality. The piece also highlights the communication strategies employed by Boeing to manage the crisis, both internally with employees and externally with the public and stakeholders.
Communicators should read this article to understand the complexities of crisis management and communication in a high-stakes industry. It offers insights into how a major corporation like Boeing navigates public relations and internal communication amidst a safety crisis. The article illustrates the importance of clear, transparent, and accountable communication in maintaining trust and confidence among stakeholders, customers, and employees. It also provides a case study on the impact of communication strategies on a company's reputation and the necessity of a proactive approach to addressing and mitigating issues. Additionally, it underscores the significance of leadership in setting the tone for an organization’s response to challenges, making it a valuable read for professionals involved in corporate communications, public relations, and crisis management.
