A Tale of Two Cities Supporting Xinjiang

The echoes of the heated debate at the special meeting had barely faded, and Zhai Hongjun hadn't even had time to finalize his rectification plan when the phone on his desk rang urgently.

"Hong Jun, I know you've just taken over, and prioritizing security is a good thing, but you need to understand the priorities!"

On the other end of the phone, the superior's tone carried an undeniable warning: "The core of the recent performance evaluation is operational efficiency and customer traffic growth. You must prioritize ensuring operational stability."

Don't let your haphazard attempts at process optimization lead to a decline in customer traffic and an increase in complaints. Can you bear that responsibility?

Zhai Hongjun gripped the receiver. "Sir, these safety hazards are ticking time bombs. If we don't rectify them, something terrible will happen sooner or later..."

"Something went wrong? Everything's been fine for a month since it started operating, hasn't it?"

His superior interrupted him directly, saying, "Safety is important, but not at the expense of operations."

First, stabilize the operational metrics; postpone the rectification efforts. Don't put the cart before the horse.

After the call was disconnected, Zhai Hongjun fell into deep thought.

Zhai Hongjun believed that if the pros and cons were clearly stated at the special meeting, the operations department would cooperate with the rectification even if they were unwilling.

Unexpectedly, Wang Lei and his group didn't buy it at all and instead left a mess behind.

Zhai Hongjun instructed the operations department to compile detailed data on existing safety procedures within three days, including security check pass rates, equipment inspection frequency, and fire protection facility maintenance records, to facilitate targeted optimization later.

On the first day, Wang Lei said, "We don't have enough manpower, and the front line is busy guiding passengers." On the second day, he claimed, "The data is too messy and scattered across various shifts, so it takes a lot of time to sort it out." By the third day, he had only submitted a bunch of incomplete forms, with crucial equipment failure records and security check miss statistics all blank.

"Manager Wang, is this spreadsheet usable? It's missing all the crucial data; how can we analyze the problems?"

Wang Lei looked aggrieved. "President Zhai, it's not that we're not cooperating, we're just too busy."

With passenger traffic increasing every day, frontline staff are working non-stop, so how can they have time to dig up these old data?

"How about you give us a few more days, until the customer flow calms down, then we can make up for it?"

"Another grace period? Can safety hazards wait?"

Suppressing his anger, Zhai Hongjun said, "You must complete the missing data before you leave work today, or you'll have to explain it to your superiors yourself."

Wang Lei verbally agreed with "Okay, okay," but then gave his subordinates a wink, and the pile of forms remained untouched until the end of the workday.

Personnel reassignment is even more difficult.

Zhai Hongjun wanted to select two key security inspectors and one operations and maintenance team leader to form a temporary rectification team to specifically identify loopholes in the security process.

Wang Lei went directly to their door, saying, "President Zhai, you're cutting off our escape route!"

During rush hour, passengers are queuing up in long lines. Security checkpoints are already short-staffed, and if more people are pulled out, the lines will become even longer, and passenger complaints will double.

"Operating metrics are declining, who will shoulder the burden?"

"The reason for removing staff is to optimize processes, which will improve efficiency and reduce potential problems in the long run!"

Zhai Hongjun patiently explained.

"Long-term? The higher-ups only look at the immediate performance data."

Wang Lei stood his ground, "If you insist on removing people, fine, but if our operational targets drop, you'll have to speak up for us at the meeting!"

Open confrontation wasn't enough; Wang Lei and his associates were also engaging in underhanded tactics.

One day, Zhai Hongjun disguised himself as a passenger and went to patrol the security checkpoint. He overheard an old security guard whispering to a newcomer: "Don't listen to the nonsense from above. We've been doing this for so long and nothing has happened."

If we follow the new rules, the inspections will be more detailed and slower, doubling the workload and making it easier to get scolded by passengers.

"We can just give it a perfunctory answer. Once the hype surrounding the new leader dies down, this whole thing will naturally fall through."

The newcomer nodded, casually scanned the passenger's suitcase with the security scanner, didn't even unzip it for inspection, and waved them through.

Frontline employees were already used to the existing operating model and felt that "it's okay to keep doing it this way." In addition, they were worried that the workload would increase and the assessment would become stricter after the process was optimized, so they were full of complaints about Zhai Hongjun's rectification requirements.

During breaks, they would gather and chat, mostly complaining: "The new broom sweeps clean, but all they do is create useless trouble for people."

"It's easy for you to talk when you're not the one suffering. He doesn't have to stand at the security checkpoint every day."

While the operations department was passively resisting, Su Nan was also getting anxious.

He hoped to quickly rectify and plug the loopholes, but seeing the progress getting slower and slower each day, he couldn't help but feel impatient, and he argued with Wang Lei and others several times during work.

That afternoon, Su Nan stopped Wang Lei in the corridor as he came out of the conference room, her voice agitated: "Manager Wang, the inspection records for the fire safety facilities haven't been completed, and the double-person, double-inspection system for security checks hasn't been implemented. How can you keep delaying? These are deadly hazards. If something really happens, can you take responsibility?"

Wang Lei rolled his eyes, his tone sarcastic: "Manager Su, don't just stand there and talk without understanding the situation!"

Stable operations are our top priority. If the rectification measures cause delays for passengers, increase complaints, and cause a decline in operational indicators, can you take responsibility for us?

When superiors hold you accountable, do you dare to stand up and say that this has nothing to do with the operations department?

"Can safety issues be compared to operational issues?"

Su Nan's face turned red with anger. "If we don't rectify this now and an accident happens, forget about operational targets, the entire airport's reputation will be ruined, and then nobody will be able to escape responsibility!"

"You're just exaggerating!"

Wang Lei also got angry. "We've been operating for a month without any problems. How can it be as exaggerated as you say? If we really change it according to your suggestion, we'll lose hundreds of passengers every day. Who will compensate for the losses?"

The two argued heatedly, attracting a crowd of employees, but the problem remained unresolved.

Su Nan was so anxious that her mouth was full of blisters. She turned around and rushed into Zhai Hongjun's office, her tone filled with obvious dissatisfaction: "President Zhai, this really can't be dragged on any longer."

The operations department is clearly not cooperating. Are you having too many concerns or not being firm enough?

If you soften your stance, this rectification plan will be completely ruined, and no one will listen to you when you try to promote safety work in the future!

Hearing Su Nan's doubts, Zhai Hongjun felt a mix of emotions.

Forcing the operations department to make changes is definitely not an option; it will only backfire. But if left unchecked, big problems will inevitably arise sooner or later.

Zhai Hongjun picked up the incomplete safety data table and then pulled out the list of questions submitted by Su Nan.

Suddenly, his eyes lit up. Since he couldn't make a big fuss, he might as well start with the most critical hidden danger and carry out minor rectification. This would not affect operations and could plug the fatal loopholes first.

The next day, as soon as he arrived at work, Zhai Hongjun picked up the phone and said, "Su Nan, come to my office."

When Su Nan pushed open the door, she plopped down in a chair. "President Zhai, you finally have an idea? I'm really afraid something bad will happen if we keep dragging this out!"

"Su Nan, I know you're anxious, but forcing it won't work."

Zhai Hongjun got straight to the point, his tone calm: "The operations department is too resistant. Wang Lei and his team are sticking to the operational targets. Forcing them will only exacerbate the conflict, and the rectification will not be able to proceed, which will also delay normal operations."

"Then what do you suggest we do? We can't just stand by and watch those potential hazards stand there, can we?"

"I came up with a plan of 'on-site verification + tiered implementation'."

Zhai Hongjun leaned forward and said, "Let's take the lead and form a special task force, and then draw two frontline key personnel from the operations department to work together."

Over the next week, we personally went to each position to work on-site, leaving no stone unturned—security checkpoints, maintenance teams, fire control rooms—and meticulously documented the actual operating procedures, manpower allocation, and any difficulties encountered, in order to find the root cause of the problems.

He paused, then continued, "Then we will combine the actual situation on the front line and formulate optimization measures that can be implemented, without resorting to a one-size-fits-all approach."

"We involved frontline key personnel in the discussions throughout the process. If they felt something was unreasonable or unimplementable, we changed it. Giving them a voice reduced resistance during implementation."