KLM & REINFORCER.AI
Improving adherence to procedures
Aviation sector
COMPANY SIZE: 31.000
INDUSTRY: Aviation
FOUNDED: 1919
HEADQUARTED: Amstelveen
In recent years, KLM has been working on the transition to Reinforcement Leadership™. A new way of leadership that focuses on what is going well, in order to reinforce desired behavior through positive reinforcement. They aim to measurably optimize performance by bringing out the best out of people.
Along the way, KLM discovered something that many operational organisations recognise: even with clear standards and strong intentions, behavior is not always reinforced consistently across teams. A new process lands well in one area, half in another, and old habits sometimes return. Leaders saw that the daily conversations shaping those behaviors were not always visible, and therefore difficult to improve.
KLM originally started with this approach as part of the global program to improve the safety culture. They gradually discovered that the chosen approach for measurable behavioral change could also be applied to many other types of behavior. This approach is called Organizational Behavior Management (OBM), and this is the underlying science behind Reinforcer.ai’s products and services. Meanwhile, many internal changes and projects are now also approached by leaders through the behavioral lens.
This includes issues relating to the correct use of tools and resources, but also following procedures, instructions and standards. Whether on the ground or in the air. In short, getting people to do what has been agreed. Not because they have to, but because people want it themselves.
KLM now uses the Behavioral Reinforcement System™, with IT and AI tooling based on OBM. Leaders also increasingly use Reinforcer.ai to improve their own behavior through lightning-fast analyses and feedback. This gives them visibility into what actually landed in a conversation and what did not, so they can adjust with confidence.
“My team was open to trying out the AI bot. We were all surprised at how well it worked. Very quickly and directly I received clear and relevant feedback on how I gave feedback and, for example, how concrete I was. Because there is no human in between, and the bot does its job well, it feels like a real factual analysis with to-the-point tips.”
— Warner van der Veer-Jehee, Program Manager Global Safety Culture
“I was completely surprised how well the reinforcer app provided me with blind spots in my meetings and it suggested me with very concrete feedback.”
You don’t have to go through an entire training course to become a better leader. The learning can start while you work.
So, try it now, and become a Reinforcement Leader just like Warner.
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