SWIFTAIR

Date: April 28, 2003

Professor Rick Williams
San Diego State University
Management 401 Business Internship

Subject: Megan Donaldson’s Project

Dear Professor Williams,

It is my pleasure to present you with this letter of completion for Megan’s Project for SwiftAir.

Hours Worked: 145 hours

Achievement of Stated Project Objectives

Megan’s project was to create a Training Manual for the Customer Service Department. Her project included developing the manual, conducting training to test the validity of the manual content, and then assessing trainee performance on the job to determine how well they were able to properly apply what they learned from the manual. Megan has given me the opportunity to review the training manual and it is phenomenal. It has also been well received by the staff. The manual was extremely easy for me to follow and the checklist she created to measure the effectiveness of the training itself was accurate. In addition, she observed trainees on the job and determined that they were able to perform the actions included in the manual. I have noticed that many of the Customer Service Staff have been looking at the manual and seem quite excited about using it to help them in their jobs.

Interpersonal Skills

Megan is extremely well liked within the different departments as well as by her customers. In fact, it is not uncommon for her to address a pilot that walks into SwiftAir by name; she really tries to connect personally with each client. Megan’s ability to communicate is essential to her job and she does it extremely well. She makes a constant effort to keep her staff and others affected “in the loop” in order to avoid any problems that could possibly occur.

Industry Knowledge

Megan and I have had the opportunity to attend an aviation conference, which provided me with the experience of understanding how much knowledge she has in this industry. She not only has a clear understanding of what it takes to be in aviation, but she holds tremendous expectations of herself and the staff to provide the utmost service level.

Additional Comments

Since I have known Megan, she has done everything in her power to improve the customer service department. When she discussed with me that she was going to be leaving the company after graduation, I was extremely disappointed because she not only goes out of her way for our external customers, but she is there for her internal customers as well. It is uncommon for an employee who is leaving to make the effort that she has in order to maintain the department even after she is gone. This training manual will help, but she will be missed terribly by all of us.

Regards,

(Original Signed)

Robert Deed
Charter Manager
SwiftAir Aviation Services, Inc.