Confusing Customer Focus
Misuse of the “Customer” Concept “We are told that the airlines are our customers,” FAA inspector Charlambe “Bobby” Boutris said. “But we have a more important customer, the taxpayers” who want...
View ArticleJapan Airlines CEO on CEO Pay
Nice webbast of CNN clip on Japan Airlines CEO cutting his pay to less than that of the pilots. He really seems to understand the company does not exist for him to plunder (unlike so many CEOs in the...
View ArticleSouthwest Not Delta or United
One of the posts highlighted in the last post was one example of how Southwest behaves. It wasn’t a one time thing. It was a common result of the system Southwest has in place where they treat...
View ArticleTrust Your Staff to Make Decisions
The failure to give your organization the flexibility to serve customers is a big mistake. Many companies make this mistake. Often the basic problem is managers don’t trust that their systems to hire...
View ArticleClik here to view.
Airport Security with Lean Management Principles
The ‘Israelification’ of airports: High security, little bother We [Israel] said, ‘We’re not going to do this. You’re going to find a way that will take care of security without touching the efficiency...
View ArticleBad Weather is Part of the Transportation System
The job of managers is to create a robust system that delivers value to customers. A system that fails constantly (fails during the continual variation the system faces) is a failed system. Bad weather...
View ArticleUnintended Consequences
Using data to understand your processes and improve them is very useful. But using data often results in unintended consequences. If you don’t have a good understanding on the pressures collecting data...
View Article
