Tag: Travel
LinkedIn Post: American Airlines Cannot or Will Not Serve Their Customers?
I wrote a post for the LinkedIn Influencers series:
American Airlines Should Own Their Situation, Not Just Blame the Weather
Looking at this problem (long phone...
Like Lean: Hotels Involve Customers ala “Lean Design”
A few weeks back, USA Today published an article that made me think of some of the approaches being used by hospitals under the...
Learning Not to Blame: “Jerk Bartender”
In the Lean methodology, building upon the teachings of Dr. W. Edwards Deming, we work hard to shift away from "naming, blaming, and shaming."...
If a Toilet Requires Instructions, It’s Probably Badly Designed
One of the more trivial things I saw on my recent vacation to Scotland and England was a badly designed toilet on a Virgin...
Iterating or Improving vs. Doing It Right the First Time
I've added to a new post to my LinkedIn Influencers series: "The Ability to Iterate is Not an Excuse to Do It Badly...
Can SPC Show if American Airlines Pilots are Staging a “Sick...
As a frequent flyer on American Airlines and a former DFW-area resident, I pay a lot of attention to the troubled airline. American is...
My Flight Attendants Coffee Kaizen: A Lean Journey in the Skies
As a very frequent flyer on American Airlines, I've learned not to expect much from the company and its employees in terms of customer...
True Story: Funny Canadian Border Agent Asks About My Books
I'm back in Ontario again this week, giving three more short workshops about Healthcare Kaizen at three different hospitals (after seven hospitals in five...
Lessons from a Crazy Taxi Ride: Improving Processes in Unpredictable Environments
When I was leaving the recent Shingo Prize conference, last week, I had what can only be described as a taxi ride from hell...
Living in Your Customers’ Shoes – Airport Car Rentals & Lessons...
This might seem like a random topic, but what the heck, it's a Friday. I arrived in Orlando yesterday for the Society for Health...
A Curious Lack of Coffee Cup Error-Proofing in the Air
About a week ago, I was flying, and the passenger beside me knocked his water over right into my lap. Argh!
I sent a Tweet...
Error Proofing the Hotel TV
Error proofing (aka "poka yoke" or mistake proofing) is such a powerful Lean method. Some people, unfortunately, think that Lean is only about speed...
