Quality in Baggage Handling

As I sat on the plane, waiting to depart, we watched a video that featured the airline CEO (the airline rhymes with Bontinental). The CEO, in his smiling delivery, talked about the “most professional people in the business” and showed a clip of a baggage handler gently placing bags on the loading conveyor (he might have even been smiling).

What I saw, out my window, however was a ticked off looking employee forcefully THROWING each bag down on the conveyor. Thankfully, I carried my bag onto the plane. It made me think, though, how would quality be in your factory if the customers were watching you through a window? Would things improve? Or would things be the same, probably as the result of a management structure that didn’t make sure employees, at all levels, were engaged and thinking about customers constantly?

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Mark Graban's passion is creating a better, safer, more cost effective healthcare system for patients and better workplaces for all. Mark is a consultant, author, and speaker in the "Lean healthcare" methodology. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent project is an book titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

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