Honestly, if anyone really uses this story (earlier mention here) as an example of “lean,” I will throw something.
The idea of strapping 900 people into a plane is, again, an example of an internal “cost” focus, as opposed to a customer focus. If it’s cheaper to stack people into a plane it’s good for the company… unless that experience is so bad that they never come back. Then, the layoffs start…. the cycle continues.
Thanks for reading! I’d love to hear your thoughts. Please scroll down to post a comment. Click here to receive posts via email.
Now Available – The updated, expanded, and revised 3rd Edition of Mark Graban’s Shingo Research Award-Winning Book Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement. You can buy the book today, including signed copies from the author.