Comments on: Something Nice About an Airline http://www.leanblog.org/2008/02/something-nice-about-airline/ Mark Graban's leanblog.org - Lean Healthcare, Lean Thinking, Lean Manufacturing, Toyota Production System Thu, 09 Feb 2012 22:59:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jennifer Eliuk http://www.leanblog.org/2008/02/something-nice-about-airline/#comment-3146 Jennifer Eliuk Thu, 14 Feb 2008 18:04:00 +0000 http://leanblog.bigbigdesign.net/2008/02/something-nice-about-an-airline/#comment-3146 Wow an improvement for the customers from an airline... truly shocking! Wow an improvement for the customers from an airline… truly shocking!

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]]> By: J Thatcher http://www.leanblog.org/2008/02/something-nice-about-airline/#comment-3138 J Thatcher Tue, 12 Feb 2008 19:20:00 +0000 http://leanblog.bigbigdesign.net/2008/02/something-nice-about-an-airline/#comment-3138 This sounds like a really great feature all around, I just want to make a brief comment on the cost of implementation -<br/>It was probably close to nill.<br/><br/>Basically they're just hooking a database up to the caller id function on their voip phones (or non-voip, but it'd take about 30 seconds as opposed to 30 minutes).<br/><br/>They probably tasked two in house developers on this and had it done in a day - or, at least, I hope they did.<br/><br/>Here's a question though - this should ease burden on call centers significantly, think there'll be layoffs around the corner? This sounds like a really great feature all around, I just want to make a brief comment on the cost of implementation -
It was probably close to nill.

Basically they’re just hooking a database up to the caller id function on their voip phones (or non-voip, but it’d take about 30 seconds as opposed to 30 minutes).

They probably tasked two in house developers on this and had it done in a day – or, at least, I hope they did.

Here’s a question though – this should ease burden on call centers significantly, think there’ll be layoffs around the corner?

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]]> By: BobYokl http://www.leanblog.org/2008/02/something-nice-about-airline/#comment-3137 BobYokl Tue, 12 Feb 2008 17:01:00 +0000 http://leanblog.bigbigdesign.net/2008/02/something-nice-about-an-airline/#comment-3137 Although you were a very happy customer I bet there are some happy Customer Service Reps that are happy that they don't have to deal with calls for Flight Status only. When I fly, all the airlines have the flight status built right into their web sites and are easily read using a phone browser. Some even text you every hour with your flight status.<br/><br/>Now if you can only get the people at the gate counters to actually pick up the Announce Microphone and let us know when a change in flight status or gate status occurs in a timely manner. I have been sitting for hours in so many airports with minor and major delays and the counter folks don't say a word 90% of the time. My own airport in Philly my flight got canceled and it even disappeared from the fancy overhead board. I had to ask someone what had happened. Although you were a very happy customer I bet there are some happy Customer Service Reps that are happy that they don’t have to deal with calls for Flight Status only. When I fly, all the airlines have the flight status built right into their web sites and are easily read using a phone browser. Some even text you every hour with your flight status.

Now if you can only get the people at the gate counters to actually pick up the Announce Microphone and let us know when a change in flight status or gate status occurs in a timely manner. I have been sitting for hours in so many airports with minor and major delays and the counter folks don’t say a word 90% of the time. My own airport in Philly my flight got canceled and it even disappeared from the fancy overhead board. I had to ask someone what had happened.

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