Quality in Baggage Handling

0
0

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?

Please check out my main blog page at www.leanblog.org

The RSS feed content you are reading is copyrighted by the author, Mark Graban.

, , , on the author's copyright.


What do you think? Please scroll down (or click) to post a comment. Or please share the post with your thoughts on LinkedIn – and follow me or connect with me there.

Did you like this post? Make sure you don't miss a post or podcast — Subscribe to get notified about posts via email daily or weekly.


Check out my latest book, The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation:

Get New Posts Sent To You

Select list(s):
Previous articleNon Root Cause Solutions?
Next articleAnother Maytag Story
Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.

LEAVE A REPLY

Please enter your comment!
Please enter your name here

This site uses Akismet to reduce spam. Learn how your comment data is processed.