In Customer Service, Apologizing Does NOT Get to the Root Cause
Making the Most Of Customer Complaints - WSJ.com:
Here's a good article from the WSJ about customer focus and…
Browsing Tag
Travel
The Queen Sets the Takt Time?
Clients of mine always end up saying something like "Lean really gets into your head... it's hard to turn off" - or…
PDCA at the TSA?
ABC News: Airport Security To Be Easier for Families?
I am probably giving the Transportation Security Agency…
United Adds $25 Fee for 2nd Bag
Yahoo News StoryBy Mike R. Lopez:I saw this story about United Airlines charging customers to check a SECOND bag.…
Air Travel — Results vs Process
If you're a results thinker, you should feel reassured that 2007 had zero U.S. air travel fatalities for the first…
Airport Heijunka
DFW Airport | pegasusnews.comDFW International Airport will distribute more than $10,000 in "DFW Bucks" on December…
When Systemic Problems Don’t Get Solved
This past week, I stumbled through a systemic problem that might not ever be solved, namely the National Car Rental…
It’s Not That We’re Worse…
The Middle Seat - WSJ.comQuick story here, not so much about Lean but about customer service and general…
Heijunka for Airport Security?
TSA considers reservations for airport security - USATODAY.comI'm not normally a fan of the TSA, but this proposal…
Bad Systems: TSA at DFW Terminal A
I'm going to try to tie this into Lean, or so I think. I had the most mind-numbing experience at the Dallas-Fort…
"lean" is not "Lean"
The Middle Seat - WSJ.com:Here's an example of the every day use of the word "lean" that, unfortunately, means just…
Smaller Airline Batches Hurt the System?
Small Jets, More Trips Worsen Airport Delays - AOL Money & FinanceHere's a free version of an article that…
Hotel Housekeeping Overprocessing, Waste, and Customer Annoyance
I'll try to lighten things back up a bit. I may have written about this before, but as a frequently traveling…
You Need Quantity AND Quality
Mishandling Has Spiked Since Liquid Ban Reduced Carry-Ons - washingtonpost.comWith the new security rules in…
OK, So It’s Not the "Lean Travel" Blog
I know not everybody travels, so y'all might not be concerned about attempts to see lean (or NON lean) practices in…
Some Poor Problem Solving
More travel adventures... I woke up this morning and got into the shower. I was surprised that the soap and…
Some Misguided Error Proofing?
Hilton hotels introduced a new standardized alarm clock that seems to be in all Hilton properties now (including…
Wrong Visual Controls and a Lack of Problem Solving
My travel adventures continued... lack of lean concepts abound. The only highlight in my travel was that former…