« Manitowoc Leads the "Revival" | Main | Creating an Internal Manufacturing Competency »

24 July 2008

Comments

Quite a contrast to the Northworst flight I recently had when I sat next to a NW pilot deadheading. The pilot and the flight attendandant spent the entire ninety minute flight complaining about their jobs, company, customers, coworkers, etc. Real nice.

Great story. Thanks for sharing. Reminds me of some others I've read recently, highlighting the importance of the small interactions we have with customers. Check out this about Randy Pausch:

http://darmano.typepad.com/logic_emotion/2008/07/disneys-1000000.html

And this "6 Laws of Customer Experience":

http://experiencematters.wordpress.com/2008/07/22/free-book-the-6-laws-of-customer-experience/

I'm tired of hearing airline employees complain while I'm traveling. I'm certainly sympathetic to their treatment by management, but keep it "backstage" as they would say at Disney.

You don't need to be complaining about your employer in front of customers, regardless of the circumstances.

I see this on American all the time... staff working at the airport lounge, flight attendants in the galley, etc.

Verify your Comment

Previewing your Comment

This is only a preview. Your comment has not yet been posted.

Working...
Your comment could not be posted. Error type:
Your comment has been saved. Comments are moderated and will not appear until approved by the author. Post another comment

The letters and numbers you entered did not match the image. Please try again.

As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.

Having trouble reading this image? View an alternate.

Working...

Post a comment

Comments are moderated, and will not appear until the author has approved them.

Subscribe

Search the Blog

Gemba Academy

Superfactory

  • Resources for lean excellence
    - Articles | Books
    - Events | Glossary
    - Topic Resources | eNewsletter
    - PowerPoints | Videos
    - Virtual Tours | Lean History

    PowerPoint
    Presentations

    Lean Manufacturing
    Lean Overview - 3P - 5S - Jidoka - Kaizen - Value Streams - Visual Factory - Pull - JIT - Kanban - Quick Changeover - Cellular Manufacturing - Standard Work - Theory of Constraints - TPM - TWI

    Lean Enterprise
    Lean Manufacturing - Lean Office - Lean Accounting - Lean Design - Lean Project Management - Lean Sales & Marketing - Lean Supply Chains - Hoshin Planning - Lean Enterprise Assessment

    Quality
    SPC - Root Cause Analysis - Six Sigma - FMEA - ISO 9001 - Mistake Proofing

    Business
    Balanced Scorecard - Design for Lean - Cost Accounting - Capital Budgeting - Competitive Intelligence - Knowledge Management - Job Design - Outsourcing Strategy - Supply Chain Strategy - Strategic Management - Project Management

    Safety
    Accident Investigation - Biosafety - Chemical Spills - Hazard Communication - and 35 more

     


    Factory Toolbox


    Over 500 forms, procedure templates, and tools for download.

    Lean Toolkit - Procedures Toolkit - Quality Toolkit - Tools and Forms Toolkit - Engineering Toolkit - Materials Toolkit - Safety Toolkit - HR Toolkit - Six Sigma Toolkit - Finance Tookit

The Book

  • Evolving Excellence
    Thoughts on Lean Enterprise Leadership

    by Kevin Meyer and Bill Waddell

    A 458-page edited and categorized compilation of our favorite posts! All for only $29.95.

    More information

    All 1500+ pages of Evolving Excellence from January of 2005 through July of 2008, including comments and reference sources, is now available in a series of six e-books. Perfect reading for those long plane rides to visit your farflung factories...! The entire series for only $10, which helps cover our costs.

    Purchase and download now!

Sponsors

Other

  • Copyright © 2004 - 2008
    Factory Strategies Group LLC.
    All rights reserved.