Originally Posted by
AerialPerspective
That'd be to study the 'Customer Touch Points'... seriously, the BS this company goes on with... including VA and their 'customer lens walk' - where a manager takes 30 minutes valuable time to walk the path taken by a passenger to look for 'service impediments'... or 'sub-optimal' whatever... call me old fashioned but what happened to putting people in management positions who bloodywell know what the hell they're managing and get on with it... instead rubbish and vacuous terms like 'customer journey management' are invented to make it look like people's jobs have a purpose. No doubt filled with aviation know-nothings and imposters who have an MBA.
Actually, getting managers to experience the business exactly as customers experience it was once seen as a breakthrough methodology towards fixing the business right, smashing bureaucracy, and demolishing the head office ivory tower syndrome.
SAS Airlines was turned around in the early 80s by a guy called Jan Carlzon who later published his very simple approach in a slim volume entitled Moments of Truth, utilising ideas like this. Should be compulsory reading not just for aviation managers but for management in any business that serves customers.