Promoted tweet used to complain about British Airways
There is absolutely NOTHING in the world of Bag management in airports and airlines that causes them to get lost.
This is the same daft argument that destroyed the European and USA based car sectors, and is why most electronics are made in Asia. It is why Nissan et al can build cars in Britain and USA but native car companies die or have to be rescued.
Why don't Apple build ipads in the USA?
Handling baggage is a system. Too many people think it is natural for a system to have errors. It is not. The zero-defect system is called just that. Zero Defects.
The Japanese simply sorted out some bright American thinker's approach to problems, and applied it.
Zero Defects can work anywhere.
This is the same daft argument that destroyed the European and USA based car sectors, and is why most electronics are made in Asia. It is why Nissan et al can build cars in Britain and USA but native car companies die or have to be rescued.
Why don't Apple build ipads in the USA?
Handling baggage is a system. Too many people think it is natural for a system to have errors. It is not. The zero-defect system is called just that. Zero Defects.
The Japanese simply sorted out some bright American thinker's approach to problems, and applied it.
Zero Defects can work anywhere.
Join Date: Aug 2002
Location: Earth
Posts: 3,663
Likes: 0
Received 0 Likes
on
0 Posts
Why don't Apple build ipads in the USA?
Zero Defects can work anywhere.
Its like when I read ISP contracts offering clients a 100% uptime guarantee. No such thing !
Mixture,
It is the assumption that error rates are acceptable that causes error rates.
If the total system - and I mean every little bit of it - including the human bit - is designed for zero error rates, then ZD is attainable.
Soft thinking in many parts of the west allows this to continue.
PS I used to work somewhere where we spent a billion bucks p.a. on IT. I always wondered what 5 9's would look like.
It is the assumption that error rates are acceptable that causes error rates.
If the total system - and I mean every little bit of it - including the human bit - is designed for zero error rates, then ZD is attainable.
Soft thinking in many parts of the west allows this to continue.
PS I used to work somewhere where we spent a billion bucks p.a. on IT. I always wondered what 5 9's would look like.
Last edited by Ancient Observer; 6th Sep 2013 at 16:21.
Join Date: May 2007
Location: Europe
Posts: 1,416
Likes: 0
Received 0 Likes
on
0 Posts
The problem is that the "human bit" is not designed for zero error. Humans are, in other words, capable of making mistakes, and therefore they will do exactly that.
So, to achieve a "Zero Defects" system, you have to eliminate any input by a human, and that is remarkably difficult to do.
This takes us into the study of Human Factors, and design and implementation of Safety Management Systems, the purpose of which is to reduce and foresee human errors, and, in case that doesn't work, to capture and correct them before it's too late.
And bags will continue to go astray until all that is perfected. But I have noticed that things have got a whole lot better than in my time on the ramp, when we occasionally sent whole plane-loads to the wrong place, such as ANH instead of AUH.
So, to achieve a "Zero Defects" system, you have to eliminate any input by a human, and that is remarkably difficult to do.
This takes us into the study of Human Factors, and design and implementation of Safety Management Systems, the purpose of which is to reduce and foresee human errors, and, in case that doesn't work, to capture and correct them before it's too late.
And bags will continue to go astray until all that is perfected. But I have noticed that things have got a whole lot better than in my time on the ramp, when we occasionally sent whole plane-loads to the wrong place, such as ANH instead of AUH.
Join Date: Jun 2009
Location: UK
Posts: 43
Likes: 0
Received 0 Likes
on
0 Posts
@Ancient Observer: Are you seriously claiming that there are no faulty products coming out of Japan/South Korea? I'm sure you genuinely believe what you are saying, but I'd like you to give a verifiable example of any system that truly has zero defects. My point of view is that a zero defect system is one in which people are skilled in covering up defects.
As soon as a system comes up against the general public, there is no way to hide the inherent flaws, and it is in the response to what is a foreseeable event where a good company shows itself.
As soon as a system comes up against the general public, there is no way to hide the inherent flaws, and it is in the response to what is a foreseeable event where a good company shows itself.
Join Date: Sep 2010
Location: earth
Posts: 1,341
Likes: 0
Received 0 Likes
on
0 Posts
I believe the passenger's efforts were great. Those who place justice over money are in a great position. It does set a new standard1000 dollars means very little to very many consumers for a bit of piece of mind. It only benifits the have-nots who can't afford to do something like this but will ride the coat tails into a better customer experience.
If it is slanderous the business has opportunity to pursue it by legal means, nothing new here.
If it is slanderous the business has opportunity to pursue it by legal means, nothing new here.
Join Date: Jun 2009
Location: UK
Posts: 43
Likes: 0
Received 0 Likes
on
0 Posts
@grounded27 - you seem to be missing the point. There was nothing that could have been done. Shouting and bawling couldn't make anything happen quicker than it did. This childish loon didn't do anything to improve customer service except make things potentially more expensive because someone now needs to be monitoring all the sh
ty, pointless social media in case another self-indulgent little moron decides to kick up a fuss.
There is a correct way to make a complaint: start by being private and polite, and elevate to public and polite over a reasonable period of time. It is time more of you "consumer advocates" realised that.
ty, pointless social media in case another self-indulgent little moron decides to kick up a fuss.There is a correct way to make a complaint: start by being private and polite, and elevate to public and polite over a reasonable period of time. It is time more of you "consumer advocates" realised that.
Join Date: Aug 2013
Location: Northern Europe
Posts: 88
Likes: 0
Received 0 Likes
on
0 Posts
@peakcrew, Ancient Observer is right. If you want to build a truly reliable system, you have to aim for zero defects. Of course, you can never truly achieve that, but that is what you must strive for and you can come close.
It's all in the mindset. If you are developing computer software, say, then you will of course test your software. But what is your motivation for testing? Is it
1) to find the errors in the software so that it can be corrected.
or is it
2) to confirm that the software is free from errors.
In the first case, then you accept errors as a natural part of your development process, you plan to find the errors during testing and you will have lots of them – also lots that you don't find but the customer will.
In the second case, you don't accept errors, you develop with the express aim of not having any and the ones you still find are seen as failures. In this case the software you deliver will be of much higher quality.
It's all in the mindset. If you are developing computer software, say, then you will of course test your software. But what is your motivation for testing? Is it
1) to find the errors in the software so that it can be corrected.
or is it
2) to confirm that the software is free from errors.
In the first case, then you accept errors as a natural part of your development process, you plan to find the errors during testing and you will have lots of them – also lots that you don't find but the customer will.
In the second case, you don't accept errors, you develop with the express aim of not having any and the ones you still find are seen as failures. In this case the software you deliver will be of much higher quality.
