Posts Tagged ‘Airlines’

Airlines and Quality of Service

The latest debate on air travel concerns whether a person should recline his or her seat if it inconveniences the long-legged person behind them.  Further, should the person behind be allowed to use the Knee Defender device that blocks a seat from reclining?  There have been thousands of impassioned opinions posted on the overall issue. […]

Plucking Geese

Over the past two years, I have become a frequent train traveler between New York and mostly Washington, but also Albany and Boston.  The Acela is more expensive than flying but much more convenient and usually on time. The other Amtrak trains provide much poorer service. Delays are frequent; an hour or more is not […]

How Great Companies Transform — Then Fizzle

From many years in Atlanta, I have known many UPS executives, including CEO Mike Eskew who led the transformation of UPS from a package delivery company to a global supply chain services company.  I use a case study of this transformation in my classes and workshops on enterprise transformation.  It is one of my favorite […]

It’s Really Tough

You are leading a very successful enterprise in airplanes, automobiles, mobile devices, healthcare — or perhaps higher education. The business model that got you to where you are — successful, profitable — seems to be faltering.  The growth of revenue is diminishing while costs are escalating.  The costs of infrastructure — physical, financial and human […]

System-Enabled Incompetence

I wrote early last year about Delta Air Lines transforming a great airline into a bus line.  I really did not anticipate how bad Delta’s performance could get. I was in Houston on Thursday waiting for a flight to Atlanta. When I checked in at the kiosk, Delta offered me the opportunity to stand by […]

Transforming Air Lines to Bus Lines

I have been a frequent flyer for almost 30 years on Delta Air Lines.  I’ll soon reach 3,000,000 miles.  I’ve been everywhere with Delta, both as my conveyance to adventure and my safe passage home.  I’ve had countless drinks, lots of ice cream sundaes, and many fascinating conversations and heart-felt laughs, all on Delta, flying […]