Lean

Can Empathy lead to the Voice of the Customer?

Can Empathy lead to the Voice of the Customer?

This post has been on the drafting table for a couple of weeks now as the concept of Lean Six Sigma in an airport environment continues to push my mental-gymnastic abilities. It started a couple of weeks ago when Dubai Airports announced on LinkedIn a new policy to reject at check-in baggage that lacks a flat surface

I understand that the airport company must be seriously concerned about mis-tracks and other baggage handling system issues that result in delayed and lost bags. But in reading the announcement, I couldn't shake the feeling that something was missing in this decision and after much pondering, my thoughts have centred on the concept of Voice of the Customer (VOC).

Lean Six Sigma for Airports: My "Meet Cute"?

Lean Six Sigma for Airports: My "Meet Cute"?

I have a confession: For quite a while I didn't really get how the "manufacturing" mindset, in so far as it relates to the concept of Lean, applied to airport operations. I couldn't grasp the application of the philosophy to the airport. 

What is our product? What are we making? 

I think, finally, the meaning of it all has given me a glimpse of its power and I'm keen to learn more. And in my usual style, I plan on doing that publicly, here, on this blog.

Image credit: Neville Wooton