Performance by Kevin McManus
Industrial Engineer’s monthly column about performance improvement (August 2011)
No lines, no waiting
One month on the road strongly reinforced why I am an industrial engineer and why the world needs more of us. I experienced the processes associated with eight different hotels, six airline flights and airports, three rental car agencies, a theme park, a cruise line and a conference. Since I do this type of travel a lot, I’ve come to view these times away from home as supplier benchmarking visits. Unfortunately, I have limited leverage on these suppliers, although I do give feedback. And it is rare not to get hit by a defect when going through the most basic processes in the service industry.
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