Lessons From Airline Industry Downtime

Daniel Burrus

If you were one of the millions of travelers impacted by the technology breakdown of two major airlines a few months ago, you have my sympathies. But condolences aside, the unexpected and massive shutdown should serve as a warning to us all about the significant risks associated with an aging and often volatile IT infrastructure—that, and the value of being anticipatory with regard to changing IT requirements.

Branding Strategies – A Scary Mistake for Southwest Airlines


I’m not sure where to start with the brand experience problems for Southwest Airlines in this picture. The entire Southwest Airlines ticketing area was decorated for Halloween. No, the Southwest Airlines ticketing area went with an over the top death theme for its Halloween decorations: multiple hanging skeletons, ghosts, and tombstones (sitting on an overhang, front and center) featuring RIP (Rest in Peace) on them.

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Ten Things United Airlines Might Have Done

Gregg Fraley

Improving Customer Service at United Airlines Requires a Paradigm Shift and Recognizing They Have a Problem. 10 Things United Airlines Might Have Done (see below). Once again we have an incident of extremely poor customer service from a major airline. United Airlines is a jaded, faded, uninspired, culture — that will die — unless they pull out of this lack-of-innovation, and lack-of-consumer-empathy death spiral.

Change Management and the Structure of Innovation

Innovation Excellence

It also encompasses process and structure, where change. Innovation change management heirarchy Holacracy Malaysian Airlines Organizational Structure P&G Shimano WalgreensOften innovation is cast in the minds as a pure product related process. Apple’s iPod to iPhone to iPad, for example, is, perhaps, a perfect reflection of how most people would define innovation. But innovation doesn’t have to be limited to product design and new product ranges.

Southwest Airlines President: ‘If You Don’t Like Change, You’re Going to Hate Extinction’

Innovation Leader

We spoke with President Tom Nealon about how Southwest is working to address customer and employee pain points

Strong Airline Profitability? Is it Really About Fees?

Michael Roberto

Source: Dallas News For decades, the airline industry has been characterized by abysmal profits. The list of airline bankruptcies is seemingly endless. airline industry profitability is very strong at the moment - "healthier than ever" according to the headline. The newspaper credits the litany of fees charged by airlines for the strong income numbers: Profit per passenger at the seven largest U.S. airlines averaged $19.65 airline industry Southwest airlines

The Risks of Sticking with Legacy Technology

Daniel Burrus

In a world of exponential change, legacy technology is trouble. In July 2016, Southwest Airlines canceled 2,300 flights when a router failed, delaying hundreds of thousands of passengers. Legacy technology is like that old pair of jeans you wore as a teenager. They are comfortable” was always your answer to any inquiry.

United Airlines Eliminates Bonuses, Angers Employees

Michael Roberto

News reports this morning indicate that United Airlines has announced a significant change to its employee compensation policies. United Airlines President Scott Kirby issued a memo to employees explaining the change. The Points Guy" online travel site obtained a number of employee comments posted over the weekend on tthe airline’s “Flying Together” internal forum (in total, the Points Guy reports that more than 1,700 comments were posted on this forum).

United Airlines Reverses Bonus Policy Decision

Michael Roberto

After a firestorm of criticism, United Airlines has walked back their compensation policy change. Here is an excerpt: "Since announcing our planned changes to the quarterly operations incentive program, we have listened carefully to the feedback and concerns you've expressed," Kirby wrote. " Our intention was to introduce a better, more exciting program, but we misjudged how these changes would be received by many of you. Well, that didn't take long.

Change Your Thinking, Improve Your Results

Daniel Burrus

Change Your Thinking and you will Change your Results. Just ask Delta Airlines , the British bank Tesco or any other company whose legacy software caused breakdowns and data breaches. One example is agility, the ability to respond quickly to changing events and market conditions—a seeming silver bullet. Agility is very important, but the benefit of reacting and responding to change decreases as change itself accelerates.

Robotic Process Automation: what changes with the automation process


American Express Global Business Travel uses RPA to automate the process of canceling an airline ticket and issuing refunds. For example, companies like airlines employ thousands of customer service agents, but customers are still waiting in line. Therefore, as with other technology projects, it is very important to manage the change well. Confira o post: Robotic Process Automation: what changes with the automation process em MJV Technology & Innovation.

Robotic Process Automation: what changes with the automation process


For example, companies like airlines employ thousands of customer service agents, but customers are still waiting in line. Therefore, as in other technology projects, it is very important to implement quality change management, which includes preparing users for the transformation. . Confira o post: Robotic Process Automation: what changes with the automation process em MJV Technology & Innovation.

When Software Can’t Change the Laws of Physics (or Leadership)

Mills Scofield

There have been major 737 design upgrades and changes over the years; it is usually easier to do variations on a theme in terms of design, testing, certification, regulatory approvals, etc. And certainly, proactively notifying airlines and pilots that new training was required should have been a no-brainer. Boeing, FAA, airlines, …) In your business, with your products or services, what are you assuming will ‘fix the problem’? Boeing 737 Max in production.

Using The Both/And Principle To Increase Trust

Daniel Burrus

A few more similarly accelerating technology Hard Trends that increase in-person trust are contact-less kiosks for self-service in retail stores, and hotel and airline check-in using facial recognition and/or voice and smartphone.

What’s Really Happening with United’s Board?

Adam Hartung

The airline consistently ranks near the bottom in customer satisfaction, and on-time performance. But is changing the directors going to change the company? Or is it just changing the guest list for an haute couture affair? Retired since 2004, is Mr. Bethune really in step with the needs of airline customers today? Does he really have a current understanding of how the best performing airlines keep customers happy while making money?

Innovating Now for a Post COVID19 World

Innovation Excellence

COVID19 will change the way we behave, conduct business, and indeed how we innovate for years to come. Exactly how much change we’ll see and what those changes will actually be is still unfolding.

#1,908 – Jet Packs

Greatest. Idea. Ever.

As the LA Times puts it: “It sounds like something out of a movie: An American Airlines pilot calls the control tower at Los Angeles International Airport to warn that his plane just flew past someone in midair — a person wearing a jet pack. But perhaps that’s about to change.

Smisek’s United Ouster – Were You Really Surprised?

Adam Hartung

Since Mr. Smisek organized the merger of Continental (his former employer) with United, creating the world’s largest airline at the time, things have not gone well. Since announcing the merger in 2010, more has gone wrong than right at United: Computer glitches have hounded the airline. Thousands of flights were grounded, distressing millions of customers and wreaking havoc on the airline. Chronic bad experiences have led loyal customers to abandon the airline.

The Internet of Things Is Creating Smart Airports

Daniel Burrus

The technology failures that caused the widely publicized shutdowns of both Southwest and Delta Airlines in 2016 underscored the very real need to update aging IT infrastructure. Thanks to new technology, many other aspects of airline travel have definitely improved. The tools that we ourselves carry have also improved airline travel. For countless travelers, the term “smart airport” is an oxymoron.

Practicing for an emerging future

Jeffrey Phillips

I'll address this more shortly, but as the pace of change increases, as we have more interaction and more trade, as there is more and more widely dispersed technology, the future will be different than today. As we consider what certainly seemed like "givens" in the recent past, we can see how much change has happened in a relatively short period of time, to people who were fairly surprised when these changes occurred.

Entrepreneurs Bring Ideas to Life

Rmukesh Gupta

They beget change. When Richard Branson was mistreated by British Airways, he went on to start Virgin Airlines. For example, one entrepreneur that I know well is Kumar (name changed). They understand that the only thing that is permanent is the wheel of change. Change: Good entrepreneurs know that the wheels of change are always on the move. So, they are always looking for opportunities to initiate change.

“Decouple” the Value Chain to Drive Digital Disruption


In the case of the travel industry, hotels, airlines, and tour operators decided to bypass the travel agencies and offer their services directly to consumers over the internet. However, it does not fill the medications–that’s still done by CVS (though Amazon recently purchased the company for $1 billion so that may change). “Decoupling” the value chain is the next big strategy for digital innovation and business models.

The urge to converge

The Future Shapers

The airline industry is a prime example of a competitive marketplace where no-one gets to rest on their laurels. The low-cost airline (LCA) model was pioneered by Southwest Airlines in the USA in the 1970s, with the sole objective of offering cheaper fares than incumbent airlines. Finnair is a great example of a domestic legacy airline that has taken and sustained a differentiated position.

Strategy to Execution to enable Intelligent Enterprise

Rmukesh Gupta

If the organisation has a history of acquiring new companies and selling them off at a later time at a discount cant suddenly expect that their next acquisition will be different, unless there is a fundamental change in how they approach integrating the acquired companies or products. Great examples are the one’s that I have mentioned above (Alcoa, Southwest Airline, Apple or Amazon). . Premise. All organisation have a stated strategy – one that they would like to execute on.

The Value of One Good Idea


As Doss points out, changing company culture is not easy—it’s an organizational shift that takes time and effort. For example, in 1972, Southwest Airlines was in deep trouble: they had already been forced to sell a number of their aircraft, and were still losing money at a rapid rate. By transforming Southwest into an airline that was extremely efficient (and known for it), Franklin turned the business around almost as fast as one of his planes.

The Hard-to-Abate sectors need innovation solutions to reach Net-Zero Co2 Emissions

Paul Hobcraft

They recognize that being carbon neutral can play a crucial part in their sustainability and Corporate and Social Responsibility (CSR) strategy while enabling them to do their bit for global climate change. The report also states that any scenario that does not involve a reduction to zero will not stop climate change. Since the Earth already reacts strongly to small changes in the amount of CO?, Source: [link].

PESTLED360: Iron Out Key Driving Forces in Your Current Environment and Anticipate Future Ones

Innovation 360 Group

Understanding your external context and the global key drivers impacting your organization prepare you for change. PESTLED illuminates current influences, but more importantly, it alerts you to rapidly approaching changes and market dynamics across industries. So, step one : Major players will not be able to compete on short haul, but the new airline can’t handle all the demand on its own. Support management in seeing what is coming and prepare for change.

Average company lifespan has shrunk to 10 years – Don’t be average!

Innovation 360 Group

WOW Airlines had to cease operations this year while more than thousands of their passengers were in the middle of their journeys. It can happen due to reasons out of your control, like changing cultural values, changing technology, or shifts in customer demographics. Technology is changing so rapidly now that the assumptions you made about the market a few years ago probably no longer hold true. Business Rescue: Part I. Everything is an S-Curve.

Overcoming fixedness before being locked in amber

Jeffrey Phillips

These entrants have little or no stake in how the industry or market is built or its existing business models, and in fact can profit by radically changing the business model. Apple was able to disrupt music distribution and publishing because the form factors changed, the technology (digital versus physical media) changed and the music players themselves changed. When multiple factors are changing, disruption is easier to accept.

Analysis Of The Next-Generation Mobility Value Chain

Corporate Innovation

It is also important for the companies participating in certain parts of this value chain to have broad know-how about transportation regulation so that they can understand how changes in regulations may be affecting them, as well as what regulations will need to be enacted in order to effectively use ACE vehicles to offer on-demand mobility services globally. Table 2 summarizes the areas of expertise car rental companies and airlines contribute to the ACE mobility services value chain.

Crowdsourcing Internal Innovation

Collective Innovation

Enhancement : This is usually a small change to create a difference between other offerings. Line Extension : Takes an existing line and makes a change to set it apart and create differentiation. For instance with airlines, you can create a difference by creating a better user experience if most airlines have the same expectation.

Official Launch of the PESTLED360

Innovation 360 Group

Understanding the external context and the global key drivers prepare you for change. PESTLED can illuminate current influences, but more importantly, it can alert you to rapidly approaching changes and market dynamics across industries. Step one : Major players will not be able to compete on short-haul, but the new airline can’t handle all the demand on its own. 1) Supporting management in seeing what’s coming and preparing for change.

Book Review – Humanocracy by Gary Hamel & Michele Zanini

Rmukesh Gupta

The authors also provide examples of organisations that are already living one of these principles already within their organisations { Svenska Handelsbanken , Vinci , Morning Star , Intel , Bridgewater , Alcoholics Anonymous , Southwest Airlines , 3M , etc}.

Book Review – Humanocracy by Gary Hamel & Michele Zanini

Rmukesh Gupta

The authors also provide examples of organisations that are already living one of these principles already within their organisations { Svenska Handelsbanken , Vinci , Morning Star , Intel , Bridgewater , Alcoholics Anonymous , Southwest Airlines , 3M , etc}. I also believe that this book could not have arrived at a better time than now (covid19) because it is in such crisis, is such fundamental & significant change in management possible to pull off.



Start-ups are agile, their organizational structure promotes innovation and drives change forward?—?this Here are some examples: Coopetition was carried out successfully by the Israeli airline El-Al when they formed their own acceleration and venture capital arm “Cockpit” to invest in promising start-ups all around the world. They partnered with Lufthansa Systems, Boeing and Gate Group to create innovative solutions for the whole airline-industry.

Customer Experience: How customer journey impacts business


Often, changing a word may refer to another conception, that defines the success or failure of a customer interaction. In this video, watch what Richard Branson (Virgin), Jeff Bezos (Amazon), Tony Hsieh (Zappos), Gary Vaynerchuk (Vayner Media) and Herb Kelleher (Southwest Airlines) have to say about the customer experience – the compilation also features testimonial of legendary Steve Jobs, from Apple: Want to know more about user experience?

BMI´s 55 pattern cards: ADD-ON

The BMI Lab Blog

Airlines, car manufacturers, and software companies are usually creating and capturing value in this way. Let´s see some examples of this business model: Ryanair, the European biggest low fare company, founded in 1985, is widely known among their customers for its aggressive pricing strategy, imitated by many other airlines. Pattern description. Add-on pattern card illustration.

Best Project Management and Tracking Tools


Without even signing up, the interactive website shows you how easy it is to change projects’ statuses, timelines, and dashboards. Using Wrike would help you prioritize and schedule projects with the same system as some of the biggest companies such as Google, FitBit and Hawaiian Airlines. By just logging on, your employees can easily see the projects at hand and any recent changes to them.

Tools 135

A new value chain for next-generation mobility

Corporate Innovation

Changes in personal mobility. Let’s begin by reviewing the most important challenges contributing to changes in personal mobility. Pollution and climate change are also impacting the quality of our lives, particularly in cities (and here ). Changes in technology. This is common practice today in the airline industry. Today, each TNC runs its own reservation system, much like airlines used to do in the past.

Shifting Innovation Perspectives for 2019

The Future Shapers

And we looked at new approaches to leadership and its criticality to success both in shaping and delivering the vision as well as in leading through change. For a start there has been a 67% spike in the number of organisations which have increased their funding for change initiatives since 2017 and there has been an 18% uplift in companies which believe they have the culture in place which will enable them to embrace change. [4] 4] Moorhouse Barometer on change 2018-19.

Rediscovering sustainable competitive advantage

The Future Shapers

70% of change programs fail to achieve their objectives?. In summary: our organisations make people miserable, they cannot innovate, they cannot change and as a result performance drops like a rock. What’s even worse is that decades of trying, investing billions and billions of dollars in all sort of programs (from employee engagement to innovation labs) have failed to change these numbers. learns, improves and changes in everything it does.

5 Practices for Leaders of the Future #FutureOfWork

Rmukesh Gupta

This blog post is for you if you plan to become or already are a leader who intends to lead their team in a world where change is the only constant and engagement (employee/customer) is extremely difficult to build. One of the biggest challenges that the future is going to throw at all organisations is their ability to cope up with constant change and to deal with the chaos that follows. Instigate – This is the primary job of a leader – he/she instigates change.

What is Digital Transformation in Business and Why is it Important?

Moves the Needle

Digital products in the hands of customers, such as banking, airline or music apps, represent the last piece of the digitization puzzle since many of the back-end systems and processes became computerized over the last several decades. The fundamental issue: the way people think and work has not changed to fit the new digital reality -- people and processes are the bottleneck. Digital transformation is just as much about changing the company culture as it is about the technology.