article thumbnail

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. This is a cultural problem. Creative Training Would Have Helped.

article thumbnail

Can Airlines Survive the Worst Year in Airline History?

Linda Bernardi

2020 has been a horrific year for the airline and hospitality industry and one which will go on for potentially another year, with so many mass events going virtual. Also, cultures are changing, and millions of deals are being closed without needing/using in-person meetings. This culture/societal shift could be permanent.

Culture 26
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

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. then create new.

article thumbnail

Changing Culture: Speaking Up at Boeing

Michael Roberto

Source: Wikipedia Julie Johnsson wrote a story for Bloomberg this week about the attempted cultural transformation at Boeing. The article focuses on efforts led by Chief Aerospace Safety Officer Michael Delaney to transform the culture and improve problem detection in the manufacturing and engineering operations at the firm.

Culture 26
article thumbnail

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. then create new.

article thumbnail

Boeing 737 MAX: Company Culture and Product Failure

Michael Roberto

Source: Picpedia My latest case study, Boeing 737 MAX: Company Culture and Product Failure , has been published this week by the University of Michigan's William Davidson Institute. However, the Federal Aviation Administration (FAA) allowed airlines to continue flying the jet, while Boeing worked on some changes to the MCAS software.

Culture 26
article thumbnail

Overcoming fixedness before being locked in amber

Jeffrey Phillips

Or, as I'll explore below, we give into a perspective that suggests that many issues, conventions, regulations and cultures are fixed, unable to move. The reason these outsiders can so easily disrupt an existing industry is because they haven't been paying homage to the conventions and cultures that built the industry or market.