BA Staff Strikes, the Icelandic Ash Cloud… Lean Leadership in Testing Times

Helen Winsor

It's been a difficult year all round for many European airlines. Not only did they have to contend with the ongoing downturn in passenger numbers and business travel, but also had the fall out (pardon the pun) from a certain unpronounceable Icelandic volcano to contend with. Martin Pope, Lean CI Manager for the Customer Department at British Airways, joins the PexNetwork to discuss how BA has used customer feedback and Process Excellence to achieve cost efficiency and service benefits even durin...
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