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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 during these difficult times. He cites examples ranging from in-flight wine selection, to disabled access at Heathrow, to baggage collection, to flight rescheduling and contingency plans in the face of staff strikes and the recent Icelandic volcano ash cloud and discusses lessons learnt from the customer-led projects.