Flying into excellence

A company that doesn't have a rigid structure can make it more flexible and innovative - but it can also cause problems: all change must come from a cultural level, without an obvious leader to push through transformation.

Marie Hélène from Air France talks to Seth Adler in this podcast about finding the right mix of approaches to drive change and operational excellence.

'Punctuality is something quite difficult to achieve because there are lots of different actors that contribute to having a plane depart on time ... and it's organisation and it's about decisions that some agents will make on the spot. This is a very real-time process... each of the actors along the line have specific targets to meet and if one delays the whole process by say two minutes, the plane may be delayed by a lot more because it's lost its slot. So it's very important to orchestrate all those processes but those processes are done by people.'