A week ago, the Department of Transportation unveiled a very exciting, new initiative: the Airline Customer Service Dashboard. Here is a snapshot of what you see if you visit their website (at the time I was writing this post): And, The explanation is clear:
Prof. Allon, a great read. 1 of your more equation backed reasoning :).
Metrics and dashboards are great drivers to focus on behavior and hence drive improvements / efficiencies. However, follow through with the right processes are key to sustainability.
In this case the airlines could drive away passengers, intentional or not, with cumbersome processes (long queues to get vouchers, forms, etc.). The added operational costs and processes need to be seen all the way through till serving the passenger for this added benefit. Else the airline may look good on the dashboard but leave behind a frustrated customer.
Completely agree. The downside of these dashboard is that every airlines knows now what they need to do to "look" good. But we may (and I hope we don't) end up in an equilibrium where everything look and sounds good, but the reality is quite different.
Prof. Allon, a great read. 1 of your more equation backed reasoning :).
Metrics and dashboards are great drivers to focus on behavior and hence drive improvements / efficiencies. However, follow through with the right processes are key to sustainability.
In this case the airlines could drive away passengers, intentional or not, with cumbersome processes (long queues to get vouchers, forms, etc.). The added operational costs and processes need to be seen all the way through till serving the passenger for this added benefit. Else the airline may look good on the dashboard but leave behind a frustrated customer.
Suraj
(Long time reader, first time commenter!)
Completely agree. The downside of these dashboard is that every airlines knows now what they need to do to "look" good. But we may (and I hope we don't) end up in an equilibrium where everything look and sounds good, but the reality is quite different.