2 Comments
Sep 15, 2022Liked by Gad Allon

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!)

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