A plane delay... seen from an academic perspective (part 1)

21/03/2015 Aplanedelay...seenfromanacademicperspective(part1)ManagementAccounting data:text/html;charset=utf8,%3Cdiv%20class%3D%22postinfo%22%20style%3D%22paddingbottom%3A%205px%3B%20fontsize%3A%2012px%3B%… 1/1 Aplanedelay…seenfromanacademicperspective(part1) ByJoãoonMay13,2013at10:00am PostedIn:Ch20ManagingQuality&Time Buyourbookhere. Somemonthsago,ItravelledtoworkwithMartinQuinninajointpaper.Attheairport,uponthe boardingwarning,everyonegatheredatthegate.Butsomeonewarnedthatboardingwouldnot happenstraightaway,andthecrowdstartedtodisperse–andIjustfollowedthecrowdandtooka seat.Later,anewboardingannouncement–andanotherlongwait,andanewannouncementthat boardingwouldonlybemademorethan1hourlater.Thistime,however,theannouncement includedaninvitationtogotothenearestcafétogetsomefoodanddrinks. Needlesstosay,thecrowdwasquiteefficientinrushingtothecafé.Thechoicewas(asexpected!) ratherlimited;Icertainlydidnotgetthecaviarbasedmenu!Later,asIfinallyboarded,Ilearnedthat aplanehadbeenbroughtfromBarcelona,sincetheprobleminthedoorofthepreviousplanecould notbereadilyfixed. Fourdayslater,Ireceivedthisemailfromtheairlinecompany: “DearJOAOOLIVEIRA, Wearewritingtosayhowsorryweareforthedelaytoyourflight(…).Regrettablythiswascaused byatechnicalissuewiththeaircraft.Asaresultofthiswehadtoarrangeforanalternativeaircraft sothatwecouldcontinuewithyourservice. Safetyisournumberonepriorityandweworkhardtoensurethatallouraircraftaremaintainedtoa highstandard.Unfortunatelyfromtimetotimetechnicalfaultsdooccurandwealwaystake immediateactiontoaddressanyissueswhichonthisoccasionhasmeantadelaytoyourflight. Werecognisetheinconveniencethatthiswillhavecausedyouandwouldliketoassureyouthatwe strivehardtoprovidethebestpossibleservicetoallofourcustomersandhopethatyouwillgiveus anotherchanceinthefuture. Yourssincerely, (…)CustomerServices Aspartofourcontinualimprovementprogrammewewouldlikeyourfeedbackregardinghowthe delaywashandledbyourairportstaff.Ifyouwishtoparticipateinthispleaseclickhere.”  Whythisstory?Itallowsidentifying,directlyorindirectly,varioustypesofCostsofQuality,analysed inchapter20.Haveagoandidentifythem,andchecknextweek’spostformyviewonthis!