The Horizons Tracker

JULY 15, 2020

The airline industry has been one of the hardest hit, with roughly 100,000 fewer flights made per day. Data from the UK’s Department for Transport reveals that travel is down significantly, with car travel down roughly 60%, bus travel down around 90%, and train and underground travel down nearly 100% compared to normal levels.

Travel 87

Travel Energy Efficiency Airlines 87

CO2

DECEMBER 19, 2012

During a period in the late 1990′s, Korean Air had more plane crashes than any other airline in the world. Yet, their pilots (and co-pilots) were impeccably trained. So, why the rash of crashes?

Emotional Intelligence 102

Emotional Intelligence Self-aware Airlines Insurance 102

HR Digest

OCTOBER 6, 2018

Here’s something to ponder on: Employers invest time and resources hiring and training employees. The company is going to have to shift internal resources or pour in more funds to accommodate the absence of a trained employee. Train Employees for Management & Additional Responsibilities. Leveraging Internal Talent.

Learning Curve 40

Learning Curve Training Short-term Competitive Advantage 40

Surviving Leadership

JUNE 29, 2017

Whether or not you personally like Southwest Airlines (and I love them, so there), you can’t argue with their success in a tough industry. And they attribute it to their “culture” – from how they operate, to how they hire, to how they make, spend, and save money.

Human Resources 70

Human Resources Diversity Airlines Learning-by-Doing 70

Harvard Business Review

OCTOBER 10, 2011

Southwest Airlines is often used as a case study for a well-run business: it's consistently more profitable than its competitors, it's very disciplined about how it operates, it's customers are happy. From an operations standpoint, they use Boeing 737's for every flight, simplifying training and maintenance. No problem.

Airlines 10

Airlines Brand Short-term Price 10

Harvard Business Review

JANUARY 27, 2016

As president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, he’d been under enormous pressure in recent months. “I have no education or training to do anything else. Kentaro Hayashi buttoned his uniform shirt and wondered if he could really pull this off.

Case Study 8

Case Study Airlines COO CFO 8

Harvard Business Review

APRIL 12, 2017

United Airlines has leapt into a brand disaster of mythic proportions. The incident, along with some other recent brand missteps, highlight some basic realities about the world companies operate in today. United (and its airline peers) had better wake up fast to this new reality as well. Three themes seem critical.

Airlines 13

Airlines Brand Video Operations 13

Harvard Business Review

JUNE 12, 2015

That’s because the systems gather performance, weather, flight path and other data and feed it over the Industrial Internet to the cloud, so that it can be crunched by software and analytical engines built and operated by GE Aviation’s Flight Efficiency Services unit. Doesn’t seem like much?

Airlines 8

Airlines EVA Efficiency System 8

Harvard Business Review

JULY 9, 2018

But it’s particularly difficult for large, traditional firms , especially those which operate in consolidated, non-growth industries (think pulp and paper, steel, airlines) and which are often located away from the metropolitan areas where data scientists live. There were no processes in place to share the learning.

Bottom-up 9

Bottom-up Operations Training Efficiency 9

Harvard Business Review

APRIL 26, 2011

That's exactly what Portuguese airport operator ANA Aeroportos de Portugal did in its quest to attract more major airlines and connecting routes. Their findings quickly confirmed that ANA's focus on its customers' customers would benefit the airlines, as well.

B2B 15

B2B Airlines Travel Stage-Gate 15

First Friday Book Synopsis

AUGUST 10, 2011

Hopefully, a high percentage of those who share a workplace — at all levels and in all areas of operation — are positively and productively [.]. Over the years, I have probably read and then reviewed about 65-70 books in which their authors discuss one or more aspects of organizational culture. A few address employee engagement.

Review 80

Review Operations Productivity Products 80

Harvard Business Review

JULY 25, 2014

I decided to test his claim by interviewing current and former C-suite executives, including Bob Crandall, former CEO of American Airlines; David Norton, former CMO of Harrah’s casinos; Will Ethridge, CEO of Pearson Education; and Pat O’Keefe, former CEO of Watts Water Technologies. They saw the casino business as a great numbers experiment.

CEO 11

CEO Norton Airlines Short-term 11

Harvard Business Review

DECEMBER 2, 2016

For example, they learned about scheduling from the just-in-time practices of the upscale Dutch supermarket chain Albert Heijn and KLM, the Netherlands’ flagship airline. An example of a more complex change to the hospital’s operations is the newly created culture and training program called “Eye Care Air.”

Health Care 8

Health Care Airlines CFO Operations 8

Harvard Business Review

MARCH 28, 2017

It doesn’t take a tremendous amount of training to begin a job as a cashier at McDonald’s. We don’t often think of it, but the same is true of commercial airline pilots. We take comfort that airline transport pilot certification is regulated by the U.S. And they improve as they serve more customers.

Company 8

Company Wilde Airlines Transportation 8

Harvard Business Review

OCTOBER 12, 2016

Let’s look at an example that most of us directly interact with for hundreds, if not thousands, of hours annually: the airline industry. Pilots are a critical pool of talent for an airline; there must be a sufficient supply with appropriate skills to operate the airline.

Airlines 8

Airlines Disaggregation Customer Loyalty Competitive Advantage 8

Harvard Business Review

JANUARY 16, 2015

At a reception for JetBlue’s most frequent Mosaic flyers, I had the opportunity to listen to the airline’s top management discuss its ambitions to improve operations and enhance customer experience. In other words, Hointer is figuratively — if not literally — training its customers to shop on their own terms.

Competitive Advantage 8

Competitive Advantage Airlines Retail Supply Chain 8

Harvard Business Review

JUNE 7, 2013

The digital marketer who effectively runs Qantas Airlines'' highly regarded — and very successful — loyalty program has an unusual iPad problem. Flight attendants on Australia''s flagship carrier can now get up-to-the-minute data on the airline''s most elite and valued frequent flyers displayed on their onboard tablets.

Marketing 8

Marketing Airlines Workshop Loyalty 8

Harvard Business Review

JUNE 28, 2011

Dick Murphy, a former mayor of San Diego, laid out a still-viable plan some ten years ago: "The Camp Pendleton idea is to operate what I would call Southern California International Airport on a piece of Camp Pendleton. One potential solution is prominent — a new international airport at the south end of Camp Pendleton.

Resources 11

Resources Airlines Real Estate Long-term 11

Harvard Business Review

FEBRUARY 13, 2015

Train employees on how to deal with abusive customers. Your employees may be operating under the “the customer is king” cliché, and may be trying endlessly to please every whim. Companies often do not conduct special training to handle entitled and abusive customers, therefore leaving employees to improvise.

Reis 8

Reis Airlines Morale Hotels 8

Harvard Business Review

NOVEMBER 17, 2015

Managers are trained, developed and evaluated to lead people in accordance with the human values top management espouses. These practices have allowed Southwest Airlines to develop high employee commitment, to be admired for their customer service, and to outperform the industry. It cannot be done with a simple training program.

Company 8

Company Teamwork Commitment Airlines 8

Harvard Business Review

JULY 20, 2016

Investing in training and development, providing career opportunities, paying good wages and benefits, designing jobs to promote teamwork, and engaging employees to find ways to improve operations and customer service all are part of what’s called a high road business and good jobs strategy.

Long-term 8

Long-term Airlines Health Care Short-term 8

Strategy Driven

OCTOBER 21, 2011

Twelve cases are written as narratives with multiple teaching points, but without a focus on a particular business decision; the remaining twenty-three cases were written around specific conundrums related to strategy, operations, finance, marketing, leadership, culture, human resources, organizational design, business model, and growth.

Learning-by-Doing 62

Learning-by-Doing Price Bottom-up Finance 62

CO2

JUNE 29, 2010

The 9/11 terrorist attacks; the Mumbai, Bali, and London Tube bombings; the attempted bombing of a Delta airlines flight in December 2009; and suicide bomber attacks in Iraq and Afghanistan are examples of the personal magnetism of Oussama Bin-Laden and the Al-Qaeda cause.

Executive Coaching 129

Executive Coaching Execution Blog Self-aware 129

Women on Business

JANUARY 24, 2011

But many businesswomen are so overwhelmed with running day-to-day operations, there is little or no time to do a good job at casting the net of promotional effort out—whether through community activities, donations, networking events, promotional campaigns, public relations initiatives, or advertising—it is NEVER enough!

Press Release 100

Press Release Discount Sharpe Advertising 100

Harvard Business Review

APRIL 18, 2011

About one quarter of these CCOs formerly held operations positions. The Boeing Training & Flight Services division, a 1,500-employee group at The Boeing Company that serves 500 airline customers in over 90 countries, sought to accelerate growth by reorganizing around the customer. They have power and influence resources.

B2C 14

B2C B2B Forrester Budgeting 14

Harvard Business Review

AUGUST 2, 2018

How companies are using artificial intelligence in their business operations. People do not need to know how to fly a plane to be able to spot sensible new airline routes. They are “trained” to spot patterns using an existing set of data inputs and outputs. Insight Center. Adopting AI. Sponsored by SAS.

Learning-by-Doing 11

Learning-by-Doing Software Technology Travel 11

Harvard Business Review

AUGUST 24, 2017

After all, there’s a subtle difference in how these two disciplines train people to understand and manage risks: Legal training focuses on the downside of particular actions, while business training may emphasize the upsides for shareholder value from risk taking. Second, we examined firm behaviors across CEO types.

CEO 8

CEO Accrual Accounting Pharmaceuticals Banking 8

Harvard Business Review

MAY 22, 2018

Students, workers, and retirees are protesting, targeting trains, airlines, retirement homes, universities, and government offices. In 1995 a train strike paralyzed France and forced the government to back down from its proposed reform of the railway sector. However, this time, things seem different.

Proposal 8

Proposal GDP Airlines Transportation 8

Harvard Business Review

AUGUST 29, 2018

One airline paired its automation efforts with its customer service training so that agents could spend more time looking fliers in the eye and talking to them, and less time staring at a screen and typing. When you focus on the roles people will play and augment human labor with digital labor, you multiply your results.

Strategy 8

Strategy Content Enterprise Architecture Agility 8

Harvard Business Review

SEPTEMBER 15, 2017

How could a well-trained crew flying a modern airliner so abruptly lose control of their aircraft during a routine flight? For most pilots, automation usually ensures that operations stay well within safe, predictable limits. The tragic crash of Air France 447 (AF447) in 2009 sent shock waves around the world.

Technology 8

Technology Airlines System Learning-by-Doing 8

Modern Servant Leader

JUNE 15, 2018

I think the work that Duane Trammell and Ann McGee-Cooper and their associates have been doing with companies like Southwest Airlines and TDIndustries are stellar examples of what can be done within organizations once they make a commitment to servant-leadership. Ben : I love it. Larry : It’s a good example. Ben : Yeah.

Greenleaf 125

Greenleaf Servant Leader Leadership Learning-by-Doing 125

Harvard Business Review

FEBRUARY 15, 2013

And a great potential source of talent with the right skills are professionals who change career lanes — people with experience and training in accounting, finance, human resources and strategy who leave corporate jobs to follow their passion to have a social impact. About 75% come from the private sector.

Chief Operating Officer 8

Chief Operating Officer How To Airlines Long-term 8

Modern Servant Leader

JUNE 15, 2018

I think the work that Duane Trammell and Ann McGee-Cooper and their associates have been doing with companies like Southwest Airlines and TDIndustries are stellar examples of what can be done within organizations once they make a commitment to servant-leadership. Ben : I love it. Larry : It’s a good example. Ben : Yeah.

Greenleaf 100

Greenleaf Servant Leader Leadership Learning-by-Doing 100

Harvard Business Review

DECEMBER 23, 2016

” Members from each partner organization rate the alliance in areas related to strategic fit, operational fit, and cultural fit. Similar failures among cockpit crews can lead to airline crashes. Train key alliance personnel to listen and make space for disagreement and conflict.

Productivity 8

Productivity Products Survey Strategic Fit 8

Harvard Business Review

MARCH 4, 2013

But for all the effort to structure legal and economic issues after a disaster occurs, it is far, far better to address critical operational issues — relating to safety culture, process and management — to prevent one. Significantly improving education and training of BP personnel to enhance capability and competency.

CEO 8

CEO Outsourcing Supply Chain Reputation 8

Harvard Business Review

JANUARY 21, 2011

Nevertheless, companies that live and die on operational excellence — such as Amazon.com, FedEx, Southwest Airlines, and Wal-Mart — must continually improve their key processes. Then explain the role, set expectations, and further train and coach your process owners in process improvement, persuasion, and coaching.

Process 15

Process Supply Chain Balanced Scorecard Engineering 15

Harvard Business Review

MARCH 17, 2016

airline industry in the early 1990s highlights this distinction. Don’t engage in over-the-top discounting that trains customers, both in B2C and B2B markets, to buy cleverly on price and price alone. First, we should not confuse a fundamentally low-price position with the decision to wage a price war. Don’t fight them.

Price 8

Price Airlines Govindarajan Advertising 8