Pex Network | Process Excellence Network

Marie Helen joins us and shares distinctions within her industry: "In an airline you have two major indicators of success. One is about customer satisfaction and we are using the Net Promoters Score. The other one is about operational excellence and it is punctuality, basically. Punctuality is something quite difficult to achieve because there are lots of different actors that contribute to having a plane depart on time. You should really be at the gate before departure hour minus twenty minutes. Otherwise it might not be possible really to let you in. Okay. Why is that? It's each of the actors along the line have specific targets to meet. If one delays the whole process by let's say two minutes, it may not sound like a lot, but of course the plane may be delayed a lot more because it has missed its slot."