By 2011, according to the International Air Traffic Association (IATA) there will be 4.75 billion airline passengers a year. In other words that’s the equivalent of 3 out of every 4 people on the planet taking a flight in one year, and everyone of those trips involves an average of 1.6 bags per person – that is 7.6 billion bags a year. Every bag has a unique bar-marked id attached, however despite that it is estimated 1 in 100 gets misplaced, involving finding, tracking and reconciling with worried owners. If the ‘lost’ bags were lined up end to end the line they would stretch to the moon and back. (more…)

I was chairing the recent Marcus Evans ‘BPM in Telecoms’ in Geneva and was gratified to see some excellent presentations.

We’ll review a few of the emerging trends over the coming holiday period (just to stop all that partying and merriment getting too much!)

To kick-off this presentation from BT this is the BEST representation I have seen of the differences between Six Sigma and Lean and it is presented to us by BT’s General Manager, Steve Wynn.

Members can access the presentation here.

Business Process Management (BPM) and Customer Expectation Management (CEM) remain ever growing focal points of individual skill development. The “inside word” from large corporations is that BPM and CEM are considered by many to be the cornerstones for 2008 in the continual quest to build and sustain business success.

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How does Disney create their brand of magic moments?

The article last week ‘The World of Magic’ resulted in a series of questions around ‘what is the SCO?¨. Well as it is so often said it isn’t rocket science. In fact it has to be one of the simplest concepts available in business today – and yet so often missed. It is often so simple it is elegant, so let’s review what Disneys SCO might just be…

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For many of us talking and acting the SCO way has become second nature.That means if you are eating and breathing the alignment of your processes towards SCO’s then progressively the original focus begins to shift and in fact we refine and sharpen our ability both to meet and subsequently exceed customer expectations. That’s precisely what is happening in the magic kingdom as we speak.
It isn’t ‘hocus pocus’. It is very direct and is helping Disney achieve that triple crown of reducing costs, improving revenues and enhancing service simultaneously. Well I suppose that may seem like weird magic to some. To others it has become a way of life… so how are Disney weaving their spells and moments of magic that draw us and our kids back time after time? At this point let’s introduce Successful Guest Outcomes.…..

Footnote – Get upto speed with SCO thinking and practice by reviewing the articles in the SCO section

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