Pursuing optimisation and efficiency is admirable, if it is balanced with innovation and customer insight. But when optimisation becomes a technical pursuit, then what should be the real goal of optimisation, delivering greater value to customers, is often lost in translation.
“Our United Customer Commitment: We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day. …
Things have gotten too complicated. Everywhere around us, instead of working with what is already there, we add layers of rules / regulations / processes / functions and make things harder to understand and use. It’s time to introduce the Chief Destruction Officer.