ANOTHER OPPORTUNITY FOR SOUTHWEST TO INNOVATE, USING TECHNOLOGY THEY ALREADY HAVE
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Last year I complemented Southwest Airlines on their joint use of social and technical systems in the design and implementation of their numbered boarding system. Now I will compliment them on continuous improvement, and their gate agents – and offer them a suggestion that may be applicable in your own environment.
The picture I showed in my earlier post showed rotatable, numbered signs. Southwest’s improvement is to use video monitors to explain the system, and to change the numbers as different groups board. These instructions (and some others) cycle through before the boarding process begins. They also use them to do short promos. My suggestion is to use the time not used up by the instructions and promos to provide customer education. Things like short videos demonstrating:
The picture I showed in my earlier post showed rotatable, numbered signs. Southwest’s improvement is to use video monitors to explain the system, and to change the numbers as different groups board. These instructions (and some others) cycle through before the boarding process begins. They also use them to do short promos. My suggestion is to use the time not used up by the instructions and promos to provide customer education. Things like short videos demonstrating:
- How backpacks and bags worn by people in the aisle can smack the person in the aisle seat if the aisle folks turn abruptly
- The outcome of slamming your seat back when the person behind you has a beverage or laptop on their tray table (though SW does limit the amount their seats go back – thank you!)
