In lean manufacturing, the agenda is to identify and eliminate non-value steps in the process to streamline operations, improve quality and build customer loyalty. The three types of waste that can be found in an entity include overproduction, defects, and motion. Manufacturing companies, for instance, can address the issue of over production by employing just in time manufacturing. Similar companies should eliminate defects by establishing controls that ensure there are no defects in the manufactured products. Any unwanted motion should be reduced, and employees should only make necessary movements. Developing an automated system ensures that no unwanted movements take place in the production process, therefore, disrupting the system.
A lean services system is one that considers expenditures on non-value adding activities to the customers as wasteful. Such a system aims at eliminating wastage in the system, therefore, improving the efficiency of the entire organization. Southwest airlines have for instance experienced consistent profits despite the challenges faced by the aviation industry. They have also managed to deliver efficient and timely services. The airline introduced bags fly free whereby they charge nothing for the first and second bag. Additionally, the airline has ticketless travel increasing customer satisfaction and turnaround time. The crew members also contribute towards timely takeoff and landing managing to overcome wastage from congestion in the airports. Lastly, the airline has managed to provide affordable service by having Boeing 737 while maintaining quality.
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In contrast to Southwest airlines united airlines has faced challenges of overbooking including lost customer loyalty and trust. The airline has put in place policies and procedures without empowering its employees to make informed, smart decisions in real time. British Airways is a leading adopter of forward thinking business. However, it has high inventory cost on some of its essential areas. The airline also experiences inconsistent services levels. The company introduced lean thinking and used proposition, process, people and IT solution to deliver its service. Additionally, its cabin crew served both short haul and long haul flights. The company targeted a hundred percent e-ticket and bar code passes and eighty percent self-service checks, therefore, reducing queuing time. The two airlines cannot compete with Southwest Airlines regarding cabin service, boarding processing, baggage handling and service encounters.
Southwest Airlines customers are delighted by the services they receive despite the lack of luxury offerings. It has also managed to reduce the time taken to remove customer baggage, and service encounters are impeccable. This is in contrast with the full-service airlines that have faced problems in handling baggage especially due to their charges and a cumbersome boarding process. Service encounters in such airlines are below par with customer complaining of poor service offering.
Airline carriers can embrace technology to eliminate waste in their services. Similarly, their employees should be well trained and motivated to serve the customers better and to address any challenges as they arise. They should have lean processes and reduce the time taken by its clients at the airports.
