Going Touchless at Dallas-Fort Worth Airport

Going Touchless at Dallas-Fort Worth Airport

July 26, 2020

Effective operations is not just about doing things right, it’s about doing the right things.  Dallas-Fort Worth Airport (DFW) has emerged as the busiest airport in the world with the recent collapse in air travel due to the coronavirus.  These unexpected conditions have required a sharp and timely pivot for long-planned capital and operating plans.

DFW has the advantage of being both the home base and major hub of one of the world’s largest air carriers, American Airlines.  In addition to the summer ramp up in flights (though still substantially off the usual activity for this time of year), airlines have implemented their own changes by relying on more hub and spoke operations requiring less overall flights routing through central hubs.

DFW is responding to the “new normal” by emphasizing sanitation measures and moving to a more self-service model in luggage check-in and boarding.  Technology is being applied to expedite these changes and simultaneously increasing efficiency (with a 20% reduction in operating costs expected).

This quick response and re-focus of competitive priorities has allowed DFW to maintain and to improve its ability to serve both airlines and wary customers.


Video Spotlight: American Airlines to Lift Continue reading

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Productivity vs. Patient Safety at Walgreens and CVS

Productivity vs. Patient Safety at Walgreens and CVS

Tired employees at Walgreens and CVS are making mistakes that may threaten patient safety.

For some time, pharmacists have argued that understaffed and high-pace work environments are contributing to medication errors and compromising public safety. Management has challenged these allegations but is planning to review the standards used to evaluate pharmacists’ performance.


Video Spotlight: Medication Errors at 24-Hour Pharmacies


This post is based on The New York Times article, At Walgreens, Complaints of Medication Errors Go Missing, by E. Gabler, February 21, 2020, and the YouTube video, Prescription Drug Dispensing Errors Kill 100,000 People Per Year in USby CBSDFW, May 14, 2018. Image source: fstop123/Getty Images.

Discussion Questions:

1. How do Walgreens and CVS try to ensure high levels of productivity from their pharmacists?

Guidance: The productivity index is measured by the ratio of output to input. In this article, the efforts mentioned to boost productivity involve a reduction of inputs through increased quantitative workload and multi-tasking. The high pace of work, lower staffing levels (e.g. elimination of overlapping pharmacists, reduced work hours for technicians), and longer hours contribute to quantitative overload. Answering the phone, filling drive-through and in-store orders, and giving flu shots Continue reading

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Sizzling Airplane Food in Phoenix

Sizzling Airplane Food in Phoenix

Unsafe temperatures in the transport of airline food are even more reasons to dislike it.

During the summer months, the temperature on the tarmac of Phoenix Sky Harbor International Airport is often well above 100 degrees. As food is transported from catering facilities to airplanes, it may reach unsafe temperatures. LSG Sky Chefs’ management and the union representing the catering company’s workers offer different perspectives on the issue and, in the absence of recent FDA inspections, it is difficult to determine whether passengers are actually at risk of food poisoning.


Video Spotlight: Grave Concerns About Airline Food Safety


This post is based on the NBC News article, Airline Catering Workers in Phoenix Say Food Is Getting Too Hot on the Tarmac, by A. Kaplan, L. Bomnin, and V. Nguyen, December 28, 2019, and the YouTube video, Is Airline Food Safe to Eat? What You Need to Knowby NBC News/TODAY, December 27, 2019. Image source: Kasto/123RF.

Discussion Questions:

1. What factors contribute to potentially unsafe temperatures before the food is loaded on a plane?

Guidance: Temperatures in the air and on the tarmac are very high during the summer months. According to some workers, the delivery Continue reading

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