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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Kia Recalls SUVS Due to Fire Hazard

Kia Recalls SUVS Due to Fire Hazard

March 9, 2020

Kia is joining Hyundai in recalling SUVs and minivans in the United States because of an electrical short that is a known fire hazard.

Kia and Hyundai combined have recalled over 650,000 vehicles due to this issue in the braking system computer. Engine fires have been reported for several years now in both Kia and Hyundai vehicles.


Video Spotlight:


This post is based on the CBS News article, Kia recalls over 200,000 SUVs and vans for electrical problems that can cause fires, by AP, February 21, 2020, and the YouTube videos featured in the Video Spotlight. Image source: Shutterstock/piotr szczepanek.

Discussion Questions:

1. Why does there seem to be a systematic issue with engine fires for these manufacturers?

Guidance: Students should recognize that a good quality management program should theoretically eliminate a systematic issue altogether.  Ask students to consider the impact of sourcing on quality management.  It is likely the assembled parts, such as the braking computer system, are being shipped from Chinese factories.  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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