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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“The Great American Logistics Machine” Catches the Coronavirus

“The Great American Logistics Machine” Catches the Coronavirus

June 30, 2020

Logistics – the seemingly simple process of moving goods from Point A to Point B – has been an American strength and continually improving science.  Witness the ability of Amazon to deliver in as little as 2 hours in some markets.

The public has taken this capability for granted.

But now, in the Coronavirus era, we are experiencing rationing of meat, shortages of basic goods (paper products) and necessary ones (masks, drugs).  Even for products and ideas not invented here, starting with the industrial revolution and most currently demonstrated by the smartphone, Americans improved and mass marketed better products in smoother supply chains.

How else could Walmart serve 200 million customers a year across 11,000 stores?

Even the remarkable performance of Amazon is enabled by Google mapping of the earth.

The much maligned U.S. postal service delivers more letters per employee than any other country in the Group of 20 (per this 2012 Oxford study).  The historical success of the public-private partnership that landed a man on the moon 51 summers ago is now struggling to deliver testing kits despite a much publicized appearance of industry leaders with the President in the Rose Garden.

The Continue reading

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Drones to Deliver Floridian Meds

Drones to Deliver Floridian Meds

Florida’s retirees can soon receive their prescription drugs from CVS delivered by UPS’s drones.

The touchless prescription drug delivery helps protect seniors from COVID-19 as they are more vulnerable to contracting the virus, and have a higher risk of severe illness and death.


Video Spotlight: UPS and CVS make residential drone delivery (Nov 5, 2019, UPS)


This post is based on the Tech Crunch article, UPS and CVS will offer prescription drug delivery to Florida community via drone, by Brian Heater, April 27, 2020, and the YouTube video in the Spotlight. Image source: Shutterstock / happyphotons

Discussion Questions:

1. Is the drone prescription drug delivery a successful service design for CVS? Explain.

Guidance: It is a successful service design because it focuses on delivering prescription drugs safely and efficiently to its most vulnerable customers, i.e., seniors.  The human factor is key to CVS’s operations. Drone delivery enhances its customer satisfaction, particularly with seniors.

2. How does CVS manage logistics challenges in the midst of the COVID-19 pandemic?

Guidance:  CVS has partnered with UPS to use drones to deliver prescription drug to retirees in Florida. This addresses the logistics challenge of limited Continue reading

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