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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How Do We Dine 6 Feet Apart?

How Do We Dine 6 Feet Apart?

Restaurants are planning their reopening and reinventing the dining scene.

As restaurants plan their reopening, they are learning about new safety protocols, finding out how Asian restaurants adapted, and developing new guidelines on their own. The challenges abound as restaurateurs have to create a safe and inviting environment while discarding features that used to attract diners. The reopening process will be gradual, and its success uncertain. It does not appear to be an opportunity to start from scratch but rather to build on a good reputation developed before the crisis.


Video Spotlight: Reopening Restaurants with Caution


This post is based on The New York Times article, Safe Dining? Hard to Imagine, but Many Restaurants Are Trying, by K. Severson, April 26, 2020, and the YouTube video, Reopen or Stay Closed: Georgia Restaurants Face a Hard Choice, by The Washington Post, April 27, 2020. Image source: Onoky/SuperStock.

Discussion Questions:

1. What are the challenges that restaurateurs face as they decide to reopen?

Guidance: The challenges involve modifying their operations in the face of uncertainty. They include: 1) predicting demand and determining appropriate inventory levels, 2) creating checklists for cleaning and food preparation, 3) eliminating some signature Continue reading

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The Billion Dollar Brand Club Is Disrupting the Basics

The Billion Dollar Brand Club Is Disrupting the Basics

The founders of Dollar Shave Club, Harry’s, and other direct-to-consumer start-ups adopted razor-sharp strategies.

They focused on consumers’ simple needs and disrupted the old adage “You get what you pay for.” They fearlessly lured customers away from giant corporations’ established brands and succeeded. Their strategy was to offer quality, basic products at much lower prices than the competition’s and connect directly with their customers. However, for all start-ups, easy market entry with a catchy video on a Web site is both an opportunity and a threat: it helps achieve rapid success while leaving the door wide open to other daring, new competitors.


Video Spotlight: The Dollar Shave Club Video that Started It All


This post is based on The New York Times article, They Changed the Way You Buy Your Basics, by L. Ingrassia, January 23, 2020, and the YouTube video, DollarShaveClub.com – Our Blades Are [Expletive] Greatby Dollar Shave Club, March 6, 2012. Image source: Shutterstock / Oksana Kuzmina.

Discussion Questions:

1. In your opinion, what are the competitive priorities emphasized in Dollar Shave Club’s operations strategy? Distinguish between order winners and qualifiers.

Guidance: Review cost, quality, delivery and flexibility. To beat the competition, Continue reading

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