Experiencing World Class Service Excellence
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Comments
How to change from a transportation company to an intelligent service provider
Good effective process management is possible. The operation was very impressive
The operation is more important than the staff (Process before people)
Night Visit to the Memphis SuperHub
Getting into the hub was like going to a football match. At 10 o’clock at night there were long queues snaking back from the security checkpoints. In any one night some 8000 people might be on duty. It was a wet and windy night and since many employees work out in the open loading and unloading the planes they were wrapped up like Michelin men (and women of course).
From the observation tower we could see planes lining up to land. – 85 in an hour. On landing, planes moved quickly and efficiently to their berths where in minutes the doors were opened and the
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