TSA lines aren’t as bad as feared, due to the implementation of new process designs and technology. It’s really just back to basics of operational management and Lean philosophy. No earth shattering innovations, just stuff they could have — and should have — done years ago.
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About Fred Van Bennekom
This author has yet to write their bio.Meanwhile lets just say that we are proud Fred Van Bennekom contributed a whooping 111 entries.
Entries by Fred Van Bennekom
We’ve seen that the head of the VA doesn’t understand service delivery models and now we’re hearing the details that show the TSA doesn’t understand basic process analysis. This should be a surprise to anyone with any understanding of capacity analysis – it certainly wasn’t to me – but it is astounding that we have […]
VA head Robert McDonald treats wait times for health services as unimportant, arguing that Disney doesn’t measure them. He needs to develop a proper understand of service models and service measurement
Proper survey question wording is essential to generate valid, meaningful data for organizational decisions. A survey question wording bias will lead to misleading interpretations and bad decisions.
Good question phrasing is an art form, and even the pros can make mistakes. Here we’ll show a question wording bias example from a survey done by Pew Research Center. Ambiguity in question wording likely led to incorrect data and conclusions. It provides some useful lessons for all survey designers.
Each of the five survey question types has potential value in a survey research project. This article presents brief definitions of each question type, the analysis you can do, and some key concerns with each question type.
Terminology frequently used in a survey project are defined in our survey glossary. Links are provided to articles of ours discussing the terms.
Survey accuracy numbers tell us how much we should believe the survey results as an indicator of how group of interest feels. This article describes how to interpret accuracy numbers and the the factors that affect accuracy.
We offer a free Excel-based survey sample size calculator. Here we discuss how to use it and provide a form to request the calculator.
TSA (US airport security screeners) frequently tell us during busy times to arrive at the airport extra early. Early arrival does NOT increase capacity. If everyone arrives 2 hours early, then you are no more likely to make your plane than if everyone arrives 1 hour early. Arriving early just creates more congestion, but now TSA can turn the blame to you for missing your flight. Airport capacity management is the issue!! If only journalists would ask the right questions…
Customer Journey Maps are typically long & involved, but my journey out of American Express’ customer base was very short due to an ill-conceived process. What lessons can we learn about designing customer interaction processes?