Note: This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive!
This week’s focus: landing a plane is never routine
If Asiana Flight 214’s crash landing teaches us anything, it’s that the landing of an aircraft is never routine. There is complexity via:
- The aircraft, flight controls, flight instruments, systems, engines, etc.
- Pilot performance, their ability to execute their checklists and properly execute directions from air traffic controllers
- The ability to maneuver in a 3-dimensional world with weather and winds having potential impact on the aircraft
- The airport, it’s monitoring systems and equipment
- Air traffic control instructions
While planes land thousands of times each day throughout the world, many things have to be executed with great precision for there to be no problems. While we do not yet have confirmation of the crash cause, there are many potential points of failure in a complex web of human and system interdependencies.
Every business has complexity and interdependencies that, in total, create a customer experience. For each customer, that something is “routine” is of little importance–customers care not about statistics but about their unique experience. Delivering a great experience requires constant vigilance.
Thought for the week:
A Fast Company blog post that may interest you:
What do you think? I welcome your blog comments!