Where in my post does it say that QC happens ONLY at the end of a job? Hint: Nowhere.
In fact, it is AA’s lack of QC BEFORE, DURING, and AFTER the seat changes that resulted in passengers “free to move about the cabin” even with the seat belt fastened. But if the QC had been done AFTER the fact, whatever errors that had occurred BEFORE or DURING the process would have been found and corrected. But since there was no QC ANYWHERE in the process, AA was turned into the laughing stock of the industry and customers were sent fleeing once again for airlines that could provide some semblance of reliability and safety, the basic deliverables for any transportation company.
Speaking of AFTER the process, AA mgmt’s response AFTER the unglued seat incident is far more telling than the incident itself. By AA’s own admission, they didn’t clean their planes sufficiently to keep even basic mechanical functions working and didn’t bother to clean the seat tracks before reinstalling the seats. What 14001 principle would allow that kind of workmanship, E?
I’m sure in your vast educational experiences, E, you studied the Tylenol tampering case since it is classic B school stuff. Apparently, AA mgmt did not since they were clearly still daydreaming from the previous course entitled “GuAArAAteed executive compensAAtion.” You’ll recall that the reason why Tylenol rebounded in the marketplace and ended up BETTER OFF after the tampering incident than before was because management at Johnson and Johnson took responsibility for the crisis and rewrote the book on safety of consumer products even though they were clearly the victim.
In contrast, AA’s competitors to/from its Cornerstone cities are running 97%+ booked load factorsout of those cites today and then again returning on Monday just as has occurred for several weeks because consumers didn’t believe AA’s fAAnciful story of shifting blAAme to everyone else – but that shouldn’t be a surprise because that is exactly what AA mgmt has done for the past 10 years – with AA continuing to give up key revenue to competitors.
Consumers aren’t stupid. They weren’t stupid during the Tylenol murders and they aren’t stupid now WRT to air transportation. They can see through AA mgmt’s fAAilure to take responsibility for ANY of the month long delays and cAAncellations and tens if not thousands of former AA passengers are now flying other carriers.
You see, E, Clint was right. AA works for the customers and they aren't pleased w/ the performance they have received over the past month.
BTW, E, can you tell us what 9001 practices led to the failure of key components of Amadeus on this past Monday that resulted in hundreds of delayed and cancelled flights?
