This episode features David Acklin from Hawaiian Airlines. David explained how they improved their interline baggage process, including how they got other airlines involved.
In this episode you’ll learn:
David’s background (2:05)
Continuous improvement at Hawaiian Airlines (3:04)
David’s favorite Deming quote (5:03)
About interline baggage (6:35)
What the problem was (9:29)
How they convinced other airlines to participate (11:30)
The resistance they experienced (14:58)
The countermeasures they implemented (19:17)
Their results (21:41)
The reaction from Hawaiian Airlines leadership (22:27)
What David would do differently (23:39)
What “continuous improvement leadership” means (25:28)
How David practices continuous improvement at home (26:52)
Where people struggle (28:05)
What David is most proud of as it relates to continuous improvement (30:31)
David’s final words of wisdom (32:10)
