tag:blogger.com,1999:blog-32053362.post6639512598580574836..comments2024-03-26T00:25:34.026-04:00Comments on Not Running a Hospital: Uncool and unLean taxi batching at Logan AirportPaul Levyhttp://www.blogger.com/profile/17065446378970179507noreply@blogger.comBlogger17125tag:blogger.com,1999:blog-32053362.post-21198203679965518072011-11-16T13:51:56.687-05:002011-11-16T13:51:56.687-05:00Wonderful, Gary. Do a search on this blog under &...Wonderful, Gary. Do a search on this blog under "lean" and you will find lots of hopsital-specific examples, too. Best of luck!Paul Levyhttps://www.blogger.com/profile/17065446378970179507noreply@blogger.comtag:blogger.com,1999:blog-32053362.post-70514865868208518872011-11-16T13:45:51.719-05:002011-11-16T13:45:51.719-05:00Thanks, Paul. We're going to take your Logan a...Thanks, Paul. We're going to take your Logan airport story and use it to teach "flow" as part of our improvement campaign in South Africa (www.bestcare.org.za). Hope that's OK with you!<br /><br />Gary Kantor<br />Cape Town<br />S AfricaGary Kantornoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-26014057493103921452011-11-15T20:57:38.416-05:002011-11-15T20:57:38.416-05:00When the cab dispatcher has no competition and pro...When the cab dispatcher has no competition and probably can’t be fired, at least not without a cumbersome due process procedure, efficiency and customer service are likely to be sub-optimal. It would probably take perceived loss of convention and tourist business with airport cab service cited as a contributing factor to get the attention of people in a position to effect positive change.Barry Carolnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-49902703526628829042011-11-15T14:18:18.084-05:002011-11-15T14:18:18.084-05:00Meanwhile, over at Universal Hub, which picked up ...Meanwhile, over at Universal Hub, which picked up this post, we have the following interplay the first few commenters. (More here: http://www.universalhub.com/2011/solving-logans-30-minute-taxi-lines)<br /><br />By anon - 11/15/11 - 9:23 am<br /><br />This guy is a meatball, take the 5 minute walk to the next terminal where a line of vacant taxis will be waiting.<br /><br />I fly out of logan every month, sometime two to three times, and never have had to wait longer than the walk between terminals.<br /><br />---<br />Blame the victim much?<br />By anon - 11/15/11 - 11:25 am<br /><br />Why is he "a meatball"?<br /><br />Why should the passenger have to walk to the next terminal instead of asking Massport to simply do its job well?<br /><br />---<br />And you are supposed to know . . .<br />By anon - 11/15/11 - 11:42 am<br /><br />where the other terminal is and how many cabs are there, how? At 11pm?<br /><br />---<br />Of course ...<br />By SwirlyGrrl - 11/15/11 - 12:19 pm<br /><br />... everyone who uses Logan Armpit just *knows* how the *system* works.<br /><br />Not that anybody would ever arrive at an international airport from out of town or anything like that ...<br /><br />---<br />By JCK - 11/15/11 - 12:05 pm<br /><br />It seems like there has to a better answer than "walk to the next terminal."<br /><br />While your advice is probably good in practice under the current circumstances, there's nothing to prevent Logan from managing their taxi queue more effectively, other than the "this is the way we've always done it" mentality.Paul Levyhttps://www.blogger.com/profile/17065446378970179507noreply@blogger.comtag:blogger.com,1999:blog-32053362.post-91124003456119085132011-11-15T14:10:50.838-05:002011-11-15T14:10:50.838-05:00My reply:
@BostonLogan Thx, worth contacting folk...My reply:<br /><br />@BostonLogan Thx, worth contacting folks at Lean Enterprise Institute in Cambridge, a non-profit that offer advice and assistance.Paul Levyhttps://www.blogger.com/profile/17065446378970179507noreply@blogger.comtag:blogger.com,1999:blog-32053362.post-85934014091240405182011-11-15T14:09:14.006-05:002011-11-15T14:09:14.006-05:00From Twitter:
Like how u que at Disney.Curb safet...From Twitter:<br /><br />Like how u que at Disney.Curb safety=1st concern.Curbs r tricky when u mix cabs w/pax.Suggestion has merit.Will share w/ops staff.@BostonLogan Boston Logan Airportnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-88524241811541171172011-11-15T11:19:52.721-05:002011-11-15T11:19:52.721-05:00The justification for instituting this process sev...The justification for instituting this process several years ago is that a pedestrian was killed in an accident at a taxi loading stand. <br /><br />My take is that with 3 million passengers per year coming through the airport, one pedestrian death every couple of years sounds like a pretty close to perfect safety record; certainly not worth instituting a process change that results in hundreds of thousands of wasted hours of people's lives every year.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-4859308873093566372011-11-15T10:53:59.952-05:002011-11-15T10:53:59.952-05:00I know that the Atlanta airport has the passenger ...I know that the Atlanta airport has the passenger waiting in a numbered sport on the curb for the cab to arrive and the “flow in”, so it can be done.Richardnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-16971794578120362402011-11-15T10:40:54.545-05:002011-11-15T10:40:54.545-05:00Power trip for the dispatcher....Power trip for the dispatcher....Claudiahttps://www.blogger.com/profile/02714440790407126206noreply@blogger.comtag:blogger.com,1999:blog-32053362.post-47872586188555589172011-11-15T09:58:10.372-05:002011-11-15T09:58:10.372-05:00Amazing.Amazing.Paul Levyhttps://www.blogger.com/profile/17065446378970179507noreply@blogger.comtag:blogger.com,1999:blog-32053362.post-4910260077807603292011-11-15T09:56:38.503-05:002011-11-15T09:56:38.503-05:00The reason for making people line up behind the ra...The reason for making people line up behind the railing and not at spots along the curb is that a number of people, over the past 10 years, have been injured, and I believe at least one killed, by cabs that jumped the curb or plowed into the cab in front of them. The cabs must now come to a full stop and the keys removed from the ignition before patrons are allowed past the yellow chain.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-71387596984812246942011-11-15T09:33:22.696-05:002011-11-15T09:33:22.696-05:00Truly a classic example of failing to see things i...Truly a classic example of failing to see things in a new way. My guess is that when you operate in an environment in which queuing is normative, the first "solution" that naturally comes to mind in addressing a "problem" is more queuing. And since it's normative, culturally consistent, there's no reason to question its relative merits against (unimagined) alternatives.Alex Stibernoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-82393186868437641662011-11-15T09:31:42.027-05:002011-11-15T09:31:42.027-05:00From Facebook:
But, Paul, have you considered tha...From Facebook:<br /><br />But, Paul, have you considered that perhaps there's another goal: to maintain consistency throughout the customer's entire "airline experience"? The only thing that surprises me is that they haven't found a way to make you wait in line to get out of your cab and into your home at the end of it all.Alex Stibernoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-77784659664413121422011-11-15T08:03:27.806-05:002011-11-15T08:03:27.806-05:00From Facebook:
Beverly H Rogers: You remind me of...From Facebook:<br /><br />Beverly H Rogers: You remind me of my dad, who was a Lean expert before Lean was invented. His 'targets' didn't always appreciate it though.<br /><br />Samantha Riley: Hope you gave them some advice!!!Paul Levyhttps://www.blogger.com/profile/17065446378970179507noreply@blogger.comtag:blogger.com,1999:blog-32053362.post-68510674621724033692011-11-15T08:00:30.210-05:002011-11-15T08:00:30.210-05:00I went to Las Vegas recently for the VHA improveme...I went to Las Vegas recently for the VHA improvement forum. There is a long line of waiting passengers but the dispatcher sends people to designated pre marked spots to stand to wait for the next cab. The passenger is already at the spot when the cab arrives. Just as suggested in the article. There were a few hundred in line but it went very quickly considering the volume of people.Bobnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-3586990059056140492011-11-15T07:54:48.711-05:002011-11-15T07:54:48.711-05:00Having flown into Logan a lot, the taxi dispatcher...Having flown into Logan a lot, the taxi dispatcher role seems like a classic "make work" job that adds no value. Even when there is no line, there are no taxis and you have to wait for that dispatcher to radio for a car. At other airports, the taxis are just queued up.Mark Grabanhttp://www.leanblog.orgnoreply@blogger.comtag:blogger.com,1999:blog-32053362.post-76681705998174507572011-11-14T21:58:06.436-05:002011-11-14T21:58:06.436-05:00Had a similar experience this morning when I got i...Had a similar experience this morning when I got in on the redeye from Denver. Waited for 20min (4th batch in line) before the first group of cabs came (and there were 8 of them by my count when they did come). Didn't realize it's something they actually "control" to be that way. =/Almond Dhukkahttp://www.almondbutterscotch.com/homenoreply@blogger.com