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Ken, the head of ground operations at an airline called RSA, went undercover working as a plane cleaner for four days at different airports to understand problems with long turnaround times. He found that experienced cleaners like Nobuo could finish tasks faster due to tricks not in the manual. However, high attrition meant fewer experienced staff. Managers tried to speed up inexperienced crews but this led to skipped steps. A 20% budget increase was suggested to hire and train more staff, though the CFO fe

Author

Caroline Sion

Language

EN