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  • Harvard Business Review

Can You Cut 'Turn Times' Without Adding Staff?

By: Ethan Bernstein and Ryan W. Buell
  • Format:Print
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Abstract

The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, goes undercover as a service crew member to discover how and whether his employees can speed up cleaning, checking, restocking, and refueling. Expert commentary comes from Atilla Korkmazoglu, president of ground handling and cargo operations at Celebi Aviation Holding, and Vikram Oberoi, managing director and CEO of EIH Ltd.

Keywords

Service Operations; Employee Empowerment; Employee Motivation; Leadership; Turnaround; Service Operations; Employees; Motivation And Incentives; Leadership; Air Transportation Industry; Japan

Citation

Bernstein, Ethan, and Ryan W. Buell. "Can You Cut 'Turn Times' Without Adding Staff?" R1604K. Harvard Business Review 94, no. 4 (April 2016): 113–117.
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About The Authors

Ethan S. Bernstein

Organizational Behavior
→More Publications

Ryan W. Buell

Technology and Operations Management
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More from the Authors
  • Last Place Aversion in Queues By: Ryan W. Buell
  • The Customer May Not Always Be Right: Customer Compatibility and Service Performance By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
  • How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice By: Ryan W. Buell and Basak Kalkanci
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