Tuesday Apr 05, 2022
Building a Roadmap - Frontline Innovators - Episode # 063
Todd Gernady is the Senior Manager Process Improvement, Business Architecture, and Organizational Change Management at United Airlines. After he discovered his passion for consulting, Todd went on to become a Lean Six Sigma belt and used that to share his passion for making a process run smoothly. He joins host Justin Lake to talk about the issues facing frontline workers.
Takeaways
- Getting the right information for the frontline workers to do their job is one of the biggest challenges that they face today.
- Having all the knowledge and information on a tablet or an electronic device can help mitigate the need for employees at airports to run all over the place.
- Technology can help to streamline a process and make communication easier. This works for airports as well.
- You want to catch mistakes when they happen. Don’t just continue to go through the process because that mistake will threaten the integrity of the change.
- Start with the process. You want to make sure that the process is solid before you bring it to people and find out that it doesn’t work.
- You want to make sure that all instructions given to frontline workers are clear and make sure it’s presented on a device where it is easy to read and understand the information given to them.
- Sometimes the simplest ways to reach frontline workers are through older techniques rather than technology. Leave signs in the break room or bathrooms or other public spots.
Quote of the show
18:41 “We built a roadmap and it allowed us to remove some of those obstacles and avoid potholes down the road versus things that we would have stubbed our toe on. And reworking, I will guarantee you will often take you longer to resolve than it is to catch it in the moment. If you've ever built a Lego set with your kids, if you screwed up something on step 12 and you are on step 32, it is very painful to take those Legos apart. So you can fix that one piece and go back and do it again.”
Links
- LinkedIn: https://www.linkedin.com/in/todd-gernady-0069831b/
- Company Website: https://www.united.com/en/us/
Ways to Tune In:
- Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
- Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
- Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
- Stitcher - https://www.stitcher.com/show/frontline-innovators
- Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
- YouTube - https://youtu.be/A7CkOLN1T98
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