Who Makes the Decision?

From Outbound Air

“Exactly,” Catherine beamed. “As long as nothing changes, your teams do not need you. They can handle all the routine decisions and problems. But, you know that something will change, something always changes. This airline operates in a world of uncertainty. You helped define a number of standard operating procedures. Your teams know how to handle weather systems, flight delays and lost baggage. They know how to re-route customers. They even know what to do in the event of a computer outage or a security breach.”

Catherine stopped to let this sink in, before she continued.

“But, what happens when our load factors on a route fall below the level of profitability for a thirty day period. Should they cancel all the flights?”

A wave covered the room. Some stared down at the table, some stared at the ceiling. They did not avoid eye contact, but, instead, looked inside to connect to some logical response. Javier broke the silence. “No,” he was emphatic. “First, that is a decision they do not have the authority to make.”

“And, why not. The routes are unprofitable, why shouldn’t your shift supervisors cancel those flights?” Catherine challenged.

“It’s not their role to make a decision like that?” Javier replied.

“Says who?” Catherine baited.

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