Originally Posted by
Adam Smith
Actually, Delta took action to improve its OTP around a decade ago because their view was that it had gotten so bad that it was a factor in customer decisions.
One might squint and consider this one metric the management equivalent of a soup diet. The focus is on "one thing", but there are in fact dozens, hundreds, of factors that influence that. If the ground crew manager in Logan can justify spending $20/jacket more on winter gear out of the "OTP Improvement Budget" then that is great. But if the C-Suite Soup Diet that year was "Less Absenteeism" then the same $20 better jackets might have been bought out of that budget.