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The Spark Blog

An occasional series of thoughts and reflections on the role of narrative in organizational change, branding and knowledge work

Paying attention to details

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On our way to Munich to run a session with GE, we were pleasantly surprised at just how quick and easy it was to get through security at Gatwick Airport. A couple of nice touches are the generous table space allocated for passengers to remove their unpacked belongings from the trays and put them back in their bags – with the space being divided by panels into a kind of cubicle to provide both a personal area and a little bit of privacy. And feedback flipcharts, inviting passengers to comment on their experience.

As we photographed the flipchart, we got chatting to Julian, the change manager responsible for the project – inspired by the need to compete with Heathrow. And it turns out that credit for the new design goes to the workers themselves, with Julian acting as a facilitator for their ideas and suggestions. The flipcharts don’t just provide a natural way of collecting spontaneous feedback, they’re also used by each shift to brief the next. And the artwork for the cubicles is done in house.

Employees are both busier and happier. There’s more positive passenger feedback. And there are big cost savings too. What’s not to like?

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