When you work on a project, what are your standards? Is starting sufficient to meet your expectations? How about creating a beta version? What if the deliverable meets the customer’s expectations but you decided not to complete upgrades that will maximize performance? Where do you stop?

When you operate an airline, is getting the passenger from departure airport to arrival airport sufficient? When does passenger engagement begin and where does it stop? What interactions meet an airline’s standards during the journey? What is the promise you make?

There is a remarkable difference between delivering for the customer’s standard and our own standard? It is important to know which one we have prioritized.