Kaizen, even in air!

I asked for a window seat on the aircraft.

She allotted 31-F.

Found that it was not a window seat.
Moreover it was the last seat that couldn't be inclined hence uncomfortable!

When checked the on-board crew clarified that the old aircraft had 30-seats. The new one was redesigned to accommodate one more row in order to improve productivity of the space.

Perhaps the ground staff on the check-in counter didn't know that the new aircraft having 31 rows of seats didn't have window for the 31st row. Also, even if she would've known it, there was no guarantee that the ground crew would've checked with passenger if it was OK if it's a non-inclining seat.

What does this imply?

Improved productivity by value engineering of the aircraft had improved value for business but not for the customer in same proportion. 

May be the ground staff had captured the Voice-of-Customer correctly but failed in execution due to the following.

There was lack of training... Lack of 'screen' on the computer showing the corresponding information, visual map of the seat layout I mean.

The scope for Kaizen!

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