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Captain McNerney

By McClenahen, John S
Publication: Industry Week
Date: Wednesday, February 1 2006
HEADNOTE

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CHICAGO-BASED BOEING Co. IS FLYING HIGH. The aerospace giant booked 1,002 net orders for commercial

aircraft in 2005, a record total for a single year. Three of Boeing's commercial airplane programs-the 737, the 777 and the 787 programs-reached individual net order records last year.

These records came in a year in which a new CEO took command at Boeing. W. James McNerney moved from St. Paul-based 3M Co. into the pilot's seat at Boeing on July I.

In naming McNerney CEO of the Year for 2003, INDUSTRYWEEK noted that he had "impressively established" his identity at 3M in a "nonflamboyant yet focused way." Among his priorities at 3M were process and quality improvement. Using Six Sigma as a tool, 3M quickly went to work on yield, scrap and rework. If Boeing is to make good on its record number of orders, McNerney again will have to focus on such improvements, cutting airplane assembly time and assuring the quality Boeing customers have come to expect. Otherwise, arch-rival Airbus SAS will be only too willing to add airlines to its commercial-aircraft order books. -JOHN S. McCLENAHEN

In addition, make sure to read these articles:

How to Greatly Improve Your Customer Service
Interview with leading customer satisfaction expert Dr. Jack West, past president of the American Society for Quality