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July 07 Businessexcellence Toronto Pearson International Airport 35 been allowed to shift from construction to competitiveness, the search for new carriers gathers pace. “Emirates just announced they’re coming,” says McCoomb, “and Jet Airways from India just signed on. We have a wonderful Indo-Canadian population in Toronto, that deserves much better treatment in terms of access to their families in their former homelands.” It’s early days yet, since the completion of the airport’s infrastructure, but McCoomb is already beginning to think about attracting a low cost air carrier from the United States, which Toronto does not have. “We have WestJet, our own domestic low cost operator,” he says, “and they’re growing here spectacularly, so I think they’re happy working with us.” Low cost airlines draw customers from a greater distance, McCoomb point out. “We have a joke about the one, two, three rule; people will travel one hour to an airport, two hours to take a jet, and three hours to take a low cost airline.” When passengers come from further away, he explains, they allow more time to deal with traffic problems, so they usually arrive earlier at the airport and have a longer ‘dwell time’. That brings customer service sharply into focus, from shopping complexes to amenities like bathrooms and waiting areas. Toronto Pearson is well positioned to accommodate that trade. “Come and see me guys,” says McCoomb. “Have I got a deal for you?”

Businessexcellence July 07 36 The Nebraska Medical Center has earned a reputation for excellence, innovation and extraordinary patient care. President and CEO Glenn A. Fosdick tells Martin Ashcroft how the healthcare industry must improve by learning from other industries 21st century The Nebraska Medical Center was formed in October 1997 with the merger of Clarkson Hospital, Nebraska’s first hospital, and University Hospital, the teaching hospital for the University of Nebraska Medical Center (UNMC). They were both on the same campus in Omaha, so the only surprise is that it took so long to bring the two organizations together under the same management. Clarkson Hospital was founded in 1869, and the University Hospital in 1917. Community leaders eventually agreed that it made sense for the state’s oldest hospital to combine with the academic leader, but to begin healthcare