United replaced a destroyed suitcase in 10 minutes at a Tokyo airport. Same airline, same logo. Try filing a damage claim at O'Hare. The agent had a replacement suitcase within arm's reach. The solution existed before the problem walked up. No claim form routed to a regional office. No 6-8 week check in the mail. Grab one, hand it over, next customer. Systems designers call this pre-solving: identify every failure that's statistically guaranteed, then stage the fix at the point of contact.…