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MAIN PROBLEM
JetBlue was a thriving young airline with a strong reputation for outstanding service, but in Valentine’s Day 2007 JetBlue had a problem, the planes were trapped on the runway for many hours. JetBlue didn’t have a good operational system at the moment, and that’s why they canceled more and more flights, they did really bad management decision, also the web broke down and the airline couldn’t rebook all the passengers at one.
Also the company had so many people who weren’t trained for that kind of last minute problem, making the company to have a lot of people willing to help, but without knowing what to do.
The crisis of 2007 forced the company to reorganize and to evaluate its operating processes and decide to create a better formalization and structure; the crisis of 2007 forced JetBlue to evaluate processes rapidly.
The rapid growth of JetBlue created a leadership gap, so they needed a program to help train and develop leaders.
In today’s world consumers need to be able to travel long-distances quickly and JetBlue’s practices ensure customer comfort and satisfaction along the journey.
QUESTION:
4. What values does JetBlue create for its customers?
JetBlue set out to provide features that would delight customers.
JetBlue create values for its customers, but JetBlue hires the types of employees that fit these values; the employees of the company have values like safety, integrity, caring, passion and fun, this kind of values are the ones that the customers are looking for in a company, because the travelers know that the company was formed with the idea of bringing humanity back to travel and that if they have a problem they can talk about it and its going to be solved as soon as possible.
Another value that can be found in JetBlue is that they want to communicate and understand customers opinions so they can offer a better service, that is why they have social networks like twitter, with this one the company can relate to his customers
JetBlue was a thriving young airline with a strong reputation for outstanding service, but in Valentine’s Day 2007 JetBlue had a problem, the planes were trapped on the runway for many hours. JetBlue didn’t have a good operational system at the moment, and that’s why they canceled more and more flights, they did really bad management decision, also the web broke down and the airline couldn’t rebook all the passengers at one.
Also the company had so many people who weren’t trained for that kind of last minute problem, making the company to have a lot of people willing to help, but without knowing what to do.
The crisis of 2007 forced the company to reorganize and to evaluate its operating processes and decide to create a better formalization and structure; the crisis of 2007 forced JetBlue to evaluate processes rapidly.
The rapid growth of JetBlue created a leadership gap, so they needed a program to help train and develop leaders.
In today’s world consumers need to be able to travel long-distances quickly and JetBlue’s practices ensure customer comfort and satisfaction along the journey.
QUESTION:
4. What values does JetBlue create for its customers?
JetBlue set out to provide features that would delight customers.
JetBlue create values for its customers, but JetBlue hires the types of employees that fit these values; the employees of the company have values like safety, integrity, caring, passion and fun, this kind of values are the ones that the customers are looking for in a company, because the travelers know that the company was formed with the idea of bringing humanity back to travel and that if they have a problem they can talk about it and its going to be solved as soon as possible.
Another value that can be found in JetBlue is that they want to communicate and understand customers opinions so they can offer a better service, that is why they have social networks like twitter, with this one the company can relate to his customers