Cathay Pacific Operations Management
Marta Encarnacao k1066116 ENCARNACAO K1066116
Marta Encarnacao k1066116 ENCARNACAO K1066116
OPERATIONS MANAGEMENT
CATHAY PACIFIC
OPERATIONS MANAGEMENT
CATHAY PACIFIC
JUNE 2012
EXECUTIVE SUMMARY
CONTENTS
INTRODUCTION…………………………………………………………………………………………………………………………………3
THE TRANSFORMATIONAL MODEL…………………………………………………………………………………………………….4
ON-LINE CHECK-IN……………………………………………………………………………………………………………………………..4
CHECK-IN AT THE AIRPORT…………………………………………………………………………………………………………………5
BAGGAGE HANDLING…………………………………………………………………………………………………………………………6
MEET AND ASSIST, MEETING ARRIVAL……………………………………………………………………………………………….7
OPERATIONAL CHALLENGE………………………………………………………………………………………………………………..8
RESOLUTION………………………………………………………………………………………………………………………………………9
CONCLUSION……………………………………………………………………………………………………………………………………10
REFERENCES…………………………………………………………………………………………………………………………………….11
APPENDICES…………………………………………………………………………………………………………………………………….12
INTRODUCTION
Cathay Pacific Airways is an international airline registered and based in Hong Kong, offering scheduled cargo and passenger services to over 140 destinations around the world.
Its Outport Station in Heathrow Airport – London operates 4 flights daily between London and Hong-Kong.
This report will describe how the concepts of e-services and technology relate to on-line services, how all operations are monitored for quality and what methods are used to measure this.
Performance Objectives is a concept that is used in more than one operation and therefore its relevance in this report.
Other concepts are explored like Capacity and Layout and Front and Backroom Operations.
In baggage handling the concept of Process Design and Process Planning is also important as it will ensure not only the safe storage and loading of luggage but also successful delivery to its final destination.
Other operations that are part of the airline ground services will use the concepts of Influencing the Customer and Service Design.
Marta Encarnacao k1066116 ENCARNACAO K1066116
OPERATIONS MANAGEMENT
CATHAY PACIFIC
OPERATIONS MANAGEMENT
CATHAY PACIFIC
JUNE 2012
EXECUTIVE SUMMARY
CONTENTS
INTRODUCTION…………………………………………………………………………………………………………………………………3
THE TRANSFORMATIONAL MODEL…………………………………………………………………………………………………….4
ON-LINE CHECK-IN……………………………………………………………………………………………………………………………..4
CHECK-IN AT THE AIRPORT…………………………………………………………………………………………………………………5
BAGGAGE HANDLING…………………………………………………………………………………………………………………………6
MEET AND ASSIST, MEETING ARRIVAL……………………………………………………………………………………………….7
OPERATIONAL CHALLENGE………………………………………………………………………………………………………………..8
RESOLUTION………………………………………………………………………………………………………………………………………9
CONCLUSION……………………………………………………………………………………………………………………………………10
REFERENCES…………………………………………………………………………………………………………………………………….11
APPENDICES…………………………………………………………………………………………………………………………………….12
INTRODUCTION
Cathay Pacific Airways is an international airline registered and based in Hong Kong, offering scheduled cargo and passenger services to over 140 destinations around the world.
Its Outport Station in Heathrow Airport – London operates 4 flights daily between London and Hong-Kong.
This report will describe how the concepts of e-services and technology relate to on-line services, how all operations are monitored for quality and what methods are used to measure this.
Performance Objectives is a concept that is used in more than one operation and therefore its relevance in this report.
Other concepts are explored like Capacity and Layout and Front and Backroom Operations.
In baggage handling the concept of Process Design and Process Planning is also important as it will ensure not only the safe storage and loading of luggage but also successful delivery to its final destination.
Other operations that are part of the airline ground services will use the concepts of Influencing the Customer and Service Design.
References: Appendices