Preview

Passenger and Leigh Randell

Good Essays
Open Document
Open Document
582 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Passenger and Leigh Randell
Situation analysis

The case is about a problem of miscommunication which has arisen in Omega airlines. Leigh Randell is the supervisor of in-flight services at the Atlanta base of Omega airlines. She notices a lot of duplication of effort between flight attendants & passenger service personnel in the terminal with respect to the paperwork procedures for boarding of passengers. With regard to this, she sent three memos to Tom Ballard, Omega’s passenger services rep requesting specific info on through flights, but never got a reply.
After two months of futile efforts, she writes a memo to her boss, Kent Davis, the VP of in flight services, informing him of the situation & her desire to shift back to flight duty.

Prob Defn

The problem lies in the fact that since the requirements of the passenger services & in-flight services are overlapping, it leads to a large amount of duplication of efforts & long & tiring procedures & as a consequence, unnecessary delay in Omega’s flights from Atlanta. The only two people who can sort this out are Leigh & Tom, who are at loggerheads with each other. This is because of a problem of communication between the two of them. Unless this issue is sorted out, Omega will continue to face problems.

As from Kent Davis’ perspective:

Leigh Randell is undoubtedly a bright young lady. Not only was her suggestion of coordinating efforts between in flight services & passenger services a brilliant one, but she also took the initiative to make it happen. But while Leigh decided to contact Tom Ballard directly, as she didn’t want to burden me with trivial issues, Tom expected a more formal approach, i.e through me & then his boss, Alan Brock. This is where Leigh committed her first mistake. She should have kept me informed, from the beginning Secondly, she need not have waited for 2 months while Tom ignored her memos, but should have contacted me earlier, as the benefit of Omega is above everything else. Any suggestion to

You May Also Find These Documents Helpful

  • Good Essays

    Law 310

    • 1227 Words
    • 5 Pages

    Facts: NWA started international flights and created a new cabin-attendant position of “purser” and adopted a policy of only hiring men for the purser position. The only female purser was Mary P. Laffey, who bid for a purser vacancy after nine years of being a stewardess. NWA delayed acting on her application and began to administer new tests to purser applicants. NWA hired two male pursers without benefit of any tests. Laffey final became a purser, but was placed on the bottom rung of the purser-salary schedule and was paid less than male pursers with equivalent seniority and cabin attendant service. NWA also paid female stewardesses lower salaries and pensions than male pursers, provided female cabin attendants with less expensive and less desirable layover accommodations than male cabin attendants, and a uniform cleaning allowance was not granted to female attendants. Laffey filed a class action lawsuit against NWA, claiming the refusal to hire female as pursers violated Title VII and that the differential pay scale and allowances for male pursers and female attendants violated Title VII and the Equal Pay Act.…

    • 1227 Words
    • 5 Pages
    Good Essays
  • Satisfactory Essays

    Webref Case Study Rrf

    • 429 Words
    • 2 Pages

    On 8/27 agent Barbara arrived at the office at 0743. It states in WebRef the office opens at 0700; Barbara stated the office opens at 0730. WebRef is a tool used to communicate with customers, suggest the time in WebRef reflect the correct time and the office is open at the published time. When analyst arrived in the office agent Barbara was talking on her cell phone with a drink in front of her on the counter. She put the phone on the counter and offered a greeting. When analyst introduced herself Barbara then took the phone and the drink to the back office and ended the phone conversation. No claims when taken. Barbara used several of the elevate behaviors when interacting with co-workers and when answering the phone. There were no PPQ forms available and a sign on the back file stated If no PPQ forms are available direct customer to aa.com/baggage. There should always be a supply of PPQ forms available. Directing a customer, who in the baggage office to get their own PPQ form because of our error is not elevating the customers experience during a challenging situation. Barbara used WebRef to find many of the baggage policies and procedures and interview answers. Barbara did not know the process when a customer losses something on a flight (blue card or aa.com/lost and found), what to tell a customer requesting a bag fee refund or when to call for a CRO. She did not know that both a…

    • 429 Words
    • 2 Pages
    Satisfactory Essays
  • Good Essays

    Assingments 2012-2013

    • 4338 Words
    • 18 Pages

    meeting and send that agenda to the board of directors in the form of a…

    • 4338 Words
    • 18 Pages
    Good Essays
  • Good Essays

    BAE Case Study

    • 908 Words
    • 4 Pages

    Ineffective coordination between BAE and airlines: poor communication and cooperation experiences among both parties during the project. The ineffective collaboration caused…

    • 908 Words
    • 4 Pages
    Good Essays
  • Satisfactory Essays

    Julie Marshall and Jean-Paul have many positive negative aspects about each system that they live in.…

    • 304 Words
    • 2 Pages
    Satisfactory Essays
  • Good Essays

    Those who are familiar with Trans World Airlines know that the name Howard Hughes is synonymous with TWA. Some might even go as far as to call the defunct company “Howard Hughes” airline. Hughes, a man who at one time owned 78% of TWA’s stock is said to not only own TWA, but love the company more than any of his other possessions. This brings one to wonder how a man who was so obsessed by this particular company end up going to court against that company. This paper will inform you of the background of the infamous Howard Hughes, his involvement in Trans World Airlines, and the court case of Hughes vs. TWA.…

    • 618 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Studer International

    • 887 Words
    • 4 Pages

    The morning after the meeting, Dean Adams learned that a key manager, Sue Chan, had resigned from her post as chief security analyst. Adams’ boss told him that it was critical that they keep key managers in place as they weather the storm and if Studer lost any, be sure to replace them with ones who can handle the stress and make tough and unpopular decisions (Daft, 2011). Adams thinks of current employees that could possibly replace Chan and one employee came to mind, Julie Cobb.…

    • 887 Words
    • 4 Pages
    Good Essays
  • Better Essays

    Organizational Behavior

    • 1957 Words
    • 8 Pages

    A: “Peter Clark has to continually communicate with his partners and managers, and nothing takes the place of sitting down face-to-face during regular weekly meetings and listening to each other to continually improve operations.” (Page 174)…

    • 1957 Words
    • 8 Pages
    Better Essays
  • Good Essays

    Dialectical Journal Essay

    • 1094 Words
    • 5 Pages

    “Passengers flying Flight QF563, please be advised that Flight QF563 has been delayed for an hour, we apologise for any inconvenience”, the groans and murmurs from other passengers clearly demonstrated the irritation and anger that was felt by them. The airline we were flying with were one of the most reliable airlines in the world, so the fact that a flight of theirs was an hour delayed had obviously bewildered me, and a number of other people.…

    • 1094 Words
    • 5 Pages
    Good Essays
  • Good Essays

    Week 5 Mgt 351

    • 643 Words
    • 3 Pages

    1. From each change perspective, what are the key issues to understanding the wildcat strike? From an OD perspective, the leadership at BA failed in a number of areas. They did not communicate properly, they ignored the temperature of the relationship with employees, and they were shortsighted in implementing the change. This was evident in the lack of sense in implementing a change at the front of the busiest season of the year. They did not properly manage the change and in fact ignored most all areas of change management: they did not prepare employees, they did not communicate, they did not nurture employees through the change, nor did they reinforce the change and the reasons for it. From a contingency standpoint – they did not have one. As a result, customers suffered and the company lost millions. Their processes were ineffective and upper management was not informed enough to understand the consequences of their actions.…

    • 643 Words
    • 3 Pages
    Good Essays
  • Powerful Essays

    In order to better understand the problems facing American Airlines and its organized labor force, one must first frame the problem. AA and the APA…

    • 1507 Words
    • 7 Pages
    Powerful Essays
  • Good Essays

    In the 1990’s, the Airline lacked the motivation to change “it’s ok to be late, as long as we’re nice” way of thinking under the leadership of Ray Vecci, CEO from 1990-1995 (Avolio, et al., 2015). Analysis and Diagnosis Analysis and…

    • 834 Words
    • 4 Pages
    Good Essays
  • Satisfactory Essays

    This attitude led all employees to a high level of service where the customer's satisfaction is crucial to them, and they will not measure efforts to accomplish this objective. The case study gave us a great example of this philosophy, where the flight attendant sympathized with that mother's problem, and helped to solve the issue at the same time preventing a bad situation, which could lead to several unhappy customers. Moreover, the situation serves as an example of the "Golden Rule", due to the fact that the flight attendant putted herself in that mother's shoes and thought how she would like to be treated. Definitively, the golden rule plays a vital role in the Southwest Airlines and any company that fosters servant leadership, which is people oriented, in other words, focuses on employees'…

    • 525 Words
    • 3 Pages
    Satisfactory Essays
  • Powerful Essays

    Avaition

    • 4875 Words
    • 20 Pages

    In 2005, Lucio was the architect and led the corporate implementation of the largest major redesign of Delta 's Airline Network in its history – Operation Clockwork. It was also the largest Network and Operational redesign in aviation history.…

    • 4875 Words
    • 20 Pages
    Powerful Essays
  • Powerful Essays

    O' Reilly Case

    • 3530 Words
    • 15 Pages

    References: Anteby, M. & McFee, E. (2009). Mina O’Reilly at Logan Airport’s TSA. Harvard Business School Case Study, 9-409-116(Rev. June 19, 2009). Boston: Harvard Business School Publishing.…

    • 3530 Words
    • 15 Pages
    Powerful Essays