Tale of two airlines
To: Elizabeth Windsor, CEO
From:
Subject: Recommendations for Service Improvement
Date: March 14, 2014
In regards to the McPherson complaint the following issues have been identified:
1. Information technology and operation strategy failure for not identifying full fare ticketed customer through the (RMS) revenue management system and (CRS) computer reservation system. Possible loss of a loyal 10 year profitable customer.
2. Poor service management by a failure of airline employees to coordinate standard operations strategy of inclement weather procedures. Inflight attendants failed to identify passengers with close-connecting flights and to notify employees at destination airport to hold planes. Resulted in loss of revenue and possible long term customers.
3. Poor management control over gate boarding and gate closing, failure to monitor departure time schedule for flights. International flight departed ahead of scheduled time without regard as to passenger list and reasons for possible passenger delays.
Options Available
1. Establish and integrate standard operating protocol that in the event of inclement weather, management will instruct and verify that operations employees identify connecting passengers and coordinate connections with outbound flights.
2. Complete organizational transformation with new service standards. This will require a fundamental change in attitudes and training.
3. Prior to departure all outbound flights will missing scheduled passengers and work with operations to determine status.
Recommendations for correction are:
· Develop a protocol for system identification of delayed flights (inclement weather or mechanical failure) with in-flight connecting passenger to be cross checked. This will reduce loss of revenue and increase customer satisfaction with firm. A study done by Y.I Song, W.Woo, and H.R. Rao shows that inter-organization information systems, databases and global interconnectivity together create
From:
Subject: Recommendations for Service Improvement
Date: March 14, 2014
In regards to the McPherson complaint the following issues have been identified:
1. Information technology and operation strategy failure for not identifying full fare ticketed customer through the (RMS) revenue management system and (CRS) computer reservation system. Possible loss of a loyal 10 year profitable customer.
2. Poor service management by a failure of airline employees to coordinate standard operations strategy of inclement weather procedures. Inflight attendants failed to identify passengers with close-connecting flights and to notify employees at destination airport to hold planes. Resulted in loss of revenue and possible long term customers.
3. Poor management control over gate boarding and gate closing, failure to monitor departure time schedule for flights. International flight departed ahead of scheduled time without regard as to passenger list and reasons for possible passenger delays.
Options Available
1. Establish and integrate standard operating protocol that in the event of inclement weather, management will instruct and verify that operations employees identify connecting passengers and coordinate connections with outbound flights.
2. Complete organizational transformation with new service standards. This will require a fundamental change in attitudes and training.
3. Prior to departure all outbound flights will missing scheduled passengers and work with operations to determine status.
Recommendations for correction are:
· Develop a protocol for system identification of delayed flights (inclement weather or mechanical failure) with in-flight connecting passenger to be cross checked. This will reduce loss of revenue and increase customer satisfaction with firm. A study done by Y.I Song, W.Woo, and H.R. Rao shows that inter-organization information systems, databases and global interconnectivity together create