iv. Based on any recent service encounter for an airline of your choosing‚ draw up a flowchart for passenger pre-flight processing (assume the passenger has already purchased a ticket). Can you think of ways to make the process more efficient? More pleasant for the customer? (25 marks) To make sure that the airline service operation is fail-safed‚ efficient and more pleasant for the customers‚ we can apply poka-yokes‚ which is the procedures that prevent mistakes from becoming defects. Firstly
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Robert Traylor and Paul Barwell are tasked with optimizing supply chain management for Cathay Pacific Airways (CX)‚ one of the most profitable and respected airlines in the world. In order to maintain its outlook on growth in this increasingly competitive industry‚ their team must reduce operating costs while improving their customers’ flight experience. Since spare components represent most of the inventory value in their supply chain‚ spare parts operations should be the key focus. From the
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The objective of this report is to examine the leadership quality and the staff reaction in British Airway’s (BA). Change management are needed for British Airway’s as there are industrial disputes between the management and crew members in 2009-2011. For change to take place‚ there will be steps to take before the change should be implemented. Drastic measures and shock tactics should be taken into consideration In 2007‚ credit crunch from USA banks (BBC News‚ 2009) caused an impact globally however
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Case Study: Growing Pains What is going on? Waterway Industries began its service in 1963 from small and high quality canoe maker. Cyrus Maher who is CEO had maintained a steady growth right up until 1990. Recently he may be facing a human resources problem. Lee Carter is a relatively new employee whose high-powered sales ability has completely changed sleepy canoe company into extraordinary growth. But Maher has overheard Carter discussing a new job that would offer equity position and money‚
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the liquidity of the company. Moreover‚ employees could be more motivated if company made some employee benefit policy based on stocks. At last‚ going public could increase company’s goodwill. Thus it would bring more business. In the case of “Jetblue airways IPO valuation”‚ the motivations of JetBlue’s management board also prove the advantages listed. Based on some analysis of the case‚ three clear disadvantages reflect going public does not seem such fine. Firstly‚ the initial and ongoing expenses
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Customer Relationship Management In AIRWAYS Introduction Customer Relationship Management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. The work of CRM involves focusing on service-automated processes‚ information gathering and processing‚ and integration and automating various customer-serving processes in a company. CRM software is used to support these processes; information about customer and customer interactions
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Xiao-Hu WANG April 8‚ 2011 4-page paper: Case study of Global Marketing Barbie: Growing Pains as the American Girl Goes Global 1. Describe Mattel’s global marketing strategy for Barbie and assess its success. Does management demonstrate that it understands and embraces the needs to “think global and act local”? Mattel’s success should be attributed to its representation of American culture‚ and its Curated Consumption of its products‚ for example: when parents buy a Barbie doll to the children
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Barger‚ previously president and COO of JetBlue‚ was named the airline’s CEO. JetBlue’s board promoted Barger to the CEO role in the wake of a highly publicized operational crisis in February that led to the cancellation of over 1‚100 JetBlue flights and adversely affected the travel plans of thousands of passengers. Though numerous interviews and meetings during the past day allowed Barger to outline his vision for the airline‚ he realized that he needed to move quickly in implementing that
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No chest pain. No SOB (Shortness of Breath) No vomiting No urinary tract infection Past Medical History Patient has Diabetes Mellitus and Hypertension but under review Family History and Social History A few family members has Diabetes Mellitus and hypertension. Social History : Non alcoholic‚ Non smoker. Vital Sign Blood Pressure : 136/75 mmHg. Pulse Rate : 67/min (irregular rhythm) Temperature : 37°c Respiratory Rate : 21/min Pain Score : 2/10
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1 Why cities are the best cure for our planet’s growing painsBy Robert Kunzig Photograph by Chia Ming Chien At the time of Jack the Ripper‚ a hard time for London‚ there lived in that city a mild-mannered stenographer named Ebenezer Howard. He’s worth mentioning because he had a large and lingering impact on how we think about cities. Howard was bald‚ with a bushy‚ mouth-cloaking mustache‚ wire-rim spectacles‚ and the distracted air of a seeker. His job transcribing speeches did not fulfill him
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