US-CAEF. Let me tell you a little bit about my family. My family consist of three people‚ they are: my lovely mother‚ little sister and me. Ainura is my mother‚ she works in “M’vector” consulting company. Because my parents had divorced‚ when I was 2 years old‚ only my mother provides for me and my sister. There is no support from my father. My mother works very hard to provide us with everything‚ which a self-sufficient family needs. I am very thankful to her. Regarding my sister‚ she is a first-grader
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What problem does BA have? Traditionally‚ success in complaint handling has been measured by the lack of complaints‚ i.e.‚ a rise in complaints is negative. This is not always true‚ as this case clearly goes to show. In the early 90’s BA discovered that as many as a third of BA passengers were in some way dissatisfied with their BA flight‚ but that 69% of those passengers never registered a complaint. BA had been trying to concentrate on “melting the complainant iceberg” and was especially
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systems failed as well. Traffic Simulation Planning was unable to put flight plans into the system because it was a standalone system. Rainer‚ R. K.‚ Jr.‚ & Turban‚ E. (2009) What would I have done differently? First‚ I would plan for the worst case scenario. My team of executives would be drilled to test the system‚ find the limitations‚ and then assign a team to deal with them. It is too late when the event is happening to plan for the scenario. I think as follow-up to the crisis‚ the plans
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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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SHORT CASE: (source: Retail Management: A Strategic Approach 11th Ed.‚ Berman & Evans) Case 1: BED BATH & BEYOND’S PLAN FOR GROWTH Bed Bath & Beyond (BB&B‚ www.bedbathandbeyond.com)‚ the power retailer of domestics and home furnishings‚ has annual sales of $7 billion and a net income of $562 million. The firm’s profitability can be explained by its increasing gross profit margins at the same time it decreases selling‚ general‚ and administrative (SG&A) expenses as a percent of sales. BB&B
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What are the pros and cons of HSBC’s “Managing for Growth” strategy? The HSBC managing for growth strategy is a plan that provides HSBC with a blueprint for growth and development. The key point of the strategy was to build on HSBC’s strengths and address it’s weaknesses. HSBC plans to deliver its strategy for growth by focusing on enhancing HSBC’s revenue generation culture‚ further developing its brand managing costs strategically ‚ maintaining a prudent credit/market risk stance and investing
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Task 1 1.1 The view on what strategy means‚ varies as it is expected. The reason for the existence of different definitions is the Greek root of the word strategy means the art of war. Some definitions are: Strategy is the skill of administering or planning (Webster ’s New World Dictionary‚ 1992). Strategy is the direction and scope of an organization in the long term‚ combining the resources of the organization with the changing environment and more particularly to markets and clients‚ in order
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Competitive Analysis Porter’s Verdict The Porter framework shows that the airline industry is exceedingly unattractive. Nevertheless‚ JetBlue has quickly attained profitability while maintaining its unusual low cost‚ low-fare‚ and high-quality service strategy. Rivalry is High Consolidation notwithstanding‚ rivalry is high as numerous competitors remain in the airline business. Major airlines such as Delta‚ United and American offer a substantially similar flying experience to the customer
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Threat of Substitutes * There are few direct substitutes; * Short haul flight: the Eurostar or a ferry. * Long haul flights: no notable substitutes. Threat of Substitutes * There are few direct substitutes; * Short haul flight: the Eurostar or a ferry. * Long haul flights: no notable substitutes. Threat of new Entrants * Significant barriers to entry: such as the competitive environment‚ high regularity requirements and high capital cost requirements. * Barriers
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considerable employee sacrifice. It needs to be appreciated that the organisation has initiated a number of other strategic changes to improve customer satisfaction and satisfaction‚ including the commissioning of terminal 5 at Heathrow‚ (McGinn‚ 2009‚ p 2)‚ and the need to achieve financial viability has now assumed important dimensions. Change management theories focus on three important dimensions‚ namely (a) the planning and implementation of the change process‚ (b) the involvement of the organisation
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