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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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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1. ¿Cuáles son los hechos más relevantes del caso? ¿Cuál es la situación competitiva de la empresa? Hechos: Generales: * Neelman‚ hombre visionario y fundador de JetBlue llevaba una vida dedicada a la industria aérea‚ fundó JetBlue basándose en sus propias experiencias y tratando de mejorar las expectativas tanto de clientes‚ colaboradores y asociados; haciendo del excelente servicio a estos grupos la clave de su éxito. * 5 años de existencia en la industria para el 2005. * Para el
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JetBlue is a low-cost domestic airline in the United States that utilizes a combination of low-cost and value-added differentiation as its market strategy. From its launch in February 2000 to the time of the case‚ the airline grew to become the 11th largest player in the airline industry in a short span of 4 years. Moving into the growth phase‚ JetBlue transitions from launch mode to an established product stage where it needs to focus on growth of scale. Executive leadership has determined that
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HR0277 Change‚ work and Diversity Part 1: Research report on British Airway’s (BA) Word count: Part 2: Academic report to evaluate the implementation and resistance of such change management from one of the three stakeholders’ point of view Word count: Part 3: Seminar-based portfolio evidences. Word count: Siti Nuraisah Binte Zailani W11039814 Part 1 British Airway’s 1. Introduction 2. Change management
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CASE PRESENTATION Patient’s Personal Details Registration Number : HK00033285 Sex : Male Race : Cina Age : 76 years old Date of Admission : 28.09.12 Chief Complain Renal function damaged during follow up under Tenom Hospital for 2/7 ago. History of Present illness Noted having refractory hyperkalemia secondary to CKD. Loss of appetite. Headache. Weight loss without trying to lose weight. No chest pain. No SOB (Shortness of Breath) No vomiting No
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BCarroll‚ Archie B. The Pyramid of Corporate Social Responsibility: Toward the Moral Management of Organizational Stakeholders‚ Business Horizons‚ July-August 1991 For the better part of 30 years now‚ corporate executives have struggled with the issue of the firm’s responsibility to its society. Early on it was argued by some that the corporation ’ sole responsibility was to provide a maximum financial return to s shareholders. It became quickly apparent to everyone‚ however‚ that this
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