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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Executive Summary This research report provides an analysis of two popular airlines in Australia; Jetstar and Virgin Blue‚ both whom are competing in the airline business. Jetstar and Virgin Blue can both compete and be highly profitable within the business‚ leisure and family market but however‚ it will ultimately be the service companies‚ and their associated marketing strategies and techniques which‚ will establish the difference between the market ‘leader’ and the market ‘loser’. This analysis
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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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Strengths British Airways is an established and a well-known brand and an icon that carries the symbol of UK air travel‚ is the largest British based airline considering it financial size and stability. Rich‚ strong and robust partnerships founded Oneworld alliance‚ becoming the third largest in the world. BA also takes advantage of Economies of scale by using the spare space of aircraft for cargo services.Additionally‚ a sole access to Terminal 5 development boost mobility in Heathrow airport Weakness
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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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Contents SWOT Analysis 3 Appraisal of SWOT Analysis 4 Taking Advantage of Our Strengths 4 Reducing our Weaknesses 4 Taking Advantage of Opportunities 5 Looking out for Threats 5 References 6 SWOT Analysis Strengths | Weaknesses | 1. Low Cost of Tickets 2. Low cost of maintenance – Fleet made up entirely of Airbus A320-200 3. Low Cost of Operations – Uses Budget Terminals 4. 1st low cost carrier in Singapore- Is recognized as the low cost leader 5. Operates in
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INTRODUCTION The objective of this assignment is to analyse the current situation of Qatar Airways‚ as well as to determine possible future strategic options through the application of theoretical frameworks such as value chain analysis‚ resource edit‚ stakeholder analysis and Ansoff matrix. BACKGROUND Since its re-launch in 1997‚ Qatar Airways has attained staggering growth in fleet size and passengers number. From four aircraft in 1997‚ the group grew to a fleet size of 42 in September 2005
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September 24 2013 Patryk Nikoniuk Introduction This report provides information about Scotia Airways‚ small‚ private airline based in Glasgow. It pays attention mostly to the management side of the company highlighting major strengths and weaknesses while offering some explanation for observed changes. This report will contain also recommendations for control strategy‚ outline of company’s stakeholders and explanation of Open System Theory. Illustrate the relationship
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References: Books / Articles British Airways‚ (2012)‚ Our strategy and objectives‚ annual report and accounts 2011/2012 British Airways‚ (2011)‚ Our strategy and objectives‚ annual report and accounts 2010/2011 British Airways‚ (2010)‚ Our strategy and objectives‚ annual report and accounts 2009/2010 British Airways‚ (2009)‚ Our strategy and objectives‚ annual report and accounts 2008/2009 British Airways‚ (2008)‚ Corporate Responsibility‚ annual report and accounts 2007/2008
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ABSTRACT This Internet strategy paper is prepared for Qantas Airways with the aim of analyzing how Internet marketing was incorporated in the company’s business strategy. Gathering of needed information was done through utilizing electronic databases and journals from the library‚ as well as books related to the topic. In addition‚ websites of the various businesses involved were viewed for the latest company news and information. For the purposes of this paper‚ the Qantas Group is narrowed
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