Chapter 7 – southwest airlines 7a Review this IM exchange and explain how the customer service agent could have handled the situation more effectively. The agent should have made the conversation go like this: Agent: Thank you for contacting Home Exercise Equipment. How is everything going for you? (Omit What’s up) Agent: I do hear that a lot‚ let’s see what we can do (Omit the LOL) Agent: We will send you another crossbar (after the customer said it was not the right length) This is how
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Hanson Ski Products - Projected Quarterly Balance Sheets (in $ thousand) 3/31/86 Assets Current Assets Cash Receivables‚ Net Inventories Prepaid Expenses Total Current Assets Fixed Assets Plant‚ Property‚ & Equipt (Less) accum depreciation Total Net Fixed Assets Other Assets Total Assets Liabilities and Stockholders’ Equity Current Liabilities Accounts Payable Notes Payable - banks Income Taxes Payable Current Installments - lt debt Total Current Liabilities Long Term Debt Term Loan Notes Payable
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Two Southwest Airlines Incidents. Two more similar incidents occurred in 2009 and 2011 to two Southwest Airlines Boeing 737-300 aircrafts. The fuselage ruptured in the similar areas due to corrosion and lap joint issues‚ but at a far lesser severity than that of Aloha Airlines Flight 243. The incidents occurred to Southwest Flight 2294 on July 13‚ 2009 and to Southwest Flight 812 on April 1‚ 2011‚ where both aircrafts made emergency landings safely with no injuries (Irving‚ 2011). Southwest Flight
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elements used by an airline would differ if the target audience were: (1) Consumers who travel for pleasure (CP) (2) Corporate travel departments that select the airlines to be used by company employees (TD) Message Ideas Expressed Execution How Presented Brief intro: -When an Airline has stated the mission and noted its target markets‚ they have several ways to promotionally communicate its messages. - The airline will have to use different strategies for each target in terms
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Delta Airlines Board of Directors Presentation October 18‚ 2013 Consultants: General Overview of Delta Airlines Strategy DELTA’S CURRENT STRATEGY COMPANY’S SANDBOX High rivalry makes industry unattractive Profitability increasing‚ but still below cost of capital Consolidation trend has reduced rivals helping profits Trainer refinery acquisition: using vertical integration to address Delta’s largest expense Metrics of improving flight completions‚ on-time arrival rate and
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Southwest Airlines: Organizational Commitment and Communication Paper Communications for Accountants COM/530 Southwest Airlines: Organizational Commitment and Communication Paper Southwest Airlines’ strong organizational culture is reflected in its mission as shown in its website: “dedication to the highest quality of Customer Service delivered with a sense of warmth‚ friendliness‚ individual pride‚ and Company Spirit.” Southwest is a company that not only excels in customer service
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Analysis of Key Strategies Stephanie Peete Embry-Riddle Aeronautical University Business Capstone MBAA-635 William Reed February 23‚ 2014 Analysis of Key Strategies When a company creates a strategic plan‚ it should reveal the future direction of the company. The strategic plan should outline the organization’s purpose‚ goals and the methods that will be used to accomplish those goals. The major key components of strategic planning are outlining the company’s vision and mission statements. The
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Assignment Questions 1. What is Southwest’s competitive strategy? What are the sources of its success? How does it make money in this business? 2. What are the foundations of Southwest’s competitive advantage? Southwest Airlines’ successful and profitable business model has been driven by several strategies: high aircraft utilization; standard fleet; charismatic leadership; low fare carrier; excellent customer service practice; attractive frequent flier program; innovative and creative marketing
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Culture at Southwest Airlines on the Eve of Merger with AirTran In looking at Southwest’s values and norms‚ it’s helpful to examine how the company’s culture is described by all stakeholders (internal – employees‚ management; external – investors‚ customers). Five key values emerge that guide the company at all levels. 1. Zealous passion for customer satisfaction Southwest’s relentless commitment goes beyond the lip service most companies uphold. From line level to the C-suite‚ everyone
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SOUTHWEST AIRLINES Executive Summary Southwest Airlines is the largest low cost airline carrier in the United States. Southwest is headquartered in Dallas‚ Texas. The airline was established in 1967. It carries the most domestic passengers of any US airline‚ as of June 5‚ 2011. Southwest uses only Boeing 737’s‚ except for a short time during the 1970’s and 1980’s when they used Boeing 727’s. As of August 2012‚ Southwest is the largest domestic passenger airline operator of the Boeing
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