Case Analysis – Tale of Two Airlines in the Network Age By –AKK This case analyses Prof. McPherson’s service experience with respect to two Airline carriers‚ which was not expected in this age of Network and Information Technology and also the service level expectations from the customers. First we analyze the setting/situation‚ issues Prof. McPherson experienced and his assumptions; and then try to address them. The bottom line: addressing such situations would improve efficiency‚ customer loyalty
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Tale of Two Airlines: Case Study Professor McPherson discussed in his case study how two different airlines manage passenger booking issues caused by flights delays with the resource they have at hand. In 1985‚ Professor McPherson became a loyal passenger to a London-based airline due to their exceptional service. This happened when he encountered a problem in making his connecting flight due to weather delays. The London- Based airline quickly resolved the issue. He spoke to a first class flight
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Date: March 14‚ 2014 In regards to the McPherson complaint the following issues have been identified: 1. Information technology and operation strategy failure for not identifying full fare ticketed customer through the (RMS) revenue management system and (CRS) computer reservation system. Possible loss of a loyal 10 year profitable customer. 2. Poor service management by a failure of airline employees to coordinate standard operations strategy of inclement weather procedures. Inflight attendants
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F . WARREN MCFARLAN Tale of Two Airlines in The Network Age: Or Why The Spirit of King George III Is Alive and Well! As Professor Roger McPherson’s wait to go through the security process a second time dragged on into its third hour on this Spring day in 2002‚ (all passengers had to be rescreened upon the discovery that one of the airport screening machines was unplugged) he was reminded of another delayed business trip and the role that information technology played in the story. At 5:30pm
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Tale of Two Airlines Memo Dear Elizabeth Windsor‚ CEO‚ I ’m writing in regards of recommendations for service improvement. These findings are based on the McPherson complaint and the following issues have been identified. 1. Information technology and operation strategy failure for not identifying a full fare customer through the (RMS) revenue management system or (CRS) computer reservation system. This may have caused the airline to lose a loyal
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Case Study: A Tale of Two Airlines in The Network Age Empowering your employees with industry standard service training and motivated working attitude company-wide will help the company thrive in the Network Age. Airline customer service experience depends on more than Information Technology only. Human Factors went above and beyond what IT can provide and could jeopardize the service quality. IT Managers today should take human factors more seriously than ever. “A Tale of Two Airlines in The Network
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Information Age is a term that has been used to refer to the present economic era. The name alludes to the global economy’s shift in focus away from the production of physical goods (as exemplified by the industrial age) and toward the manipulation of information. Information technology The relatively recent field of information technology concerns the use of computer-based information systems to convert‚ store‚ protect‚ process‚ transmit and retrieve information. Technological advances in
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portion of the Internet. The Information Age‚ also commonly known as the Computer Age or Digital Age‚ is a period in human history characterized by the shift from traditional industry that the industrial revolution brought through industrialization‚ to an economy based on the information computerization. The onset of the Information Age is associated with the Digital Revolution‚ just as the Industrial Revolution marked the onset of the Industrial Age. During the information age‚ the phenomenon is that
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The Information Age primary forces were brought on by computers and televisions which were the primary forces of the explosion which became to be an every use in the American household which kept them up to date with news and telecast of the news of the wars and the first astronauts to walk on the moon. The computers helped with production storage which was a back up from paper work. The shift from book to screen altered the way individuals perceived reality. My experience in living in the Information
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Discussion Board Activity Question Activity Based Costing in the Information Age Activity based costing systems provide a much more accurate picture of product costs than do traditional product costing systems. This exercise focuses on an article presented on the Web site of the ACA Group‚ an alliance of highly trained and experienced consultants and instructors. The ACA Group provides in-house training‚ management consulting‚ and systems installation. You may recognize the names of some of the
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