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Case of Airlines

In: Business and Management

Submitted By lakeishap
Words 3174
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ORGANIZATIONAL INFORMATION SYSTEMS
Case Analysis – Tale of Two Airlines

PROBLEM STATEMENT

Neglect and inconsistency in applying standard operational strategies and procedures can make a significant difference in meeting the expectations of passengers, affects passenger loyalty and have potential consequences on the ability of an airline to retain existing customers and attract new ones. In the information technology age “technology is only a small enabling piece of a total service concept.” How can an airline cause information technology, operations strategy, management control, empowered/unempowered work force, and service management to come together to produce customer satisfaction and long term customer loyalty?.
In analysing the case, let’s examine some of the issues that were encountered during his travel, the reasons for these issues and what could have been done differently to provide a hassle free travel experience.
It is a fair expectation and assumption that when a comparison is made with quality services and the impact of the use of information technology in 1985 versus 1995 there should be a distinct difference due to the era and the stages of advancement in information technology. It is therefore assumed that whatever service was provided in the 1980’s would have been improved ten years later. This leads us to examine: * Was the assumption made by Professor McPherson to think that it was possible for the network between airlines to make it feasible for him to connect to the London based flight to attend his meeting (planned three months in advance) regardless of the delay reasonable?

* Did the airline staff/personnel of both airlines actually attempt to make a difference in all instances to make their first class gold card customer satisfied? * Did either airline use a unique strategy and use all available resources and…...

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