Premium Essay

Tale of Two Airlines Case

In: Business and Management

Submitted By meowdromer
Words 1006
Pages 5
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 on February 15, 1995, 200 feet off the ground, Professor Roger McPherson gazed anxiously through the fog as his airplane moved to touch down at Hartsfield Airport in Atlanta, more than 1 hour and 15 minutes late. He had 30 minutes to catch his 6:00pm flight to London, where he would be meeting with the executive leadership of a major British power company to discuss their information strategy.

He felt fortunate, however, to be flying this carrier, which had a reputation for outstanding service. He was even more comfortable because he had a full-fare first-class ticket and was a Gold Card member. Professor McPherson was always uneasy about the large premium charged for full, first-class tickets, but knew that in a crunch it often meant the difference between a making a connection and missing one. He well remembered a decade ago flying this airline from Milan to London to connect to a flight to New York. Bad weather then had also reduced his 1-hour-and-30-minute connect time to 10 minutes. A discussion of the problem with the first-class cabin attendant had resulted in a phone call from the pilot to London (the airline's hub city), and a car to whisk him and one other passenger to the New York flight, which took off only one minute late. That extraordinary service had made Professor McPherson a 10-year devotee of the airline.

In the network age, he knew it would be…...

Similar Documents

Premium Essay

Tale of Two Airlines

...The Tale of Two Airlines- Case Analysis The Tale of Two Airlines is a case which analyses Professor Roger McPherson’s traveling experience with two different Airline carriers and how each company’s handling of the situation lead to two extremely different outcomes. The first was a connecting flight leaving from Hartsfield Airport in Atlanta to London, where Mr. McPherson was meeting an executive for a mayor power company. This flight tuned out to be a total customer service disaster and a major disappointment for Prof. McPherson, as he missed his connecting flight and therefore his meeting in London. The second flight took place a decade prior, a flight from Milan to London to connect to a flight to New York. This flight provided Prof. McPherson with an outstanding customer service experience. First, I would to start this analysis by stating that software and information systems are a very important asset for the airline industry. It’s through these various interacting systems that the airlines communicate to effectively coordinate flights - making sure that they are on schedule. Furthermore, these systems monitor air traffic, weather conditions, mechanical issues and others, providing customers with the utmost customer service experience, specially to those valued customers such as Prof. McPherson, who paid a high premium which provides certain travel privileges such as First class and early sitting among other accommodations. The effectiveness of these information......

Words: 1111 - Pages: 5

Free Essay

Tale of Two Airlines

...Tale of Two Airlines in the Network Age This appears to be a case where wit was very shy on the scholar’s end. Professor Roger McPherson’s assumed that the information systems at the London based airport were far better than what they actually were. It appears that he was making a pure assumption that each and every time he would fly first class, that all of his worries would be lost because of the reliability and experience he has had in the past with the very same airlines. I do believe that his assumptions were realistic for this time period only because back then the power of the internet would have not prevented the Professor from boarding the plane because most airlines in this day and age, check and see digitally if all passengers have boarded the plane before taking off. Thus his investment would have paid off as he anticipated. The reality of this situation is that in the game of connection flights, one should never schedule a flight so close together from transfer times. In this situation assuming that the flights are going to land on time and not taking into consideration that the weather or an issue with the plane can delay the time can seriously hurt your chances of making a meeting the very next day in a country across the Atlantic. Given that the year was 1995 and portable technology is almost non-existent (except for the function of making a phone call) he could not receive a text message or email stating what procedures to follow, he purely used his......

Words: 731 - Pages: 3

Free Essay

A Tale of Two Cities

...A Tale of Two Cities Charles Dickens This eBook is designed and published by Planet PDF. For more free eBooks visit our Web site at http://www.planetpdf.com A Tale of Two Cities Book the First—Recalled to Life 2 of 670 eBook brought to you by A Tale of Two Cities Create, view, and edit PDF. Download the free trial version. I The Period It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, it was the season of Light, it was the season of Darkness, it was the spring of hope, it was the winter of despair, we had everything before us, we had nothing before us, we were all going direct to Heaven, we were all going direct the other way—in short, the period was so far like the present period, that some of its noisiest authorities insisted on its being received, for good or for evil, in the superlative degree of comparison only. There were a king with a large jaw and a queen with a plain face, on the throne of England; there were a king with a large jaw and a queen with a fair face, on the throne of France. In both countries it was clearer than crystal to the lords of the State preserves of loaves and fishes, that things in general were settled for ever. It was the year of Our Lord one thousand seven hundred and seventy-five. Spiritual revelations were conceded to England at that favoured period, as at this. 3 of 670 A Tale of Two......

Words: 144268 - Pages: 578

Premium Essay

Memo Tale of Two Airlines

...To: Elizabeth Windsor, CEO From: Subject: Recommendations for Service Improvement 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 failed to identify passengers with close-connecting flights and to notify employees at destination airport to hold planes. Resulted in loss of revenue and possible long term customers. 3. Poor management control over gate boarding and gate closing, failure to monitor departure time schedule for flights. International flight departed ahead of scheduled time without regard as to passenger list and reasons for possible passenger delays. Options Available 1. Establish and integrate standard operating protocol that in the event of inclement weather, management will instruct and verify that operations employees identify connecting passengers and coordinate connections with outbound flights. 2. Complete organizational transformation with new service standards. This will require a fundamental change in attitudes and training. 3. Prior to departure all outbound flights will missing......

Words: 570 - Pages: 3

Premium Essay

Tale of Two Coaches, Case Study #3

...Case Study Analysis Paper 3 Grand Canyon University: LDR-600 May 7, 2014 Fiedler's Contingency Model In order to understand the performance of a leader, the leader needs to be placed in different situations, which can show their ability to lead. “Effective leadership is contingent on matching a leader’s style to the right setting” (Niorthouse, 2013, p. 123). By the use of the contingency theory, the subordinate’s reaction can affect the way the leader will teach and react. This theory gives better understanding of how the leaders interact with the employees, and if they will be effective in specific situations. “Contingency theory matches the leader and the situation, but does not demand that the leader fit every situation” (Northouse, 2013, p. 127). The styles are divided into task-motivated and relationship-motivated. Coach Knight and coach Krzyzewski (coach K) use in this case study, are proven effective in their leadership styles and approach to their team members, because they both have winning teams. According to Fiedler’s Least Preferred Coworker (LPC) scale, coach Knight will have low score and be identified as a task motivated leader who “will be effective in both very favorable and very unfavorable situations—that is, in situations that are going along very smoothly or situations that are out of control” (Northouse, 2013, p. 125). Coach K will score high on LPC scale which describes him as a leader who is relationship motivated, and who will......

Words: 970 - Pages: 4

Premium Essay

Case Study Analysis Paper 1: a Tale of Two Coaches

...Running head: CASE STUDY ANALYSIS PAPER 1: A TALE OF TWO COACHES Case Study Analysis Paper 1: A Tale of Two Coaches December 19, 2012 Bobby Knight is an American college basketball coach. He has the most coaching victories in NCAA men's basketball history. His 1975–76 Indiana University team had a perfect 32–0 record and went on to win the NCAA championship. He was the coach for the U.S. men's basketball team in 1984 and led them to Olympic gold. His temper was legendary and in 2000 he was fired from Indiana. (Bobby Knight Biography, 2012) Duke's Mike Krzyzewski is known as "Coach K”. He is known as “Coach K” to friends and admirers because "Krzyzewski" is hard to say and spell. He has the most notable record in college basketball. He has four national championships and has more wins than any other active men's basketball coach. Only Bobby Knight, who was his mentor from West Point, has more wins. (Zegers, n.d.) They are two of the most successful basketball in history. They share leadership styles, yet these styles are very different. Bobby Knight is an in your face type of coach. He uses fear and leads by using rewards and punishments. He uses tight supervision and control. Coach K believes in empowering his players and sets high goals and maintains standards. He leads with respect. He leads through personal power of being referent. Both coaches are passionate, disciplined, and competent in their jobs as a coach and care a lot for the players both on and......

Words: 580 - Pages: 3

Premium Essay

Jetblue and Westjet a a Tale of Two Is Projects

...Week 11: JetBlue and WestJet: A Tale of Two IS Projects Ans 1: The reservation system at airlines such as WestJet and JetBlue is the heart of the customer interaction and these systems helps guide the customers through the process of shopping for flights and lets the customers see what seats are available on that flight and then if they find what they want they can go ahead and pay for the tickets right then. Customers use the reservation systems to make the reservations, change reservations, or cancel reservations. They also can select specific seats on their flights, check the bags, and utilizing the kiosks located at the airports to print out boarding passes. Ans 2: The benefits of upgrading the system would by far outweigh any of the risk once the implementation is completed. The highest risk would be the loss of customers, this would stand true for both WestJet and JetBlue Airlines. JetBlue helped to minimize their risks when WestJet decided to be the first to upgrade and implement. WestJet went live in October of 2009 and it was horrible. They had not evaluated everything thoroughly and it showed. The bottom line is the risks involved is customer service being affected in anyway. Ans 3: WestJet was the first to undertake the upgrade and implementation. Their customers were having major issues with the reservation services which caused their call centers to get flooded with calls. The main issue that plagued WestJet was not anticipating......

Words: 491 - Pages: 2

Premium Essay

Case Study: a Tale of Two Friends and of Jobs Worth Having

...Case study: A Tale of Two Friends and of Jobs Worth Having In Short, the writer has a friend who took a job at the Mercedes plant, but he was disappointed about the kind of work. However, he cannot quit from this job due to the good paid and his responsibilities toward his family. The writer talked in his article about his position on the Assembly Line jobs—such as those at Mercedes, or at McDonald’s and his senator friend opinion in same regard. Answer 1: I will have to disagree with most of his positions, especially his opinion on his senator friend. Answer 2: The writer is completely right when he said that all of us dreams of doing something worthwhile and all of us want to be good workers. Answer 3: First point, as he mentioned his friend has been working on this line of work for several years and he should know that transferring to a bigger plant would mean more work since he is getting a better compensation. As to what he said that boring, degrading, miserable, dehumanizing works are not work worth doing, this could vary in different opinion from different people. There are a lot of these kinds of works, but people are still taking it because they are satisfied with it, no other option, or due to physical and mental limitation of certain individuals. Boring works doesn’t necessarily mean it is not worth doing. If his friend is not capable of handling the task that Mercedes requires then he shouldn’t have left the smaller plant. Second point, his......

Words: 644 - Pages: 3

Premium Essay

A Tale of Two Is Projects

...A Tale of Two IS Projects Business Problem-Solving Case Week 7 Upper Iowa University Week Six Business Problem-Solving Case 1. How important is the reservation system at airlines such as WestJet and JetBlue. How does it impact operational activities and decision making? The reservation system is highly important to airline companies, especially small ones. These companies must give over the top customer service in order to compete with the larger airlines. This means that when customers use their site they must be able to easily see their prices and book their flights. The reservation system will effect operational activities because it shows the number of reservations booked, and this helps to know how many planes will be needed during a specific amount of time. The reservation system also helps to know when to have special deals on flights, so that all seats may be filled (Laudon & Laudon, 2013). 2. Evaluate the risks of the projects to upgrade the reservation systems of WestJet and JetBlue and key risk factors. There are several risks to consider when evaluating the risks of the projects to upgrade the reservation systems of WestJet and JetBlue. First of all for customers there is one main risk. The consumer will either notice no difference in their abilities to book flights etc. or they will consider the operation failed, and this could upset the way they look at the airlines brand. The key risk factors to consider are the...

Words: 600 - Pages: 3

Premium Essay

A Tale of Two Is Projects

...A Tale of Two IS Projects Business Problem-Solving Case Week 7 Upper Iowa University Week Six Business Problem-Solving Case 1. How important is the reservation system at airlines such as WestJet and JetBlue. How does it impact operational activities and decision making? The reservation system is highly important to airline companies, especially small ones. These companies must give over the top customer service in order to compete with the larger airlines. This means that when customers use their site they must be able to easily see their prices and book their flights. The reservation system will effect operational activities because it shows the number of reservations booked, and this helps to know how many planes will be needed during a specific amount of time. The reservation system also helps to know when to have special deals on flights, so that all seats may be filled (Laudon & Laudon, 2013). 2. Evaluate the risks of the projects to upgrade the reservation systems of WestJet and JetBlue and key risk factors. There are several risks to consider when evaluating the risks of the projects to upgrade the reservation systems of WestJet and JetBlue. First of all for customers there is one main risk. The consumer will either notice no difference in their abilities to book flights etc. or they will consider the operation failed, and this could upset the way they look at the airlines brand. The key risk factors to consider are the...

Words: 600 - Pages: 3

Free Essay

Case Study Analysis Paper 1: a Tale of Two Coaches

...Case Study Analysis Paper 1: A Tale of Two Coaches Coach Bobby Knight and Coach Mike Krzyzewski are perhaps two of the best effective college basketball instructors in the United Sates. Nonetheless, their management types may perhaps not be beyond diverse. The question asked is, if it is beneficial to be loved or to be feared. Both of these coaches contained within these leadership viewpoints and involved the next significant theories: • Effective leaders recognize their specific expectations about human character. • By what method you manage (leadership style) is subjective to who you are (self-awareness) and the requirements of the position (situational awareness). Increasing your self- perception, ability to adapt, and situational awareness your leadership type amplifies your general array of efficiency as a lead. Bobby Knight, otherwise recognized as "The General," is the person in charge to coach the basketball team from Texas Tech University. He is a heated, aggressive individual who leads throughout intimidation and discipline, which several commentators say goes too far with his discipline. Knight was dismissed after a lengthy profession for the Indiana University because he griped an apprentice, and before that, he was recorded holding one of his team members by the collar. Afterwards, the disreputable occurrence in a match happened when Coach Knight threw a foldaway chair crossway the courtyard to object an arbitrator's decision. Mike Krzyzewski, better......

Words: 545 - Pages: 3

Premium Essay

Tale of Two Airlines

...Tale of Two Airlines: Case Study In the Tale of Two Airlines case study, Professor McPherson discussed how two different airlines handled passenger travel, and in this case, booking issues caused by weather coupled with mechanical problems which contributed to flight delays. The initial delay began when an airline arrived late to Hartsfield Airport in Atlanta, the busiest airport in the country. Professor McPherson was able to make it to the gate for his connecting flight to London, with what he thought was just enough time, only to find that the airplane had pushed back early and he therefore missed this connecting flight to make an important meeting in London. When the gate agents arrived, they happily booked him on another airline with another flight to London which should have allowed Professor McPherson to arrive only 30 minutes late. Unfortunately, this airline also experienced delays due to mechanical problems upon departure and was delayed. Only this time the airline used the technology at hand and quickly accommodated his new itinerary and forwarded him to Frankfurt since he had missed his meetings entirely in London. Professor McPherson also reflected back to a previous flight prior to the network age where he was scheduled to make a connection in London to New York, and due to flight delays was also late. Even though modern IT was not available at the time, the London based airline quickly resolved the issue. He spoke to a first class flight attendant who......

Words: 1200 - Pages: 5

Premium Essay

Case Study Analysis Paper: Tale of Two Coaches

...Case Study Analysis Paper 1: A Tale of Two Coaches Rhodeanny31 Grand Canyon University: LDR-600-0101 September 23, 2014 Case Study Analysis Paper 1: A Tale of Two Coaches Intelligence, self-confidence, and determination are the leadership perspectives that have exhibited in both Coach Bob Knight and Coach Mike Krzyzewski (known as Coach K.). Coach Knight is known as the winningest coach in NCAA men’s basketball until Duke’s Coach Krzyzewski exceeded his spot. Coach Krzyzewski played under Coach Knight when they were both at West Point and he was a graduate assistant at Indiana University under Coach Knight (Snook, Perlow, & Delacey, 2005). Coach Knight and Coach K. are very successfully college basketball coaches who has different leadership styles of pursuing and producing a competitive goal of winners. Power Bases Relied Upon Coach Knight’s power bases are relied with a tight controlling type categorized by societal detachment between him and the basketball players he coaches. His leadership role consist of discipline and intimidation, sometimes goes too far. Coach Knight’s position of power is high reflected by his regular abuse of verbal and physical punishment. Based on his regular outburst of anger when he was “under stress”, he reverted to less developed ways learning in early developments (Northouse, 2004). Coach Knight emotional capabilities consist of high self-awareness, low self-regulation, high motivation, low empathy, and low social skills...

Words: 919 - Pages: 4

Free Essay

A Tale of Two Londons

...A Tale of Two Londons Who really lives at One Hyde Park, called the world’s most expensive residential building? Its mostly absentee owners, hiding behind offshore corporations based in tax havens, provide a portrait of the new global super-wealthy. BY NICHOLAS SHAXSON Up until the 18th century, Knightsbridge, which borders genteel Kensington, was a lawless zone roamed by predatory monks and assorted cutthroats. It didn’t come of age until the Victorian building boom, which left a charming legacy of mostly large and beautiful Victorian houses, with their trademark white or cream paint, black iron railings, high ceilings, and short, elegant stone steps up to the front door. This will not be the impression a visitor now gets as he emerges from the Knightsbridge subway station’s south exit. He will be met by four hulking joined-up towers of glass, metal, and concrete, sandwiched between the Victorian splendors of the Mandarin Oriental Hotel, to the east, and a pretty five-story residential block, to the west. This is One Hyde Park, which its developers insist is the world’s most exclusive address and the most expensive residential development ever built anywhere on earth. With apartments selling for up to $214 million, the building began to smash world per-square-foot price records when sales opened, in 2007. After quickly shrugging off the global financial crisis the complex has come to embody the central-London real-estate market, where, as high-end property consultant...

Words: 6295 - Pages: 26

Premium Essay

Case Study Two: Southwest Airlines & Sprint Telecommunications

...Case Study Two: Southwest Airlines & Sprint Telecommunications DeVry University: BUSN258 November 30, 2011   Southwest Airlines & Sprint Telecommunications There are many factors that contribute to the success of a company and customer service is one of the more important elements that determine this. A company’s customer service reputation is not built nor fixed overnight; yet it can be a company’s greatest attribute, or attribute greatly to its downfall. Southwest Airlines is known for its world class customer service; this is just the opposite of Sprint Telecommunications which is often noted for its lack of customer service. While exploring the customer service reputation of these two different companies we will discover the vital role and impact of customer service as pertains to the success of these companies. “Southwest Airlines Co. is a low-fare domestic airline that provides primarily short haul, high-frequency airline services. Southwest is one of the largest carriers in the U.S. based on number of domestic passengers. The firm operates 547 Boeing 737 planes, serving 72 cities in 37 states throughout the U.S. The firm operates over 3,100 flights daily (Plunkett 2011).” For those of us who are unfamiliar with Southwest Airlines customer service practices look no further than the company’s philosophy and mission statement. “The Southwest Airlines philosophy serves as the vision and mission for the organization. Certain quality management principles are......

Words: 1581 - Pages: 7

Josephine the French Rose | Boomstam schillen.AVI | – Türkische Filme