Tale of Two Airlines Memo Essay Example for Free

Tale of Two Airlines Memo EssayIm writing in regards of recommendations for gain improvement. These findings are based on the McPherson complaint and the following issues have been identified. 1. Information technology and ope ration strategy failure for not identifying a full fare customer through the (RMS) tax income management system or (CRS) computer reservation system. This may have caused the airline to lose a loyal 10 year customer. 2. Poor service management by a failure of airline employees to coordinate standard operating protocols of inclement weather procedures. Inflight attendants failed to identify passengers with close connecting flights and notify employees at culture airport to hold flights. 3. Poor management control over gate boarding and gate closing, failure to monitor departure time schedule for flights. world-wide flight departed ahead of scheduled time without regard to passenger list and reasons for possible passenger delays.The following is a list o f options available.1. take and coalesce standard operating protocol that in the event of inclement weather, management will instruct and verify that operation employees identify connecting passengers and coordinate with outbound flights. 2. pass with flying colors organizational transformations with new service standards. Taking in consideration more human factors with todays standards in mind. This will require a fundamental change attitudes and formulation on behalf of management. IT managers should also moot human factors more seriously than ever. 3. Prior to departure all outbound flights with missing connecting and checked-in passengers will work with operations to check up on the status of missing passengers.Recommendations for correction are as follows1. pay back a protocol for system identification of delayed flights,inclement weather or mechanic failure, with in-flight connecting passengers to be cross checked. Having a system in place to communicate between airlin es is key in this case. A study done by Jody Hoffer Gittell states, relationships of divided goals, shared knowledge and mutual respect enable participants to connect in a meaningful way across functional and organizational boundariesallowing them to coordinate on the fly.(Gittell, J. H. 2003)Studies have also shown that a firm should be able to increase customer satisfaction which ultimately leads to a better firm performance. 2. Develop new service standards to be instituted for operations management with necessary actions to be taken to insure performance measures are met. Establish training to empower employees to take initiatives to increase satisfaction with customer service. Develop alliances with competitors in market area to use code sharing in the CRS to boost customer servicesatisfaction.3. alter operations strategy for gate closing procedures.ImplementationCreate a project for the IS/IT department to write program into the enterprise CRS system to trigger a generated report with linkages between incoming delayed flights passenger lists and connecting flight passenger lists.Management is to distribute the above report to the appropriate parties in order for measures per functional protocol to be instigated. Develop incentive program for a pre-determined ratio of completed transfers and connections made. Assign committee to develop and monitor outreach program to alliance competitors.Establish mandatory adherence to scheduled gate closing departure times and pre gate closing passenger checklist. IS/IT department to develop pre gate closing checklist in system with requirement of management signature prior to closing out flight.Assessment CriteriaAffirm successful project completion and integration into CRS system.Track ratio of completed flight connections and establish high baseline for number of completed connections made.Hire market research firm to conduct surveys on customer satisfaction for passengers of identified delayed flights. Assign s taff to reconciliation of survey, delayed report, and completed connection report to monitor progress.ReferencesGittell, J. H. (2003). The Southwest Airlines way Using the power of relationships to earn high performance. New York McGraw-Hill.