ORGANIZATIONAL INFORMATION SYSTEMS
Case Analysis – Tale of Two Airlines
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 ...view middle of the document...
Past experience with the 1985 network infrastructure followed by the Internet era of the 1990’s, would understandably equate to Professor McPherson assuming that this would have resulted in an increase in the communication network between airline personnel of the incoming Delta Airlines and the outgoing British Airways flight resulting in him making his connection and getting to the final destination as scheduled. It was not expected that with such a significant change in the business landscape of the 1990’s that the information technology support and communication channel available would not have been adequately utilized by personnel of British Airways making them aware that Professor McPherson (a Gold Card priority member with a first class ticket) would have arrived at the gate on time to board his flight, which had departed earlier than scheduled to London.
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?
In the case of the two airlines, it was noted that there was a distinct difference between the personnel of Delta Airline versus that of British Airways. The Delta employees seemed to have a greater level of employee motivation, involvement, enthusiasm and satisfaction. They seemed to have felt a sense of empowerment and as such the quality service that was rendered to passengers is a symptom of how engaged and motivated they were. Given that Professor McPherson’s flight history was stored in the airline’s database enabling easy access, greater effort should have been taken to ascertain information for passengers with connections, such as Professor McPherson. Gate agents have the ability and authority to view each passenger’s flight information. The British Airways gate agents should have verified that the Professor had boarded the Delta flight (through real time information) and also had the ability to make the connection to London. In this regard, by using Delta’s information system, the British Airways personnel should have recognized that the Professor (a First Class Gold Card Customer) was scheduled to have connected to their flight destined to London. Additionally, British Airways had the capabilities to utilize the inter-connectivity among the airlines information systems to indicate that Professor McPherson had boarded the flight; to obtain the status of the incoming flight; to identify connecting passengers and also to determine whether the Professor had adequate time to connect after disembarking the Delta airlines flight. With none of the above measures being undertaken, this demonstrated gross negligence on the part of the management, gate agents and all associated personnel; as it meant clearance would have then been given for the airline to depart without all intended passengers aboard. The Delta gate agents also had a responsibility to ensure that the Professor made his connecting flight, since it was...