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Meltdown at Jet Blue Airlines - Case Study Example

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The paper "Meltdown at Jet Blue Airlines" highlights that long periods on phones, time is taken to trace luggage, and the fact that no notifications were made to customers prior to flight schedule resulted in poor CRM impacting heavily on the public image of the company…
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Meltdown at Jet Blue Airlines
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Despite being in operation since 2000, Jet Blue airlines are quite behind with technology. One of the management functions is to plan for future unexpected occurrences. Disasters like poor weather conditions ought to be in the plan bearing in mind the weather conditions of this state. Both management and technical issues caused the meltdown experienced at Jet Blue airlines. Lack of an integrated system that could give real-time information to management to cancel flights at the right time or rebook them was lacking. After a delayed cancellation of flights, a good Customer Relationship Management system (CRM) would have saved the situation. This was lacking as well at Jet Blue airlines. The system in place could not allow online rebooking or via the kiosks, leaving the customers with no choice but to call for reservations (Rainer & Turban 2008).
On the other hand, the issues experienced were technical. Lack of correct infrastructure and information systems had a great impact on the meltdown. The lack of a luggage-tracing module, non-expandable reservation module, improper database to trace employees and allow rebooking of flights either online or via kiosks all was technical. If I were in the managements’ shoes, I would plan to cater for unexpected results and scenarios. I would equip myself with expected weather conditions for the whole year and install a good TPS. This will enable me to get real-time information that will be useful in making good judgement and acting in good time. Read More
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