A airlines is the 7 th largest domestic carrier in country U. It flies to over 100 destinations and its constant commitment to delivering high quality services has earned it a loyal customer base. Its quality culture emphasizes training of top management, regular process improvements, and regular collection of over 100 quality and performance parameters on a daily basis. More than 200 managers at A have obtained the Six Sigma certification. A is also very proactive when something does go wrong. When a flight had to make an emergency landing, the airline organized another plane within an hour to take the travelers onward in their journey. Travelers were also immediately and clearly appraised of the situation and within the same hour they all received an apology letter from the airline along with $450 ticket voucher each. A is now in discussions with M, a ground operations outsourcing company to handle all of A’s ground operations at the various destinations it flies to. To determine: Think about the last time you had an issue while traveling with an airline. What were the issues faced, how did the airline address them and how did it affect your desire to fly with them in the future?

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Chapter 6, Problem 2.3VC

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A airlines is the 7^th largest domestic carrier in country U. It flies to over 100 destinations and its constant commitment to delivering high quality services has earned it a loyal customer base. Its quality culture emphasizes training of top management, regular process improvements, and regular collection of over 100 quality and performance parameters on a daily basis. More than 200 managers at A have obtained the Six Sigma certification.

A is also very proactive when something does go wrong. When a flight had to make an emergency landing, the airline organized another plane within an hour to take the travelers onward in their journey. Travelers were also immediately and clearly appraised of the situation and within the same hour they all received an apology letter from the airline along with $450 ticket voucher each.

A is now in discussions with M, a ground operations outsourcing company to handle all of A’s ground operations at the various destinations it flies to.

To determine: Think about the last time you had an issue while traveling with an airline. What were the issues faced, how did the airline address them and how did it affect your desire to fly with them in the future?

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