Jet Study Case Study Essay

1. What fibres of information corpses and business functions are described in this solecism? discipline formations JetBlues reservation administration used for labeling baggage and scheduling is an example of a operation Processing System (TPS) a computerized system that performs and records the daily routing transactions necessary to conduct business. JetBlues system for managing run downs and crews is an example of a solicitude Information System (MIS). The system served middle management with information obtained from its TPS that was meaty in reservation the right finis when managing planes and crews. Business functions JetBlues communication, reservation and computer systems were described in this case. They represent Sales and IT business functions.2. What is JetBlues business model?JetBlue business model was saving bills both from streamlined information systems and lean staffing, while offering top-notch node service at reckon prices. The airline featured new Airbus A320 planes with leather sears, each equipped with a personal TV screen, and averaging 1 way fares of only $99 per passenger. JetBlue was satisfactory to offer low fares by using information systems to automatise key processes such as ticket sales by mostly selling them online and baggage discussion, by introducing electronic tags to help track luggage. Both initiatives eliminated paper, increased efficiency and lowered costs. Initially, JetBlue flew only one type of aircraft the Airbus 320. This approach en fittingd the airline to standardize flight of steps trading operations and maintenance procedures. Both measures resulted in significant savings. How do its information systems choke the business model?JetBlue used a single vendor, Microsoft, to design JetBlues enormous network of information systems. Using a single vendor provided a technology framework where JetBlue could spring up a small staff and favor in-house development of systems over outsourcing or rel ying on consultants, allowing the confederacy to book its costs low.3. What was the enigma experienced by JetBlue in this case? JetBlues senior management do an incorrect decision to maintain its schedule during an ice storm. Nine airplanes were stranded on the tarmac for anywherebetween six and ten hours. JetBlue waited too long to solicit help for the stranded passengers because the airline judge the planes would take off eventually. Meanwhile, the weather conditions and the delays and cancellation of other flights caused customers to flood JetBlues reservation system, which could not handle that oft traffic. At the same time, many of the airlines pilots and flight crews were excessively stranded and unable to get to locations where they could replace crews that had just worked their maximum hours without rest, but did not actually go anywhere. What management, organization, and technology factors were responsible for the problem? Management factors JetBlue did not have a Decision Support System that would support nonroutine decision making and focus on unique and changing problems by using information from TPS, MIS and other external sources. such a system would allow JetBlues management to make a better informed decision whether or not they should maintain their schedule during an ice storm or cancel all flights. organisational factors JetBlue lacked an Enterprise Resource Planning System that would help significantly to help locate missing baggage and quickly locate airlines pilots and flight crews. Technology factors JetBlues transaction processing system and lean staffing were responsible for the problem. Under normal circumstances, the lean staff was sufficient to handle all operations and the computer systems functioned well below their capacity. However, during a radical increase in activity, tasks such as rebooking passengers, handling baggage and locating crew members became impossible.4. Based on what youve learned in this chapter, what k inds of systems and business functions were involved in JetBlues problem? It seems the fellowship did not plan for something like that to ever happen. All systems and business functions pore on performing day-to-day activities. JetBlue did not have any enterprise applications that are designed to get up multiple functions and business processes. Enterprise systems integrate the key internal business processes of a firm into a single software system to improve coordination, efficiency, and decision making. It would allow their SkySolver and Sabre systems to communication more(prenominal) than efficaciously and efficiently. During the crisis, some flight attendants were unable to get in touch with anyone who could tell them what do for three days. The systemwould help locating the flight crews and off-duty crews and direct them to the correct destination. The transaction processing systems (TPS) used by JetBlue was not designed to handle a significant increase in activity.The p rinciple purpose of TPS is to answer routing questions and to track the flow of transactions through the organization. Due to an increased number of phone calls, the system was not able to perform those functions. It also looks like JetBlue did not have a decision-support system (DSS) in place to support nonroutine decision making. Since DSS focuses on problems that are unique and rapidly changing, it could have helped the company deal with the crisis more efficiently and effectively. Since a well designed ESS system would expose the fragility of the infrastructure, it can be assumed that companys executive support systems (ESS) was either non-existing or did not function as intended. There was also no Customer Relationship Management System. A well designed Customer Relationship Management System would allow JetBlue better communication with its customers. During the crisis when so many flights were cancelled, the process of rebooking and looking for baggage became unmanageable.5. paygrade JetBlues response to the crisis. What solutions did the airline come up with? Throughout the debacle, JetBlues CEO David G. Neelman was very seeable and forthcoming with accountability and apologies. On the technology front, JetBlue deployed new software that would send recorded message to pilots and flight attendants to inquire about their availability. Once the call is returned, it would be entered into a system that stores the date for access and analysis. From a staffing point standpoint, the airline promised to create backups from the airline corporate office for the departments that were stretched too thin by the effects of the storm. JetBlue also created a customer bill of rights to enforce standards for customer treatment and airline behavior. The company changed its working(a) philosophy to make more accommodation for inclement weather. How were these solutions implemented?The new software was implemented by JetBlue. 100 employees from the Corporate Office were trained to serve as backups. Customer Bill of Rights enforced standards for customer treatment and airline behavior. JetBlue set themaximum time for holding passengers on a delayed plane to five hours. JetBlue would be penalized when it failed to provide proper service and customers who were subjected to poor service would be rewarded. Do you specify that JetBlue found the correct solutions and implemented the correctly? I think JetBlues took a step in the right direction. It implemented a new software that would search for available pilots faster and trained supernumerary employees to serve as backups.What other solutions can you think of that JetBlue has not tried? I believe in that location are many solutions that would be beneficial to JetBlue. They are * Creating an Enterprise Risk Management process in the organization. The process would allow JetBlue to identify possible shortcomings that might happen in the future and allow the company to be more prepared. * If JetBlue l acked expertise within the company to identified areas of concern, it could have brought outside consultants that would be able to pinpoint all of the companys shortcomings. * The case did not talk about how JetBlue fixed its clear(p) Skies reservations system, its website or its system for found in lost luggage. All of the abovementioned systems failed during the crisis on February 14, 2007. Solutions such as a more powerful reservation system, an enhanced website that would allow more traffic and a computerized system for recording and tracking lost bags would be beneficial to the company.6. How well is JetBlue prepared for the future? Are the problems described in this case likely to be repeated? Even though JetBlue made some changes to check out that another crisis wint happen, I am not convinced all necessary actions were performed by the company. JetBlue should be more proactive in ensuring that future problems wont affect its operations rather than being unstable and f ixing problems that came to the surface. Which of JetBlues business processed are most vulnerable to sectionalizations? The bigger problem for JetBlue is changing its culture and philosophy. It seems that JetBlue is still unwilling to invest significant amounts of money into modern and reliable technology and ensure they have proper staffing thats why I feel that IT area is most vulnerable to breakdown first. How much will a customer bill of rights help?The customer bill of rights was designed for the tax shelter of the customer,not the airline. It is there to ensure the airline is responsible for the unfair treatment of the customer. It will help bring some of the customers back, however, it wont fix JetBlues problems to future breakdowns.