...Case 27 Delta Air Lines (2012): Navigating an Uncertain Environment FOF #1: Differentiation In order to compete in a pricesensitive industry, Delta Air Lines needs to focus on differentiating itself from competitors. By doing this, Delta is creating sustainability through customer retention and loyalty. To set itself apart from competitors like United Airlines and American Airlines, Delta needs to implement a program to improve customer service. Because of Delta’s poor service reputation, I believe that the company needs to primarily concentrate on offering superior customer service as a way to gain a competitive advantage. After Delta’s merger with Northwest, customer complaints increased significantly. In 2009 Delta’s customer complaints doubled the industry average, and only two years later accounted for a third of all complaints. Additionally, results from a survey done in 2011 showed that Delta had the lowest customer satisfaction rating out of Southwest, Continental, American, US Airways, and United Airways at a staggering 56%. A rating as low as that is alarming, and can easily persuade consumers to ultimately choose competing airlines. In an attempt to counter diminishing brand loyalty and reputation, Delta needs to focus on the following three issues: 1. Improving comfort This includes designing seats that accommodate passengers of all sizes for trips of all durations. Legroom should be expanded. Additionally, the airline ...
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...------------------------------------------------- [Document title] MGT-432 November 26, 2013 Executive Summary Delta airline has a long history whose roots begin at the year 1924.This airline has grown to become one of the largest airlines serving the United States of America and also majority of the world through its international routes. The aim of this paper is to see the history of the airline together with its financial position with concentration on the various strategies the company has implemented to reach where it is right now. The paper will also include various suggestions to the airline to help it to grow further. Delta airlines began in the year 1924 but during that time it was known as Huff Daland Dusters. This was the first aerial crop dusting which had its headquarters in Georgia. The following year, the company moved its headquarters to Louisiana. The directors of the company were B.R Coad and Collett Woolman.Huff Daland went on its first international route and that was to begin its services in Peru which brought in enough money and increase in purchasing power. The year 1928 gave birth to what is known as Delta Airlines today. Furthermore, the year 1930 came with a major setback to the airline. Delta failed to secure a commercial airmail contract and therefore suffered major losses which forced the airline to suspend passenger service. As time went by, the year 1934 seemed to be the year for Delta Airlines as they secured a low-bid contract for the new Route 33 airmail service between...
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...Case Analysis Study Approach (CASA) (Read the case a couple of times) Describe the Following for this Case Study- 1. Industry & Market: Delta is in the airline industry. It is a major economic force, both in terms of its own operations and its impacts on related industries such as aircraft manufacturing and tourism. There are few industries that create the amount and intensity of attention that airlines receive. Delta is the world’s largest airline in terms of both fleet size and scheduled passenger traffic. Delta’s major competitors are Southwest Airlines and United Airlines. 2. External Environment: (Factors beyond the control of the firm that influence its choice of direction and action, organizational structure, and internal processes) STEP Analysis: Social- Social factors and travel practices of individuals have extensive effects on the airline industry. There are individuals from a number of income classes and the airlines have to classify these people and ought to give them what they need. Technological- as clients’ wants develop in the future and there are more technological expectations the airline industry will have to be ready to meet their clients’ wants. Delta must keep up with competition and their technological advances such as online ticketing, booking, updating flight information, baggage check-in and handling of customer complaints all on the internet. Economical- Consumers tend to reduce travel if personal economic conditions are suboptimal, forcing...
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...Cases in Operations Management (MGT3001/4001) Background This course uses case studies to explore the decisions made in designing operations systems to deliver goods and services to consumers. It builds upon the content of the Level 2 Operations Management curriculum. Learning outcomes By the end of the course, participants will be able to * explore the nature and context of operational product and service delivery systems; * examine the relationship between generic process choice and market scenarios; * examine the mechanisms which are employed to optimise decision making concerning supply chains, resource provision and utilisation, and customer service quality levels; * examine the design of control systems and appropriate measurement criteria to ensure effective and efficient system performance Staff Dr Alison Smart (AS), Adam Smith Business School (coordinator) Room 601, Main Building email: alison.smart@glasgow.ac.uk Dr Rob Dekkers (RD) Methods The course will be taught in a workshop style, with case studies forming the focus for the workshop. The case studies will be used to explore the different operations decisions that organizations face. It is important that all students (i) have read the relevant theoretical materials provided in the textbook chapter and other sources; and (ii) are prepared at the start of the sessions to contribute to discussions on written case studies (we know it is not possible to prepare in advance for...
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...EXECUTIVE SUMMARY Situational Background The objective of this case study is to help our client, a pharmaceutical manufacturer to assess investment opportunities in a segment outside its core business of drugs and vaccines to enable a quick scale up. Problem Setting The problem setting can be broadly divided into Identifying investment strategy, investment segments, screening potential targets using a framework and conducting due diligence on selected targets. A framework is to be developed by which we can evaluate the companies shortlisted by the client for investment and help us determine the most attractive company for investment. Methodology Following is the methodology adopted by us to achieve the end result * Classify the companies into its respective segments based on the product/service offerings. * Using the Scorecard Method, the following parameters along with its assigned weights are evaluated and scored based on the data given in the case and the computed data in the appendix A. Evaluation Parameters | Weights (%) | Strength of the Entrepreneur and Management team. | 0-30 | Size of the Opportunity | 0-25 | Strength of the Product and Intellectual Property | 0-15 | Competitive Environment | 0-10 | Strength of Marketing/Sales/Partners | 0-10 | Need for additional rounds of funding | 0-10 | To help in assessing these companies, following are few of the assumptions and conclusions that were made to assign weightage for...
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...A Case Study: A Focused Study of Homeless Students Toni R. Brent-Willis Capella University ED8102 – Introduction to Qualitative Research, Dr. Patricia Ryan August 4, 2013 Case study research is designed to bring a greater understanding of a specific phenomena or experience. It can also serve to deepen the understanding of an experience that is already known. Yin (1984) defines case study as research method as an empirical inquiry that investigates a contemporary phenomenon within its real-life context; when the boundaries between phenomenon and context are not clearly evident; and in which multiple sources of evidence are used (p. 23). It presents details on a bounded event or participant experiencing the event. Case study has its roots in anthropology, sociology, and psychology, but gained legitimacy as a valid methodology for use in other fields of study in the 1980’s. It is useful in close examination of existing phenomena of which in-depth study has not been done, or has un-explored areas. While case studies do fall within the category of qualitative research, they are used when attention to a specific subject, or participant will garnered information about a phenomena or experience that a wide study can not provide. Gobo (2004) writes that in some instances generalizations based on large samples are overrated and close attention to a limited number of participants is more reliable. Information on how or why a specific participant was able to navigate...
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...AN INSTITUTIONALIST STUDY ON THE PERFORMANCE MANAGEMENT SYSTEM IN A GOVERNMENT- LINKED ORGANISATION NORHAYATI BINTI MOHD ALWI UNIVERSITI SAINS MALAYSIA 2009 AN INSTITUTIONALIST STUDY ON THE PERFORMANCE MANAGEMENT SYSTEM IN A GOVERNMENT-LINKED ORGANISATION by NORHAYATI BINTI MOHD ALWI Thesis submitted in fulfilment of the requirements for the degree of Doctor of Philosophy September 2009 ACKNOWLEDGEMENTS I am especially indebted to my supervisor, Dr. Siti Nabiha Abdul Khalid for her constant guidance, limitless support and patience throughout the period of my study. There is no way that I would be able to repay the kindness and caring that she has shown to me. I am thankful to Assoc. Professor Dr. Yuserrie, for giving valuable inputs to my study and also to others in the School of Management, who have helped me in some way or another. I would like to acknowledge the comments made by Professor Lee Parker and other participants of the Global Accounting and Organisational Change Conference, held in Melbourne, Australia in July 2008. A special thank you is also dedicated to Professor John Burns for the insightful comments on the research. I am also indebted to my employer International Islamic University Malaysia and the Ministry of Higher Education for providing the financial support. Thanks so much also to the respondents for their willingness to share some of their thoughts and experiences, which have made my data collection easier than I would ever...
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...Lance Welsh Case 1 (Delta’s New Song) Accounting 581 Professor Thornock Case Study Questions 1. Q. Identify several possible drivers of salary costs for use in estimating a salary cost function. Using one of these cost drivers, apply the High-Low technique to estimate the salary cost function for the Delta Airlines. What driver did you select and why? How would Delta use this function to forecast costs? What are the advantages of this technique? The disadvantages? A. Some of the possible drivers of salary cost are Number or Departures, Revenue Ton Miles, Revenue Miles scheduled, Revenue passenger miles and there are countless more you could use. High low method for revenue Ton Miles (High-2,369, low-1,580) by Salary Cost(High-1,607, Low1,037) :(2,369-1,580)/(1,607-1,037)= 789/570=1.384 I selected this driver because the revenue directly correlates to the price you could pay your employees and still turn a profit. Delta can use this to see that they are making a profit when looking at just the salary cost and the revenue they bring in. The advantages of this technique are you have concrete evidence when and if employees ask how much they are getting paid and why and the disadvantages are that the revenue Ton Miles can fluctuate over the course of a year and make it hard to base the decision of salaries on just one variable. 2.Use simple regression to estimate the salary cost function for Delta Airlines. Comment on the statistical validity and significance...
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...GEOG 1 Essays (15 marks) Exam date | Rivers | Coasts | Population | Health | Specimen | Describe and explain the development of meanders. | With reference to one or more case study of coastal management, discuss whether the benefits outweigh the costs. | With reference to a named country, evaluate attempts to manage population change.Name of country: | Discuss how the United Kingdom’s changing population structure is likely to affect employment in the health and care services over the next 25 years or so. | June 09 | Describe and explain the formation of landforms resulting from rejuvenation. | With specific reference to a case study of coastal erosion, assess the relative importance of its physical and socio-economic consequences. | Outline and comment on the economic and political consequences of populationchange | Describe and suggest reasons for regional variations in morbidity in the UK. | Jan 10 | Discuss the advantages and disadvantages of hard engineering as a floodmanagement strategy | Explain the causes of sea level change and the formation of resultant coastal landforms. | For any two of the following types of area, summarise the contrasts between themand explain the implications of these contrasts for social welfare: * inner city * suburban * rural–urban fringe * rural settlement.Chosen areas: | Discuss the impact of obesity on people’s health and the strategies adopted to care for people with obesity | June 10 | Compare and comment on the economic...
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...Lapointe & Rivard/Resistance to IT Implementation RESEARCH ARTICLE A MULTILEVEL MODEL OF RESISTANCE TO INFORMATION TECHNOLOGY IMPLEMENTATION1 By: Liette Lapointe Faculty of Management McGill University 1001 Sherbrooke Street West Montreal, Quebec H3A 1G5 Canada liette.lapointe@mcgill.ca Suzanne Rivard HEC Montreal 3000 Côte Ste-Catherine Road Montreal, Quebec H3T 2A7 Canada suzanne.rivard@hec.ca of the nature of the relationships between these components and (2) refine our understanding of the multilevel nature of the phenomenon. Using analytic induction, we examined data from three case studies of clinical information systems implementations in hospital settings, focusing on physicians’ resistance behaviors. The resulting mixeddeterminants model suggests that group resistance behaviors vary during implementation. When a system is introduced, users in a group will first assess it in terms of the interplay between its features and individual and/or organizational-level initial conditions. They then make projections about the consequences of its use. If expected consequences are threatening, resistance behaviors will result. During implementation, should some trigger occur to either modify or activate an initial condition involving the balance of power between the group and other user groups, it will also modify the object of resistance, from system to system significance. If the relevant initial conditions pertain to the power of the resisting group vis-à-vis the system...
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...beginning of the 21st century, its CEO/ Chairman, Yang-Ho Cho undertook various transformation initiatives - for instance, improving service quality and safety standards, technology integration, upgrading pilot training, better business focus; putting in place a professional management team, improving corporate image through sponsorship marketing, etc. He gave a new corporate direction in the form of '10,10,10' goal. However, Korean Air is held up by a slew of challenges. Among which are inefficiencies of - Chaebol system of management, possible clash of its cargo business with its own shipping company, limited focus on the domestic market and growing competition from LCCs. How would Korean Air manage growth as a family-owned conglomerate? The case offers enriching scope for analysing a family business’s turnaround strategies, with all the legacy costs involved. Pedagogical Objectives • To discuss the (operational) dynamics of Korean Chaebols - their influence/ effects on the country’s industrial sector and the economy as a whole • To analyse how family-owned businesses manage the transition phase - from a supplier-driven economy to a demanddriven economy • To identify all the possible reasons for Korean Air ’s turbulent times and assessing whether they are controllable or not • To critically evaluate Korean Air ’s transformation efforts - in terms of growth, productivity and cost cuts, especially the efficacy of '10,10,10' goal in a family-run business • To identify various challenges...
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...CONTENTS: CASE STUDIES CASE STUDY 1 Midsouth Chamber of Commerce (A): The Role of the Operating Manager in Information Systems CASE STUDY I-1 IMT Custom Machine Company, Inc.: Selection of an Information Technology Platform CASE STUDY I-2 VoIP2.biz, Inc.: Deciding on the Next Steps for a VoIP Supplier CASE STUDY I-3 The VoIP Adoption at Butler University CASE STUDY I-4 Supporting Mobile Health Clinics: The Children’s Health Fund of New York City CASE STUDY I-5 Data Governance at InsuraCorp CASE STUDY I-6 H.H. Gregg’s Appliances, Inc.: Deciding on a New Information Technology Platform CASE STUDY I-7 Midsouth Chamber of Commerce (B): Cleaning Up an Information Systems Debacle CASE STUDY II-1 Vendor-Managed Inventory at NIBCO CASE STUDY II-2 Real-Time Business Intelligence at Continental Airlines CASE STUDY II-3 Norfolk Southern Railway: The Business Intelligence Journey CASE STUDY II-4 Mining Data to Increase State Tax Revenues in California CASE STUDY II-5 The Cliptomania™ Web Store: An E-Tailing Start-up Survival Story CASE STUDY II-6 Rock Island Chocolate Company, Inc.: Building a Social Networking Strategy CASE STUDY III-1 Managing a Systems Development Project at Consumer and Industrial Products, Inc. CASE STUDY III-2 A Make-or-Buy Decision at Baxter Manufacturing Company CASE STUDY III-3 ERP Purchase Decision at Benton Manufacturing Company, Inc. CASE STUDY III-4 ...
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...Delta 1. (a) Fuel cost drives the airline industry. Fuel cost average anywhere from 30% to 50% of total operating costs in the airline industry and crude oil and jet fuel costs had been on the rise. (b) The refining industry in the US is defined regionally by petroleum administration for Defense Districts (PADD), a system put in place during the Second World War. 2. Rising fuel cost is truly a problem for Delta. In 2011 Delta was hit hard by rising fuel cost. Deltas total fuel cost had risen by nearly $3 billion in 2011. Delta was already a company on the rebound. It closed in 2011 with $35 billion in revenue, up 10 percent from 2010, with profits up 40% to $854 million. Delta was driving profitability by flying fewer planes fewer miles with fuller seats. It had 80,000 employees worldwide and $3.6 billion in cash. Delta was the world’s largest airline in terms of both fleet size and scheduled passenger traffic and jet fuel costs were killing it. 3. Rising fuel costs were the result of growing supplies of domestic oil in the US and its inability to gain access to major refining centers like the US, East Coast and Gulf Coast districts. The rapid development and production of shale oil from domestic sources was landlocked. Pipelines were at capacity and oil was stockpiling. Transportation alternatives like railroads were costly 4. Refineries on the East coast were closing because they were suffering the highest crude acquisition cost. Although East Coast refineries...
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...contemporary organizational issue you find intriguing. Use one field site or example for the entire paper. Also, be explicit about the level issue. For example, if you are using the concept of personality then it is an individual level issue. A list of concepts and their related levels is provided in a separate document. Focus of paper-related requirements: Outline: Submit a formal outline for your paper, complete with references. The purpose of the outline is to help you organize your content, which also results in increased clarity, improved logic, and better structure of the paper. There may be adjustments from this document to your final paper, but at this stage the paper should not require major revisions. Final Paper: Use a case study format for the structure of your paper. Identify and analyze issues using course concepts, and propose recommendations for the organization you are focusing on. Use of course concepts 1. Use a minimum of 8 concepts for the paper. Include a list of the concepts you used at the beginning of the paper. 2. Briefly define each concept you use within the text (a paragraph or two). 3. For each concept, write a diagnosis at one level (e.g., the person level). For example, you might write “The employee misses work frequently due to stress from conflict with her supervisor.” Note, stress and conflict would require definitions.) 4. For each concept, write a solution or solutions. Identify the level(s) you addressed in Step 2...
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