airline passenger case
Read the Passengers and Airlines: Friends, or Foes?
Review the 5-step critical-thinking decision-making matrix
Complete the questions concerning Step 1: Identify the problem(s) and uncertainties based on the assigned problem.
Complete Step 2: Obtaining Information on the matrix.
Complete Step 3: Make predictions about the future on the matrix.
Complete Step 4: Make decisions by choosing among the alternatives on the matrix.
Write a 1-page analysis . Complete sentences must be used (bullet points not acceptable). Your analysis must be written using a concise writing style. Your brief should incorporate all of the following instructions:
An opening paragraph briefly introducing the case situation. Note: The first half of opening paragraph is to provide a synopsis of the company. The second half of the opening paragraph is state the problem (From Step 1 of the matrix).
Analysis header – This analytical section should be based on your personal assessment of the situation. The information for this section of brief should be derived from Steps 2 and 3 of the matrix. Your analysis should address the following:
How would you define quality and how is quality measured in this industry?
Of all the service activities that affect customers, which ones are out of control and which are in control of the airlines?
Conclusion header – This section should include your opinion based on your analysis of the case information and situation outcome. Your recommendation should address the following question and provide only key relevant information and logical discussion in support of your opinion:
Should both types of service activities be included in the quality ratings? Explain. (From Step 4 of the matrix)