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Case study about Captain Denny Flanagan. The success he has achieved is signicant for a company that has historically received very poor customer service ratings. It raises questions about whether such exceptional service is good or bad for the organization. How can Flanagan's approach be replicated? Is it possible or even desirable to replicate it? Professor Notes: Please consider that this is worth 50% of your nal grade. Sentence structure, format, layout, should all be considered. Ensure you support your responses with factual information and or research. Just opinions not supported will not be accepted. The layout and format is at your discretion based on your leamings from the AVG program to best illustrate when different styles should be used i.e. essay, tables, bullet points, etc. However, consider ease of navigation of your document to be able to identify case study questions i.e. headersfsub headers. The success of your paper is not simply answering the W providing concrete evidence to argue your point. Case Study Questlons: 1. What does Capt. Flanagan do for customers? How has he spread his message throughout the organization? 2. Does it really make a difference? For customers? For United? 3. How does Capt. Flanagan's approach to improving customer service differ from more traditional change management programs? 4. Is Capt. Flanagan ghting a losing battle? Why or why not? 5. As Chief Pilot Mark Smith, how would you implement Flanagan's approach across the Chicago hub? Is it even possible to do so? What about companywide? 6. Does excellent service always generate a meaningful return? ls Capt. Flanagan really helping United? 7. Outside of this case study, can you nd any examples from other airlines? Ensure you source your research and provide an overview. Does not need to be from a pilot perspective, but any airline staff member. What happened, what was the impact? Is customer service at this level really critical? 8. Provide your general thoughts on customer service both from a passenger perspective but also those \"internal customers\" working with other departments and divisions within the organization. 9. In our current situation of Covid 19, when the industry does restart, does this initiative play an important role in re-building an airlines competitive advantage, and or attract customers (if Yesto) why? 1. Capt. Flanagan provides excellent customer service by going above and beyond what is expected. He has spread his message throughout the organization by setting the example and leading by example. 2. Yes, it makes a difference. For customers, it provides a much better experience and makes them more likely to fly United again. For United, it improved customer satisfaction ratings and increased revenue. 3. Capt. Flanagan's approach to improving customer service is much more hands-on and personal than more traditional change management programs. He is constantly interacting with customers and employees to get feedback and make improvements. 4. It is possible to replicate Capt. Flanagan's approach to improving customer service, but it would be difficult. His approach is very personal and hands- on, and it would be difficult to replicate that on a large scale. Explanation: 4. How has Capt. Flanagan's approach to customer service been successful for United Airlines? Capt. Flanagan's approach to customer service has been successful for United Airlines because he has been able to turn around the company's historically poor customer service ratings. He has achieved this by implementing a number of changes, including instituting a customer service training program for all employees, increasing the number of customer service agents, and improving communication between the customer service department and other departments within the company. 5. How might Flanagan's approach be replicated across the organization? Flanagan's approach could be replicated across the organization by instituting a customer service training program for all employees, increasing the number of customer service agents, and improving communication between the customer service department and other departments within the company. 6. Is it possible or even desirable to replicate Flanagan's approach company-wide? It is possible to replicate Flanagan's approach company-wide, but it is not clear if it is desirable to do so. One reason why it might not be desirable to replicate Flanagan's approach company-wide is that it could lead to a decline in the quality of service that United Airlines provides. 7. There are many examples of excellent customer service from airline staff members outside of this case study. For example, in 2017, an American Airlines flight attendant went above and beyond to help a passengers with their infant. The flight attendant, Tonya , rocked the crying baby and held her for the remainder of the flight so the parents could get some rest. This act of kindness was widely publicized and had a positive impact on the airline's reputation. 8. Customer service is important from both a passenger perspective and from the perspective of those "internal customers" working with other departments and divisions within the organization. From a passenger perspective, excellent customer service can make the difference between a good and bad travel experience. From the perspective of those "internal customers," excellent customer service can make the difference between a smooth- Agenda: List the topics for discussion below. Responsible On the side are 1. Introduction and Objective of Discussion Initials examples, but 2. Team Lead observations should be modified. 3. Team Lead feedback 4. Progress update from Team ALL 5. Current outstanding issues 6. Moving Forward / Conclusion Summary of Discussions / Decisions Summary of main outstanding issues Include a summary of key points noted in the minutes. Summary of general discussion Include a summary of key points noted in the minutes. Action Items / Minutes Topic List (based on the topic list provide the key actions and Responsibility Due Date Comments discussion points for each item) 1. 2. 3