how to respond to tiffiany discussion

Chapter 16: Strengthen your skills exercise

What is your analysis of the problems in the transformation process for Get There Airlines? How do you recommend the inputs be improved such that the products are of higher quality

My analysis of Get There Airlines would show that they have and suffer from a customer service issue. To go further in depth it seems like cause of the lack of customer service is caused by the lack of training of their employees. This can be inferred by the COO stating "employees do not seem fully aware of the issues that exist" (Bierman, 12/2022, p. 512). A recommendation to improve this error so that the company product offers higher quality would be to start making employees more aware of their on going issues and to create training programs, along with incentives to make the workers want to help customers and be able to serve the customers more adequately.

What is your recommendation for including the employees in the solution to these problems?

A recommendation for including employees into the mix for an overall solution would be to as I said before, make incentives and customer service training courses to all employees, new and existing workers. Without proper training there is no way to overcome this huge customer relations and service problem with this company. The workers need to understand what's right and wrong and how to handle themselves appropriately with incentives along the way to make them feel wanted and valued as employees. The incentives will also make employees want to work with their company for longer and will create a much healthier work environment from it.

What kind of operations management methods would you recommend for the luggage problem?

From an operations managers standpoint, the methods that I would recommend to them regarding the luggage problem would be to create a clear cut luggage organization method. Due to the mass amount of luggage that passes through for an airline, the operations manager should create more job specific roles and organize the employees better. This would be regarded as the organizational method of "job specification, which is the division of work into smaller, distinct tasks" (Bierman, 12/2022, p. 229). Having workers with specific job tasks within the luggage sorting process would benefit them extremely and would prevent the mass amounts of lost luggage.

In the end, the recommendations for specific job tasks, incentives, and customer service training should help get the company back on track and allow for customer service relations to improve. The dismissiveness of customers by employees regarding flights, employees failing to acknowledge customers waiting in line, poor service by flight attendants, and even pilots giving inadequate information to travelers should all be corrected under proper training and the incentives package. To make the training even more helpful, it should be broken down into job specific trainings due to each role varying from one another drastically. Even the customer service end is different between a pilot and a service desk worker in many ways, which is why different ways to handle and represent the company in different job roles is important. It would also be helpful to show scenarios in the training for things each specific worker should look out for.

References:

(Bierman, 12/2022, p. 512) Bierman, L., Ferrell, O., Ferrell, L. (2022). Management: Principles and Applications, 5th Edition. [VitalSource Bookshelf 10.5.3]. Retrieved from vbk://9781955543330