Overview Stephanie Wong often flies from Paris, France to New York, USA to visit the production facitlity. Tickets are always purchased directly from the airlines website from a computer using a credit card. As an Operations Manager, Stephanie often thinks about all of the operations activities the airlines needs to schedule, implement and manage for each and every flight including human resources, processes, technological devices, and software. 1/ Using the timeline from when Stephanie purchases a ticket until arriving and receiving luggage at the final destination, visually describe the operations activities and processes (staff, schedules, inventory, systems) the airlines will go through to successfully complete the journey. 2/ In addition, note the technology used at each of those steps (hardware, software, network) By combining the activities and technologies of the airline industry, answer the questions below. *NOTE: This assignment can be done from either a pre-Covid or current pandemic environment. Assignment Work in groups of 2 max. Sign up in FOL Groups for Assignment #1. I do not need to approve or see who is in your group You may complete this in groups of 1, or 2 Work sharing: How you distribute the work is up to you as long as everyone contributes fairly equally. I recommend that each partner review and edit the other's work as needed to ensure the best possible submission. Part A Refer back to page 3 of your textbook (Operations Management) and review the business functions (Sales/Marketing, Finance/Accounting, and Operations). Focus on the airline example in the book. Operations plays a huge part in making this very complex business model work. You may have to do a little research on operations in the airlines industry and brainstorm as a group about the different business functions and processes that make up each transaction. TASK: Following the video lessons from weeks 2 and 3, create a business process map for the airline that describes the processes involved for Stephanie's trip. Be as thorough and complete as you can. Show the transactions between those functions to show how the system works. Try not to get too detailed or complicated. I would expect a minimum of 16-20 steps showing and describing the connection between them. NOTE: You are not creating a flow chart that shows what the passenger personally experienced to get to the final destination. You are brainstorming and discovering TECHNOLOGY and OPERATIONAL PROCESSES that were involved along the way. We are not focusing on the customer. Instead, we are looking at internal (and possibly external) activities taking place. Use our previous John Deere demonstration in the video lesson for Week 3 as a basic guide (although yours will be more complex). After completing the chart, have group members look it over and edit as needed. It is important to show the relationships between the functions by drawing lines and adding descriptive words. This explains the relationship and process. Feel free to add any additional information you feel is useful including assumptions and options. There is no perfect answer or master chart to find online. I want you to think about the operational functions. You are graded on your depth of thought, clarity, completeness of the map, and answers. Getting Started List all the functions and processes that need to be accomplished for this scenario. Sketch it on paper and add connecting lines. Use your rough chart, go online, and create a visually appealing final diagram to submit. TIP: Remember some processes like devices (computers, scanners, etc) scheduling staff and machinery, prepping the airplane, handling luggage and all the "paperwork" (including possible software needs) and information required. Helpful Resources for Business Process Map What is a Business Process - Video (click to link) Creating a Process Map - Website & video (click to link) You can draw your own diagram in PowerPoint or Word. If you are looking for a platform to create the chart, try these options.... YED/yWorks LucidSpark Canva Piktochart Easelly AIRPORT CUSTOMER ARRIVAL SMART PHONE PURCHASE TICKET Vennage Visme Here is an example... it is not correct but gives you an idea on showing activities, departments, flow, etc. Feel free to find a way that works for you AND is easy for a viewer to understand. A legend is always a good idea... WEB SERVER STAFF SCHEDULING AUTOMATED RESERVATIONS SOFTWARE/ FINANCE FLIGHT RESERVATIONS LEGEND OPERATIONS & SCHEDULING SOFTWARE LOCATION OR PHYSICAL ACTIVITY CUSTOMER PATH HARDWARE OPERATIONS SOFTWARE OT ACTIVITY Part B 40 years ago, this was all done with movement of paper to record data and initiate next steps. Now it is done electronically using computer systems and electronic devices. This technology has drastically changed the face of business today. In fact, with the collection of data, cloud computing and artificial intelligence, modern Operations Management often handles other tasks such as forecasting and planning based on the future needs for parts, fuel, communications, staffing, etc. Technology needs to be considered carefully for relevance, cost, return on investment, efficiencies, etc. Thinking through the benefits and liabilities of implementation helps to determine the right solution including how consumers and users will react and whether the effort is worth it. TASK: Answer the following: 1. Research one North American airline and report on what operations software system they are using. Be sure to include the name, features, and details on the performance of the system. How is this benefitting Operations? 2. Technology can be problematic as it relies on other systems to work. Name three specific issues directly related to technology that would slow the airline operations process down or cause problems? 3. Think of a time when you have flown. What did you find frustrating and how could it have been avoided using technology as a possible solution? If you have not travelled by air, describe the same issue when travelling by train, ship or other mode of public transportation. 4. Historically, air travel was just fine without the use of computers and high-tech devices. Or was it? Explain the effect a lack of technology (scanners, software, etc.) would have in terms of operations within the company and the overall effect on the business. 5. Opinion question - If the airline decided to implement autonomous flights - no pilot, would you still fly (assuming the airlines said it was safe)? Write a couple paragraphs as a group, talk about your comforts and concerns with this possible future use of Artificial Intelligence and public acceptance of it.