United Airlines Part 2

MEASUREMENT

1.List all key concepts in each discipline

2. See how best you can apply these

concepts to the UA case.

Big data and 4 types

Wallet Allocation Rule

Key Metrics

NPS framework ( 5 factors)

Inner and Outer loop,

Huddles

Inspirational leadership

CLTV

. United Breaks Guitars

https://www.huffingtonpost.com/2009/08/24/united-breaks-guitars-did_n_244358.html

2. United drags passenger off flight

https://www.cnn.com/2018/04/11/travel/united-customer-dragged-off-overbooked-

light/index.html

3. United attendant puts dog in overhead bin -dog dies https://www.cnn.com/2018/03/13/us/united-airlines-dog-dies-trnd/index.html

4. United attendant places limit of 5 minutes on time that baby can cry

https://thepointsguy.com/news/united-crew-tells-crying-baby-unacceptable/

5. United Airlines worst customer service incidents

https://www.businessinsider.com/united-airlines-worst-customer-service-

incidents-2018-3

6.

United Airlines plagued by public relations disasters

https://www.cnbc.com/2018/03/15/united-profitable-but-plagued-by-public-relations-

disasters.html

7. United Airlines: fixing the culture problem

https://www.forbes.com/sites/deniselyohn/2018/03/28/how-to-fix-united-airlines-culture-problem/#48688889fd3d8. United airlines kicks off retired professors from flight

https://bit.ly/2kNzs9G

1.List all key concepts in each discipline

2. See how best you can apply these

concepts to the UA case