Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III is Alive and Well - PowerPoint PPT Presentation

Loading...

PPT – Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III is Alive and Well PowerPoint presentation | free to view - id: 28ce1-MWE4M



Loading


The Adobe Flash plugin is needed to view this content

Get the plugin now

View by Category
About This Presentation
Title:

Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III is Alive and Well

Description:

Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III is ... Did the Atlanta-based airline have any special advantages in approaching ... – PowerPoint PPT presentation

Number of Views:5377
Avg rating:3.0/5.0
Slides: 16
Provided by: chen127
Category:
Tags: iii | age | airlines | alive | george | king | network | spirit | tale | two | well

less

Write a Comment
User Comments (0)
Transcript and Presenter's Notes

Title: Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III is Alive and Well


1
Tale of Two Airlines in the Network Age Or Why
the Spirit of King George III is Alive and Well!
Jason C. H. Chen, Ph.D. Professor of MIS School
of Business Administration Gonzaga
University Spokane, WA 99223 chen_at_jepson.gonzaga.e
du
2
The Case
  • Description Describes an airline service
    incident that ought not to have happened in the
    network (information/knowledge) age. Inadequate
    use of available technology creates service
    problems
  • Learning Objective Introduces issues of new
    service standards in an information-intensive
    world.
  • Subjects Covered Information technology,
    Operations management, Service management.
  • Setting United States Airline industry 2002

3
The Case
  • This is an introductory case that surfaces the
    complex issues relating to increased service
    standards in the network age.
  • The student comes to understand that
    inter-organization information systems, databases
    and global interconnectivity together create
    platforms for higher service levels and more
    complex tradeoffs which a firm ignores at its
    peril.

4
General Environment
  • Bad weather conditions with fog always holding
    the possibility of airport being closed.
  • Significant flight delays. Probably flight
    cancellations, thousands of confused, angry
    passengers in terminal.
  • Atlanta Hartsfield is one of the nation's busiest
    airport.
  • General stress and pressure on all staff of
    airlines. Difficult decisions will have to be
    made.
  • The key theme is it is a very difficult
    environment, with substantial pressures and
    opportunities to win long-term customer loyalty
    or remembered hostility through your performance

5
Two Airlines
  • London-based Airline (in Reality, British
    Airways)
  • Atlanta-based Airline (in Reality, Delta)
  • Q/A

6
The Bottom Line of the case is …
  • The bottom line of this case is that in the
    information age, the expectation of what
    constitutes good service have increased
    dramatically.
  • Making it happen seamlessly requires the
    integration of a large amount of different
    technologies and databases being passed across
    organizations in a seamless fashion, where there
    are always opportunities for abuse by another
    party.
  • The new technologies require fundamental changes
    in training and attitudes. One airline had done
    it and the other had experienced a collapse in an
    outlying region.

7
INTRODUCTION
  • 2001 Expansion Internet - Old economy companies
    the future - .com much harder
  • Digital convergence video - audio text (and
    different industries converged vision right -
    timing an issue)
  • Explosion of broadband and wireless availability,
    plunging costs. A provider war.

8
INTRODUCTION
  • Massive growth digitally comfortable globally
    (2004 China passes USA)
  • Entrepreneurialism - the bloom is gone Business
    as usual
  • Societal resistance, bricks clicks
  • Corporate culture "The Innovator's Dilemma"
  • First mover, fast follower
  • 15 vision - 85 implementation

9
Application Areas
  • Company boundary and value-chain decomposition
  • Electronic commerce
  • Service transformation
  • Product transformation
  • Organization transformation

10
Business Model Framework
Performance Drivers
Financial Returns
Investor Returns
Strategy
Capabilities
Value
11
Business Model Framework
Performance Drivers
Financial Returns
Investor Returns
Strategy
Revenue
Earnings
Costs
Capabilities
Value
Assets
12
Business Model Framework
Financial capital (, Assets that can be
converted to ) Knowledge Capital (Information,
expertise, Intellectual property) Social capital
(stakeholder lifetime value and loyalty, band,
reputation)
13
Business Model Framework
Financial capital (, Assets that can be
converted to ) Knowledge Capital (Information,
expertise, Intellectual property) Social capital
(stakeholder lifetime value and loyalty, band,
reputation)
14
The Economics Of Computer
15
Suggested Study Questions
  • 1. What assumptions did Professor McPherson make
    about information technology support at the
    London-based airlines? Do you believe those are
    realistic assumptions in the technology
    environment of the mid-1990s?
  • 2. What factors do you suppose lead to the
    difference between Professor McPherson's
    expectations and the reality? What alternate
    approaches could have been taken to resolve the
    situation?
  • 3. What were the differences between the
    Atlanta-based airline's approach and that of the
    London airline? Did the Atlanta-based airline
    have any special advantages in approaching the
    problem?
  • 4. What advice would you give the London-based
    airline's management?
About PowerShow.com