In Baltimore

1516 WordsDec 16, 20107 Pages
Question: 1. How does Southwest Airlines compete? What are its advantages relative to other airlines? 2. The plane turnaround process requires coordination among twelve functional groups at SWA to service, in a brief period of time, an incoming plane and match it up with its new passengers and baggage for a prompt departure. Please evaluate the plane turnaround process at Baltimore -- resource utilization, capacity, bottlenecks, information flows, etc. How is the process working? 3. Why is the opearational performance at Baltimore eroding? What issues do you identify that require action? 4. What would you recommend Matt Hafner do? Answer please see attachment: 1 The competitive advantages of Southwest Airlines are as follow: A. Unique…show more content…
The lower the productivity is, the longer time the whole turnaround process takes. Prolonged working hours adversely affected the morale of employees. It ended up not only worsening operational performance but also causing discontent among workers. If the problem remained unsolved, the operational performance would further deteriorate. 4. On seeing the service deterioration at Baltimore, Matt Hafner is actually making a trade-off decision between its service expansion and service quality. There are two alternatives: 1.As Baltimore is served as a mega-station in the East Coast, rapid expansion of flights is desired to capture strong demands. Matt should exert its bargaining power to urge for facility expansion of the Baltimore Airport to cater for future expansion needs and relieve the pressures for gates and bag sorting areas. Moreover, he should shorten the hiring process or lower the hiring requirements to recruit more staff to support the addition of flights. 2.Since the staffing level at Baltimore does not support its expected service level, Matt should slow its expansion pace down so as to maintain a high service quality and hence, protect Southwest Airlines from damaging its own reputation. However, it is advised that the first option could pose these substantial risks: A. Since it requires persistent over-time on its staff, the staff morale would definitely be affected, leading to a high staff turnover rate
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