Essay about Regional Airlines Case Study

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Case 2: Regional Airlines

Case 2: Regional Airlines
Case Introduction
A+ for effort, Customer Service Pays for Itself In an extremely regulated and thus relatively uniform industry such as the commercial airline industry, the successful airline is the organization which sets itself apart from the competition. Within an industry that requires customer planning to interface with flight schedules and security measures, a major operational aspect which can aid an airline in gaining an edge on the competition is customer service. The effective consumption of air travel (finding flights, buying tickets, getting through the airport, boarding a plane, and finally reaching the final destination) is not the same simple consumer –supplier …show more content…

The salient issue of the case is determining what the appropriate level of investiture to make for the phone system to provide an expected (and beneficial) level of customer service

Group Discussion
Exploring Simulations
Simulation is a quantitative technique developed for studying alternative courses of action by building a model of that system and then conducting a series of repeated trial and error experiments to predict the behavior of the system over a period of time (Srivastava, Shenoy, & Sharma, 1989, p. 753). Of all the simulations waiting line simulations are of the most important to the customer service industry. In the airline industry long waiting times can lead to poor customer service scores and diminished sales. Regional Airlines is establishing a new telephone system for handling flight reservations (Anderson, Sweeney, Williams, Camm, & Martin, 2012). The airlines main goal is to decrease the wait time at its call centers and increase sales. Regional’s management team agrees that its goal should be to answer 85% of its incoming calls immediately. The following analyzes Regional Airline’s (RA) current reservation system and ways to improve it.
Analysis of Current System
Currently RA is answering one call every 3.75 minutes during 10:00 a.m. to 11:00 a.m. time period (λ (average arrival

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