Sistemas De Informacion

CASE STUDIES

Jet Blue Hits Turbulence Case Study

1. What types of information systems and business functions are Described In This Case?

In this specific case of jet blue were used as information systems: systems that provide executive support to senior management how to tackle and deal with strategies and planning exercises and results provided by information systems, other system information used is the transaction processing system that is used for continuous monitoring of the tickets and reservations from customers, and last and best known is the CRM which serves to strengthen the relationship between the customer and the company and way as this company is keeping the client informed of flights and delays.

2. What is JetBlue's business model? How do its information systems support this business model?

The business model of this company is based on luxury and excellent customer service, considering a lower price compared to the competition, thanks to improved information systems and sales processes, and crew schedules.

3. What was the problem experienced by JetBlue In This Case? What management, organization, and technology factors responsible for the problem Were? T

In New York there was a big ice storm that caused big problems for the airline Jet Blue. These climatic conditions caused him to begin passenger flights canceled, postponed reserves and crew have stopped for lack of readily available technology systems needed to have full control of personnel available for customer care telephone. Another drawback was on the run, his main interest was to attract large number of customers.

4. Based on what you learned In This chapter, what kinds of systems and business functions Were Involved in JetBlue's problem?

One system that had had intervention and failure was the transaction system that was in charge of the reserves, because these problems had to reschedule reservations, another of its problems was the CRM systems because there was not enough qualified staff to respond customer effectively, customers had no answer about their flight information and reservations and their website was not much capacity to receive many visitors.

5. JetBlue's response to the crisis? What solutions did the airline come up with? How Were the solutions Implemented? Do you think That JetBlue found the correct solutions and Implemented them correctly? What other solutions can you think of That JetBlue Has not tried?

One of the directors of Jet Blue took the responsibility to the crisis, developing new software that sends recorded messages to drivers with routes and availability of flights. Jet

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