From a customer perspective, only one of two things can happen: Describe the steps you would have taken to control the risk in these projects. Undaunted, the airline quickly returned to profitability in the next year after implementing its "Return to Profitability" plan, and consistently ranks at the top of customer satisfaction surveys and rankings for U.
The goal is to collect all the risks. Upgrading a reservation system carries special risks. The critical issue was the transfer of WestJet'sfiles containing data on transactions for past WestJet customers who had already purchased flights, from WestJet's old reservation system servers in Calgary to Sabre servers in Oklahoma.
For example, they built a backup Web site to prepare for the worst-case scenario.
Either the airline successfully completes its overhaul and the customer notices no difference in the ability to book flights, or the implementation is botched, angering customers and damaging the airline's brand.
Airlines such as WestJet and JetBlue promote low-cost and high-efficiency carriers by giving extremely competitive fares and outstanding customer service. Its goal is to provide low-cost travel along with unique amenities like TV in every seat, and its development of state-of-the-art IT throughout the business was a critical factor in achieving that goal.
Two examples of this business model in action are JetBlue and WestJet. The objective is to develop a framework for evaluating the various risks against one another.
What people, organization, and technology factors caused those problems. The company began with approximately 40 employees and three aircraft. In FebruaryJetBlue tried to operate flights during a blizzard when all other major airlines had already canceled their flights.
WestJet employees had trained with the new system for a combinedhours prior to the upgrade, but WestJet spokesman Robert Palmer explained that the company "encounter ed some problems in the live environment that simply did not appear in the test environment," foremost among them the issues surrounding the massive file transfer.
Today, the company has 7, employees and operates flights per day.
WestJet also ended up hiring temporary offshore call center workers, but only after the problem had gotten out of hand. The resulting number is a single number, a risk quotient, which can be used to prioritize risks within the project.
The migration required WestJet agents to go through complex steps to process the data. But compared to what WestJet endured, the company was extremely well prepared to handle these problems. This delay provoked a deluge of customer dissatisfaction. But JetBlue had also experienced similar customer service debacles in the past.
SabreSonic CSS performs a broad array of services for any airline.
Hundreds of thousands of bookings for future flights that were made before the charge over were inaccessible during the file transfer from Calgary to Oklahoma.
In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure. JetBlue experienced a few glitches—call wait times increased, and not all airport kiosks and ticket printers came online right away.
The company is headquartered in Queens, New York. All of the data generated by these transactions are stored centrally within the system.
JetBlue continued to grow at a rapid pace, remaining profitable throughout, untilwhen the company lost money in a quarter for the first time since going public. In contrast, JetBlue had the advantage of seeing WestJet begin its implementation months before, so it was able to avoid many of the pitfalls that WestJet endured.
The risk of a functional analyst leaving is greatest in the initial phases of the project when they are intensively interacting with the customer. On the other hand, JetBlue make its switch on Friday night because Saturday traffic tends to be low.
Both JetBlue and WestJet contracted with Sabre Holdings, one of the most widely used airline IT providers, to upgrade their airline reservation systems. The inventory should include all internal factors for the project such as resource changes, assumption failures, and sponsor availability.
Next, inventory can also help control risk.
Inboth airlines upgraded their airline reservation systems, and one of the two learned this lesson the hard way. Not every mitigation strategy needs to involve money. JetBlue and WestJet: A Tale of Two IS Projects The case of JetBlue and WestJet implementation of information system in their operations to enhance services delivery portrays the benefits of such IS systems, as well as the glitches and risks that come with such system implementation, particularly if due diligence is not taken on the viability of such systems.
Dec 05, · CHAPTER JETBLUE AND WESTJET: A TALE OF TWO INFORMATION SYSTEM PROJECTS. In order to get a consistent number for all of the risks, multiply the probability which should be per interval of duration by the impact and finally multiply that by the duration.
The resulting number is a single number, a risk quotient. JetBlue and WestJet: A Tale of Two IS Projects CASE STUDY I n recent years, the airline industry has seen several low-cost, high-efficiency carriers rise to prominence using a recipe of extremely competitive fares and outstanding customer service.
Please read and review the Chapter 14 Case Study: JetBlue and WestJet: A Tale of Two IS Projects (page of your text) After your review, please answer the following questions and formulate them into an APA formatted paper: 1.
View Full Document. JETBLUE AND WESTJET: A TALE OF TWO IS PROJECT 2 Both WestJet and JetBlue previously used a system designed for start-up airlines with simpler needs. As the carriers grew, they needed more processing power to deal with increasing numbers of customers%(1).
Name: Course: Date: JetBlue and WestJet: A Tale of Two IS Projects The case of JetBlue and WestJet implementation of information system in their operations to enhance services delivery portrays the benefits of such IS systems, as well as the glitches and risks that come with such system implementation, particularly if due diligence is not taken on the viability of such systems.Case study jetblue and westjet a tale of two is projects