MBA Operations Management - Case Study Guides - 06: QUALITY COUNTS AT ALASKA AIRLINES

 QUALITY COUNTS AT ALASKA AIRLINES

---

 The 6-minute accompanying video is available in MyOMLab.
1. Alaska Air does have some measure of control over ground
operations even though the entire effort is outsourced to Menzies
and its 500 “ramp agents.” First, as the case notes, the metrics are
detailed, measured, and analyzed, and targets are clearly established. There are rewards for outstanding performance (3.7%
bonus) and penalties (up to 5%) for poor performance. Second,
although the ground personnel are not their employees, Alaska
maintains first-line supervisors on the premise, working with
Menzies and treating its ramp agents as equals. Third, Alaska runs
daily reporting sessions to monitor performance continually.
Finally, the subcontractor has every incentive to keep Alaska happy by hiring, training, and retaining quality employees. It provides
the same services for Alaska at many other airports. Losing credibility in the Seattle operations can have implications beyond the
one airport. Plus Menzies provides ground operations for Jet Blue
and Virgin, among other airlines.
LO 6.6: Use the seven tools of TQM
AACSB: Reflective thinking
2. Other quality metrics could include number of lost bags,
number of damaged bags, on-time ramp crews, carts/tugs/belt
loaders in proper places on tarmac, crew always behind the safety
lines, no foreign objects on roadways, tow-bars (which tend to be
misplaced and end up at other airlines) all accounted for.
LO 6.6: Use the seven tools of TQM
AACSB: Reflective thinking
3. What could an airline have done to accommodate a student’s
complaint? (1) An instant text with information to keep the
customer informed—as Alaska did in the case study. (2) A free
meal or hotel voucher. (3) Frequent flyer points. (4) Help from
ground staff. (5) Immediate money to replace lost clothing and
bags. (6) Constant updates from the pilots or ground supervisor
advising the reason for delays.
AACSB: Reflective thinking
4. Using the table in the case:
93.2% of flights scanned = 1.5 points
63.5% of bags scanned = 2 points
89.6% of bags dropped within 20 minutes = 0 points
Outliers: 15 bags arriving longer than 25 minutes = 1 point
Total TTC = 4.5 points, so the new total equals 93.5 (including
the 10-point bonus)
LO 6.6: Use the seven tools of TQM
AACSB: Analytical thinkin
 





----------------------------------

OPERATIONS MANAGEMENT - 2017 - COLLECTION

FREE DOWNLOAD

EBOOKS

Operations Management, 2015, 12th Edition, William J. Stevenson - Free Download Link
Operations Management, Sustainability and Supply Chain Management, 11th Edition, 2014, Jay Heizer, Barry Render - Free Download Link

Operations Management: Sustainability and Supply Chain Management, 12th Edition, Jay Heizer, Barry Render, Chuck Munson, 2017
Principles of Operations Management: Sustainability and Supply Chain Management, 10th Edition, 2017
Operations Research: An Introduction, 10th Edition, Hamdy A. Taha, 2017
Introduction to Operations and Supply Chain Management, 4th Edition, Cecil B. Bozarth, Robert B. Handfield, 2016 
Operations Management: Processes and Supply Chains, 11th Edition, Lee J. Krajewski, Manoj K. Malhotra, Larry P. Ritzman, 2016

Free Online Course Materials

1. Operations Management Ebooks - Free Downloads

2. Slides - 11th Edition - Free Downloads

3. Slides - 12nd Edition - Free Downloads

4. Full List of Videos Case Studies - Link

5. All articles about Operations Management

http://top20mba.com/mba-cases/94-mba-operation-management

2017 Updates

6. QUIZ, Multiple choice questions and answers

7. CASE STUDY GUIDES

8. Video Case study guides

For Test Bankz, Quiz Answers and Case study Guides, email to: wincapsimtips@gmail.com

All Free downloads - LINK

Buy All Collections for USD 19.99 – Buy now LINK (Click here)

Any inquiry and support, please email: wincapsimtips@gmail.com

FREE DOWNLOADS:

1. Operations Management: Sustainability and SCM, 12th Edition, Jay Heizer, 2017

2. Operations Management, Sustainability and SCM, 11th Ed, 2014, Jay Heizer

Free Download Link

3. Principles of Operations Management: Sustainability and SCM, 10th Ed, Jay Heizer, 2017

Free Download Link
4. Operations Management, 2017, 12th Edition, William J. Stevenson

Free Download Link
5. Operations Management: Processes and Supply Chains, 11th Edition, Lee J. Krajewski, 2016

6. Operations Research: An Introduction, 10th Edition, Hamdy A. Taha, 2017
7. Introduction to Operations and SCM, 4th Edition, Cecil B. Bozarth, Robert B. Handfield, 2016 

8. Hotel Operations Management, 3rd Edition, David K. Hayes, 2017Ebooks – Free Download Links

Videos – Youtube channel links

Good Luck and Success, Enjoy Your Study !