Name of the book : - Management of Information Systems 10 education 1. Write a b
ID: 3726458 • Letter: N
Question
Name of the book : - Management of Information Systems 10 education
1. Write a brief synopsis of the case discussing the main points.
2. Comprehensively answer the case questions.
3. Identify 5 concepts (terms) from the chapter that relate to the case. Define the concepts in your own words. Discuss how each concept relates to the case.
JetBlue Airways, WestJet Airlines, and Others: The Difficult Path to REAL WORLD CASE Software Upgrades ew things in the airline business are more daunting They also wanted additional functions, such as the a l- than upgrading to a new reservations system. Doi ity to link their prices and seat inventories to other airlines a carrier risks losing customers and tarnishing its brand. Dis After studying alternatives, WestJet and Jetluc inde count carriers JetBlue Airways Corp. and WestJet Airlines pendently selected a system offered by Sabre IIoldings Corp., Ltd. both recently switched reservations systems. The differovider of such technology to 300 airlines and owner of ing outcomes are a reminder of how the implementation of Travelocity and other online travel agencics. JctBlue says the Despite months of planning, when WestJet flipped the capital spending and S15 million in one-time operating ex switch on its new system, its Web site crashed repeatedly and eses. WestJet did not disclose its costs its call center was overwhelmed. It took months to resolve The system sells scats and collects passenger paymen all the issues. JetBlue, which later upgraded to the same soft but it also controls much of the passenger experience: shop- ware, suos aap We and hiring 500 temporary call-center workers. sn the: sidins Werlh si inc.cacting with i agents; using airport kiosks; selecting scats; checking bags; boarding at the gate; rebooking and getting refunds for carn cellations. "It has a very big circle of influence and has to with an airline. So messing with the reservations system president of JetBlue who led the Forest Ilills, N.Y., carrier pett, an executive at Sabre Airline Solutions division. "It's as through its transition. sible a technology upgrade as in almost any industry." Both WestJet and JetBlue previously used a system de- signed for start-up airlines with simpler needs. As the carri- ers grew, they needed more processing power to deal with increasing numbers of custome WestJet, which has 88 planes and is Canada's second largest airline, switched to Sabre in October 2009 after it had shifted to a lighter winter schedule and canceled some flights. A big challenge was the overnight transition of 840,000 files-transactions of customers who already had purchase flights-from WestJet's old reservations server in Calgary to FIGURE 12.17 Sabre's servers in "Iulsa, Oklahoma. It didn't go well, says Bob Cummings, WestJets executive vice president of marketingExplanation / Answer
1) The case study describes two major airline corporations (JetBlue Airways and WestJet Airways) and its struggles dealing with technological changes. However, the steps taken by both airways are radically different. On one hand, we have WestJet, who just jumps in making changes without any contingency planning and shows not much care towards customer service. On the other hand, JetBlue also faces technological challenges, however, it has proper backup and goes out of its way to serve its customers.
2)
(a) WestJet and JetBlue both upgraded to the same application and faced same challenges. However, WestJet did not have any backup system and had a rough time transiting the upgrade. However, JetBlue made a backup of the website and hired 500 call center workers to make the transiting smooth.
(b) JetBlue made a backup of the website and hired 500 call center workers and it definitely helped because WestBlue who did not do anything had a hard time dealing with the customers and had its customer loyalty scores tumbling down as a result of long wait time and difficulties in booking.
(c) Upgrading to SAP would allow customers to add new features without any technical upgrade, however, upgrades could create temporary technical problems. Not upgrading would mean no temporary technical issues but would result in no paid support and possible lawsuits.
(3)
(1) SAP - A business software.
SAP software allowed an upgrade to the current software.
(2) Customer Loyalty Ratings - A matrix that shows how much the customer trusts the company.
Customer ratings were changed by implementing the new system.
(3) Vendors - Other software service providers other than SAP (like Workday)
These vendors provided an alternative to SAP.
(4) Agents - Temporary workers.
The agents helped JetBlue Airways ensure a smooth transition.
(5) Upgrade expenses - Expenses made to upgrade a system
The upgrade expenses constituted to 50% - 85% of implementation charges.
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