Operation

Case1

1. EasyJet done in few ways, use internet to reduce distributions cost, ticketless travel, no free on-board catering, efficient use of airports and paperless operations.

2. By using above strategies, there are risks associated. By using internet to reduce distribution cost, if there is any problem with internet or computer system has any problems, it will be big disaster. For customer using ticketless travel, the main problem maybe the customer did not bring the email, maybe forgot about the boarding time, etc. By not pre-assign seat, it may easily let customer getting angry by no getting the best position. By using less crowded airports, the facilities may not as good as the popular one, it may affect the brand image of the company by using these airports. By using paperless operations, if the system have any failure, important information may not have backup.

Case2

Competitive priorities of the four core processes are customer relationship, new service development, order fulfillment and supplier relationship. For First Class and Coach passengers have different level of the competitive priorities, as the prices they paid are different, so they will have a different standard. ,

Customer relationship for First Class passengers are to provide a top quality service and provide more personal attention, etc. For Coach passengers will only serve with standardized service.

New service development for both passengers are very close, as they are traveling with same flight. The only different maybe the menu of the meal could adjust for First Class passengers.

Also, supplier relationship are similar for both passengers. Airline will keep the best supplier relationship for both passengers. Ofcourse, it should keep a low cost operation to maintain a reasonable fare.

For order fulfillment, most important is to get the flight leave and arrive on schedule, also airline should provide also consistent quality service based on the fare. It is more...