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Problem Solution: Classic Airlines Essay

6431 words - 26 pages

Please turn on View Mark Up to see my commentsYou show an excellent grasp of the Classic Airlines issues in your final paper. In content, you integrated my week 4 comments into the first 3 sections very well (thanks). In content you demonstrate excellent critical thinking as you build your case here for an excellent decision. Please see the document and grading form for more detailed comments. This is excellent work with outstanding integration of our key course concepts and benchmarking.Running head: PROBLEM SOLUTION: CLASSIC AIRLINESProblem Solution: Classic AirlinesUniversity of PhoenixProblem Solution: Classic AirlinesChanges arising from social, economic, technological, competitive, and ...view middle of the document...

Achieving the customer loyalty and competitive advantage that Classic desires first requires understanding and forecasting of customer needs and effective environmental scanning. The accuracy of the information gained is a determining factor in the success of its restructured frequent flyer program and its marketing strategies.The following problem analysis paper begins with an examination of the current state of Classic Airlines. Issues, opportunities, and conflicts between stakeholder groups are then identified and discussed. After this information is analyzed, a problem statement is created and the desired end-state vision is defined for Classic. A summary of benchmarking research results in the formation of alternative solutions that are then rated relative to their fulfillment of the end-state goals and any risks and mitigation techniques are noted. Analysis of this information leads to the creation of an optimal solution, a comprehensive description of what the solution looks like, and how it will help Classic achieve its desired end-state. An implementation plan with timelines and responsibility delegations is also included as well as measurable and specific metrics for evaluating implementation success.This problem solution proposal is highly researched and analyzed to provide Classic with the best possible solution for achieving its desired outcome. Good openerDescribe the SituationIssue and Opportunity IdentificationClassic Airlines, the world's fifth largest airline, has been in business for 25 years and currently employs 32,000 employees with a fleet of over 375 jets that serve 240 cities (University of Phoenix, 2009). Although last year it earned $10 million on $8.7 billion in sales, it also experienced numerous problems. A 10% decrease in share prices not only has investors concerned but it has subjected Classic to scrutiny and negativity causing employee morale to sink to the lowest it has ever been. Furthermore, Classic has experienced a decline in customer loyalty and confidence as exhibited by a 19% decrease in the number of its Classic Rewards frequent flyer members, and a 21% decrease in flights per remaining member (University of Phoenix, 2009). The apparent disconnection between Classic and its customers is also evident in the customer interviews, call monitoring transcripts, and Kevin Boyle's (CMO) customer feedback observations.Classic's competitive ability is increasing lowered by rising fuel and labor costs and a restrictive cost structure due to its post-September 11th overexpansion. To impede further financial havoc and to avoid bankruptcy, the board of directors at Classic has recently decided to mandate a 15% across-the-board cost reduction over the next 18 months (University of Phoenix, 2009).Executives at Classic now face the challenges of improving its frequent flier program in order to lure back customers and restoring stock prices to last year's level while strictly adhering to the 15% cost reduction mandate and...

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