Optimizing Quality and Performance in Outsourced Ground Operation at Alaska Airkines
Read the Case "Quality Counts at Alaska Airlines" - CH 6 and respond to the following:
Detail some ways that Alaska can ensure that quality and performance metric standards are met when the company outsources its ground operations to a contract provider.
Identify several quality metrics, in addition to those identified earlier, that you think Alaska tracks or should be tracking.
Think about a previous problem that you had when flying, for example, a late flight, a missed connection, or lost luggage. How, if at all, did the airline respond? Did the airline adequately address your situation? If not, what else should they have done? Did your experience affect your desire (positively or negative) to fly with that airline in the future?
Twenty years of service quality performance in the US airline industry
Rhoades, D. L., & Waguespack, B.,Jr. (2008). Twenty years of service quality performance in the US airline industry. Managing Service Quality, 18(1), 20-33.
Show your understanding of the OM chapter concepts and the specific case situation
Optimizing Quality and Performance in Outsourced Ground Operation
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Question 1
At the point when Alaska Airlines outsources its ground providers to different contractors, it can primarily guarantee that the quality and simultaneously the performance metric standards are met by executing the following strategies:
Create and communicate clear quality standards: Alaska Aircraft ought to communicate clearly to the contractor its expectations for performance and quality. The airline industry standards incorporate aircraft maintenance, language handling, customer complaint handling, and client service (Rhoades & Waguespack, 2008).
Embrace monitoring and reporting culture: Alaska Airlines ought to lay out a standard timetable for checking and reporting on the performance with the contracting company. This can be possible through a review of performance metrics, regular audits, and inspections.
Offer support and training to the contractor: Alaska Airlines ought to give support and training to the contracting company to