Recommendation Memo For Is Projects Assessment Answer
Answers:
To: Ed White, Vice President of Customer Service of Alaska Airlines
From:
Date: 02/14/2018
SUBJECT: Self-service based customer service through Technology Implementation
This recommends,
Implementation will take place within 45 days of approval in Alaska Airlines LAX location. Improved logistics, increased productivity, and customer satisfaction will be displayed and applied to other airports after a successful demonstration. The implementation of the incorporation of the self-service-based customer service, through technology that could provide a sustainable competitive advantage for Alaska Airlines.
Introduction
Company was incorporated in 1932, and have since been a trend setter and had recently spent over $15 million on developing and implementing technological initiatives followed by enhanced customer service, which the company seek to achieve through implementation of the incorporation of the self-service-based customer service, through innovative technology.
Background
Some customers and employees were seen to be more comfortable with the concept of self-service if made possible through technology.
The Alaska terminal at the Seattle airport had check point on its baggage conveyer belt.
Customer’s bags get checked in, and scanners read the bar codes but diverts it to different belts Luggage fall off and customers miss flights.
Recommendation
Alaska Airlines to embrace self- service technology, must study and review the impact of it.
User friendly, technology must be adopted, so that the customers and the team members can easily learn and adopt it.
The employees must be trained so as to know all things needed for a technological initiation, like initial operation, then the process of mending it, if the situation so arises, etc.
Effective communication, between the employees, airlines, and customers, can improve the incorporation and implementation of the new technology.
Customer survey is beneficial and must be adopted to check on the errors, by studying the customer experiences, which will also increase the interaction.
Using cost effective devices will enable the company to meet and fit within the budget.
Basis of Recommendation
A previously designed a software program called IMAGE (Interface Management and Graphical Environment), with its user-friendly features in the windows environment, which will allow the customer service officers to serve the customers at the gates and also at the ticket counters. Thus, this previously designed program will help in benefitting Alaska, since in many airports the airline rented competitors’ gates with fixed computers are not equipped with the IMAGE system. So, with the advent of this technology, the airline will also get more ticket-counter space than was available in many locations, thereby supporting the seasonal migration in sending the laptops from slower locations to busier airports, and in so doing the barriers which are experienced by the customers by standing in queues will be shortened.
Next Steps
Implementation will take place after the approval. Improved logistics, increased productivity, and customer satisfaction will be displayed and applied to other airports after a successful demonstration. The implementation of the incorporation of the self-service-based customer service, through technology that could provide a sustainable competitive advantage for Alaska Airlines. Alaska Airlines must undertake and strive hard to create an experience that serves both company’s customers as well as the staffs or the employees within it. So, creation of self- service checkpoints and merging the booking software, will provide the choices to choose from, with a higher degree of flexibility, which will then help the company to establish the brand in serving the customers with much ease and accessibility.
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