This website uses cookies to ensure you have the best experience. Learn more

My Paper

3053 words - 13 pages

Quality Management at United Airlines
Brandon L. Smith
Keller Graduate School of Management
GM 588
6/20/2012
Dr. Kim Hunley

INTRODUCTION
United Airlines is a major airline based in the United States and one of the world’s largest airlines. It was formed in 1934. It is a subsidiary of United Continental Holdings Inc. Its headquarters are located in Chicago, IL. United is a founding member of the Star Alliance, the largest alliance in the world. On October 1, 2010 United and Continental airlines merged together forming the world’s largest airline in revenue passenger miles and second largest in fleet size and destinations. “The new United will offer customers an ...view middle of the document...

There are a total of 48,000 employees currently employed.
PROBLEM STATEMENT
Customers are very valuable to all businesses because they are the ones that are making profits for a business. Customers are the ones that are buying products and paying for services therefore it is extremely important for any type of business to treat the customer as “king”. Customer loyalty comes from customers being satisfied. If customers are satisfied they buy from your company more even at times when prices tend to sway and they refer customers by spreading the good word about your company.
United Airline has had many complaints about its customer service and the way its employees treat and handle their customers. Customers are complaining of rude staff and are very dissatisfied how the staff talks to their customers. If United does not step up to the plate and find a way to fix this issue more and more customers will be going to competitors and they will lose a lot of potential revenue. Southwest Airlines are one of United’s many competitors and many customers are very satisfied with Southwest not only because of their great customer service but also because of their bags fly free service. Therefore, if United keeps having such low ratings for customer satisfaction their customers will leave them.
On April 4, 2012 Airline Quality Rating report was released and out of 16 domestic carriers United Airline was ranked #1 as the worst major carrier. The ranking factors used to evaluate the airlines were the following: mishandled baggage, flight delays, involuntary denied boarding and customer service. United had the worst Airline Quality Rating score among major airlines with a -1.31, with customer service as its lowest factor contributor. According to the AQR report, United had the second highest customer complaint rate in 2010 with 1.64 complaints reported per 100,000 passengers. The Business Insider rated them #2 in their worst companies in America list.
Harvard Business Review reports “that if you can prevent 5% of your customers from leaving you, you can increase your bottom line profit by 25%-95%,” (Lee, 2012). 82% of lost clients go somewhere else because of customer service issues. This is a huge number that can easily go down if companies such as United find a system to resolve these issues. If customers keep complaining, and companies do not attend to their needs they will not sit around and wait; there are competitors that are more than willing to take those customers. “It costs six to seven times more to gain a new customer than to keep an existing one,” (Conklin, 2006). In today’s technology a bad experience can be spread really quickly by electronic formats such as email, instant messages and even Facebook or Twitter status. Therefore, United needs to step up to the plate and take action. The airline’s reputation suffered even more last year due to a thousand YouTube hits when Dave Carroll, posted a song and video on...

Other assignments on My Paper

My Research Paper

2576 words - 11 pages Harvard University, to say that he became a computer addicted since he was 11 and he needed help from her.  He Also told her that his grades fall down from 3.8 to 1.3 after using computer. Also, Fernandes said that the internet effected his work in school.  “If I spent as much time studying as I do on the Web, my GPA would be up a whole point” (Green). VII. Conclusion      In conclusion,  Overusing computer and internet is a very serious problem

My Term Paper In Ancient Philosophy

2975 words - 12 pages Aristotle, he defined prudence as beings reasoned and true state of capacity to act with regard to human goods.[19] However, Aristotle did not believe that all people are capable of acquiring prudence. Indeed, his teaching is devoted to the idea that education and training the intellectual virtues especially prudence, would develop the understanding of human good. In the previous part of this paper, it stated the current condition of the ‘Delicadeza

None

1925 words - 8 pages But I don’t want to upload a paper, I just want to read the stuff that is already there because I need it for my researches. But I don’t want to upload a paper, I just want to read the stuff that is already there because I need it for my researches. But I don’t want to upload a paper, I just want to read the stuff that is already there because I need it for my researches. But I don’t want to upload a paper, I just want to read the stuff

My Lost Homework Assignment

272 words - 2 pages saw paper hanging out the window. It was the cover page. Then I looked outside for the other pages. As I searched I found another page in the garage. How it got there I’ll never know. As I continued my search my next door neighbor stopped me and asked if I had I lost something. I said yes. He pulled a crumpled piece of paper out of his car. He went and explained that it had blown into his car a couple blocks back. The last paper of my

Asss

256 words - 2 pages LISTENING REACTION PAPER [pic] Speech 100 – all sections. Assignment Instructions: The Listening Exercise takes place in class. You must be in class doing the exercise to be able to write this short paper. Type a double-spaced, two page paper (see ”Format” in the class syllabus for instructions on margins, etc.) Type full pages – don’t skimp! It’s worth points to fill the page. NUMBER your answers and answer the following

Simile Paper

391 words - 2 pages and will forever get better. This is proven because when my writing career started in elementary school the quality was very poor, but now as my career as a writer has progresses it improves in quality and intensity. It also represents when I start writing a paper, it starts off as a cocoon with the words all compacted and coming together until it comes out all together in a paper. The second simile of riding a bike for the first time is like

Nursing Proposal

432 words - 2 pages Proposal: What is your main argument or working thesis? My main argument in my midterm paper will be that it is important to know why your nursing major that you have chosen is worthwhile before committing yourself to it and all that it contains. While having to be intelligent, patient, and driven, nurses must also have a compassionate heart and strong work ethic. I will have three supporting ideas for my argument. _______ Why is

Apa Style

260 words - 2 pages Writing in the style prescribed by the American Psychological Association (2001), Publication Manual of the American Psychological Association (APA 5th), can be a daunting experience for both graduate students and faculty members. Green and Gold (1996) suggest that an additional guide can be helpful, minimizing the need for searching through the sometimes confusing and highly detailed text of APA 5th. This paper should help you submit your

Decision Making Process Paper

545 words - 3 pages 2 Decision-Making Process Paper In everyday life we are challenged in making sound decision, decision that will last for a life time. Folk often wonder after making a decision if it was the right choice, will it affect the people around me, was this a good choice for my family, and will the decision affect them. The decision- making process should be one that makes a positive change

Now And Again

255 words - 2 pages sentences. Every time I wrote a paper I can remember the countless times that I sat in my seat waiting on my teacher to pass back papers and getting points off for run-on’s. Statements like “Jasmine you have beautiful writing but you need to learn to use much more punctuation” As a writer this tells me I need much more work I feel that my mind is in the right place to write but the logics to set up my writing the way it is taught isn’t as good as

Bibliography

908 words - 4 pages , has been | |research question. |linked to family history of addiction use. | |Why do you think this research question will be appropriate for a|The research topic I have chosen, is in line with what I am currently | |research paper? |getting my degree in. | |How

Similar Documents

My Paper

814 words - 4 pages they are introduced to on the job or how dangerous the community has become. My dad said he went to the police academy for twelve weeks and they tested him orally, physically, mentally and he even took a lie detector test before he could even graduate.’’ The training process is like military’’ he said. The screening procedures used here in Tallulah used by the local and the sheriff consist of a more formal approach you have to take a drug test

My Paper

2521 words - 11 pages I | | Current Situation ……………………………………………………… | 4 | | A | Current Performance………………………………………………………. | 4 | | B | Strategic Posture…………………………………………………………… | 4 | | | | | II | | Strategic Managers……………………………………………………… | 6 | | A | Board of Directors………………………………………………………… | 7 | | B | Top Management…………………………………………………………. | 8 | | | | | III | | External Environment ………………………………………………… | 9 | | A | Natural Environment

My Paper

258 words - 2 pages Kjlsjfls kjdfijekd lkjdfsiejf lskjdflj lksjdflkjsd slkjdijr lkjsdfljsdf slkjdfl j slkdjf ljskldjflksdjfslkjdf slkjdflkjsdf slkjdflkjsd lkjsdf ljsldkjf lksjdf lksjf slkdjf slkjdf sldkfj lskdjf lskdjf. Lsjkdf kslkdjf slkdjf kljsdf lskjdf lskjd sldkj sdlfj sdlfj sldj sld jsldkfj sldkjf lskdj fsldkfj lsdkjf lsdkjf jsldkjf sldkj ljsdl fjksdlfj sdlfj sldkf jsldkj fldsj fsldjf lsdkjf lkjsdl jls jlfkj sldk jfsd js dljk lk jsdlkfj slkdjf ks jdlfksdj

My Paper 452 Words

452 words - 2 pages McDonald’s have 8 current and expected government policies and regulations, including taxes and regulations in place to address issues related to externalities. First, is the audit and non-audit Service Policy? The purpose and Applicability of Policy is under the Sarbanes-Oxley Act of 2002, the Audit Committee of the Board of Directors is responsible for the appointment, compensation and oversight of the work performed by the independent auditor