Question

Select an airline such as American, Delta, Southwest, Emirate, etc., and compose a scholarly case study paper that provides details on one of the information systems that has been implemented by the company in the area of human resources, sales and marketing, customer service, reservations, maintenance, or operations.

How the utilization of the information system has assisted the airline's management or employees in making better decisions, improving the business processes, operating more efficiently, or attracting or retaining customers.

Answer 1

DELTA

Delta airlines. Inc. most commonly known as Delta is a major airline in the United States headquartered in Atlanta, Georgia (Burrough et al., 2015). When it comes to airline management the aspect of technology becomes very crucial. It is not possible for an airline to operate smoothly without incorporating technology into its daily operation.

Strongest competitive force

The airline industry is driven by those who offer airline services and those who use this services. Those who will provide high-quality services as compared to their competitors will have no trouble finding customers. Fortunately for Delta, the company has invested so much on technology to improve all aspects of its operations including but not limited to: one use of technology to improve sales and marketing (Burrough et al., 2015). Two, use of technology to improve customer's services and use of technology for better management of human resource. However, like any other company delta faces a big challenge of stiff competition from other airline agencies. One of the biggest competitors to the delta is Emirates. In order to mitigate this delta has invested a lot in technology and it has the best technology in airline company can need to succeed.

Competitive strategy

Delta competitive advantage is to provide extremely the best services that their competitors cannot. In addition, they provide this services at low cost than their competitors. This has been possible for Delta as it uses technology in many aspects thus reducing costs (Burrough et al., 2015). Although the initial cost of implementing any technological system is high its pros by so far surpassing its cons. For example, AMPEX Data Systems produces airborne machine learning, solid-state recorders, and cybersecurity solutions. This has really improved delta management.

Is for competitive advantage

The most problem that each company can have is advertising. Delta uses its technology systems in promoting its advertisements. Moreover, it utilizes the internet and social media like tweeter, histogram, and Facebook for advertisements.

Reference

Burrough, P. A., McDonnell, R., McDonnell, R. A., & Lloyd, C. D. (2015). Principles of geographical information systems. Oxford University Press.

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Answer 2

Case Study: Delta Airlines' Reservation System

Introduction:

Delta Airlines is one of the world's largest airlines, with operations in over 300 destinations worldwide. In recent years, the company has focused on improving its customer experience by upgrading its reservation system. The new system has been instrumental in helping Delta Airlines achieve higher customer satisfaction rates and improving its overall operational efficiency.

Background:

Delta Airlines' reservation system is a critical component of its operations. It allows customers to book flights, change reservations, check-in, and purchase additional services such as baggage fees and in-flight meals. Historically, the reservation system was a complex and fragmented system that had several limitations. The old system could not accommodate the increasing number of customers and had poor integration with other systems, resulting in poor customer service and operational inefficiencies.

Delta Airlines recognized the need to upgrade its reservation system to meet the changing needs of its customers and the aviation industry. In 2012, the company launched the Delta Reservation Sales Optimization (DRSO) system, a new platform that would improve the customer experience and operational efficiency.

Implementation:

The DRSO system was developed in partnership with a technology company, Hitachi Consulting. The system was designed to improve the reservation process by simplifying the booking process, reducing wait times, and improving customer service. The new system was also designed to integrate with other systems used by Delta Airlines, such as flight operations and maintenance systems.

The DRSO system was implemented in phases, with the first phase launching in 2012. The initial phase involved upgrading Delta's legacy reservation system to a new platform that would provide a more intuitive user interface, improved functionality, and better integration with other systems. The second phase of the project involved upgrading the airline's airport kiosks and mobile app to provide a seamless booking experience for customers.

Impact:

The DRSO system has had a significant impact on Delta Airlines' operations and customer experience. The new system has improved the airline's operational efficiency by reducing the time it takes to book a flight, increasing the accuracy of reservations, and reducing wait times for customers. The system has also improved customer service by providing customers with a more intuitive and user-friendly booking experience, allowing them to easily find and book the flights they need.

One of the most significant benefits of the DRSO system is its ability to integrate with other systems used by Delta Airlines. This has allowed the airline to improve its overall operational efficiency by streamlining the reservation process and reducing errors caused by manual data entry. The new system has also allowed Delta Airlines to better manage its inventory and pricing, resulting in more accurate and competitive pricing for customers.

Conclusion:

Delta Airlines' DRSO system has been a game-changer for the airline industry. The system has improved the customer experience by providing a more intuitive and user-friendly booking experience, reducing wait times, and improving customer service. The new system has also improved operational efficiency by integrating with other systems, reducing errors, and streamlining the reservation process. As Delta Airlines continues to invest in technology, its DRSO system will continue to play a critical role in improving the airline's overall performance and customer satisfaction.