Week 2 Notes.docx - Structure of a case Introduction Body...

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Structure of a case Introduction Body Macro External environment: Industry Internal environment: Company (Generic) vision and mission business model resources and capabilities organizational structure performance (Specific) service management trinity looking forwards Exhibits – quantifying data Company financial Information of competitors Timelines I st Reading 5W who – Rupert Hogg, CEO of Cathay Pacific where – Cathay Pacific, premium airline, global when – mid-2017 what - * why – customer service are the key of premium airline Issues & Opportunities 1. 600 laid off + 200 in future at HQ one off 2. HKD575m loss partially caused by fuel hedge one off 3. Keep employees engaged permanent 4. Face powerful trade unions permanent 5. Quality customer service declining * permanent 6. Overall ranking falling permanent PLANNED ACTIONS 4ns 3 year -> 30% cost reduction at HQ achieve leaner decision making and improve efficiency and productivity -> restructure cargo, finance and HR dept.
Improve on-time perf. / use assets more efficiently Buy fuel efficient aircraft -> increase prod. & fewer cost Introduce new dest., increase freq. popular dest. / reduce/cut unpopular dest.

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