Week5 Check Point - perspective So the other issues...

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CheckPoint: Problems at JetBlue Read the Closing Case section of Ch. 8, Meltdown at JetBlue, in the text. Write a 200-word paragraph summarizing your thoughts on the issues that contributed to the service shutdown. What would you have done differently? Format your paragraph according to APA guidelines. Wow, what a teaching story! According to the article, there were a number of mistakes that contributed for a JetBlue service shutdown. In the very beginning, and without involving any IT, it was a huge and the primary mistake that the company decided to continue with their flights, despite all weather warnings and regulations that prohibited flights in such circumstances. It was the first and main mistake that was allowed, and this is what I would do differently- warn all customers about delays and not hope ‘maybe weather will clear’. In fact, I think that this very action brought all other problems that simply showed the company was not prepared for such situation, especially from IS
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Unformatted text preview: perspective. So, the other issues involved imperfection of technologies that could not track lost baggage; inability to contact flight crews for an extra flights- simply because the phone lines were busy; the phone service itself, since it was not organized to handle so many calls; and indeed absence of online option to reschedule the flight that caused additional problems, frustrations, and losses. We learned that during the first calendar day after disaster the company created lost baggage tracking system, delay notification systems, other options than phone reservations, and crew tracking; but the problem was all these services were designed after they were needed the most. Why not make it before, not rushing and agonizing? This is the other step I would perform- organize the IT support in advance, since it was obvious that sooner or later the problem will occur. Suddenly, numerous troubles showed exactly when they expected them less....
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