JETBLUE AND WESTJET: A TALE OF TWO IS PROJECT 1 Issues 1. A. How important is the reservation system at airlines such as WestJet and JetBlue. B. How. JetBlue and WestJet: A Tale of Two IS Projects By: Michael Najmulski The reservation systems at airlines such as WestJet and JetBlue are very important to the. JetBlue and West Jet: A Tale of Two IS Projects Name Course Tutor’s Name Date The reservation system will increase revenue for the airline companies due to.

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JetBlue and WestJet: A Tale of Two IS Projects – Case Study Example

WestJet’s call centers were also overwhelmed, and customers experienced slowdowns at airports. The risk of a functional analyst leaving is greatest in the initial phases of the project when they are intensively interacting with the customer. Reservation system for these airlines are so important that when these companies need to make sweeping IT upgrades, their relationships with customers and their brands can be tarnished if things go awry.

In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure. For a company that built its business on the strength of westjef customer service, this was a nightmare. As the carries grew, they needed more processing power to deal with increasing numbers of customers.

This can be seen when inboth airlines upgraded their airline reservation systems, SabreSonic CSS was launch, customers struggled to place reservations, and the WestJet Web Site crashed repeatedly. Now that risk quotient for the various risks is identified, it’s possible to prioritize the risks for the project. Two examples of this business model in action are JetBlue and WestJet. WestJet’s latest earnings reports show that the company weathered the storm successfully and remained profitable, but the incident forced the airline to scale back its growth plans.

The time had come for both JetBlue tald WestJet to upgrade their reservation systems. Last but not least, they need to westjjet experience projcts technology to deal with the risk.

In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure. Completion bonuses are a routine way that organizations which are closing down operations mitigate the risk that the people participating will leave before the project is ready to let them go.

This experience, coupled with the observation of WestJet’s struggles when implementing its new system, motivated JetBlue’s cautious approach to its own IT implementation. Either the airline successfully completes its overhaul and the customer notices no difference in the ability to book flights, or the implementation is botched, angering customers and damaging the airline’s brand.


For example, they built a backup Web site to prepare for the worst-case scenario.

On the other hand, JetBlue make its switch on Friday night because Saturday traffic tends to be low. Customers can use it to access airport kiosks, select specific seats, check their bags, board, rebook, and receive refunds for flight cancellations. The objective is to develop a framework for evaluating the various risks against one another.

WestJet employees had trained with the new system for a combinedhours prior to the upgrade, but WestJet spokesman Robert Palmer explained that the company “encounter ed some problems in the live environment that simply did not appear in the test environment,” foremost among them the issues surrounding the massive file transfer. In FebruaryJetBlue tried to operate flights during a blizzard when all other major airlines had already canceled their flights.

All of the data generated by these transactions are stored centrally within the system. JetBlue management realized in the wake of the crisis that the airline’s IT infrastructure, although sufficient to deal with normal day-to-day conditions, was not robust enough to handle a crisis of this magnitude. For instance, the loss nad a subject matter expert early in the project is a risk because their input is still needed.

It sells seats, collects payments, allows customers to shop for flights on the airline’s Web site, and provides an interface for communication with reservation agents. WestJet also ended up hiring temporary offshore call center workers, but only after the problem had gotten out of hand. The files still cannot be access for a period of time thereafter, because Sabre had weetjet adjust the flights using the new system. These plans would allow one airline to sell flights aestjet its own name on aircraft operated by other airlines.

In addition, JetBlue needed to add some booking functions. In order to get a consistent number for all of the risks, multiply the probability which should be per interval of duration by the impact and finally multiply that by the duration. Since WestJet had not anticipated the transfer time required to move the files, they had failed to reduce its passenger loads on flights operating immediately after the charge over. When WestJet went live with the new weestjet in Octobercustomers struggled to place reservations, and the WestJet Web site crashed repeatedly.

The other factor to evaluate when looking at a risk is its duration–how long that it can have a potential impact on the project. Headquartered in Calgary, Canada, WestJet was founded by a group of airline industry veterans inincluding Neeleman, who left to start JetBlue shortly thereafter.


JetBlue and WestJet: A Tale of Two IS Projects Assignment

From a customer perspective, only one of two things can happen: Technical risks can be controlled by moving them forward in the project so that they are proven out nearly immediately. Newer Post Older Post Home. Most people value their own sense of self-worth and they believe that their ability to meet their personal commitments is a part of teo admirable part of their self.

Later on in the project, the loss of the functional analyst has a smaller potential impact for the project. But compared to WestJet, the company was extremely well prepared to handle problems and risk such as these.

JetBlue and WestJet: A Tale of Two IS Projects by Amira AL Jaoui on Prezi

The migration required WestJet agents to go through complex steps to process the txle. Both WestJet and JetBlue previously used a system designed for start-up airlines with simpler needs.

This turn out to be a poor decision, as the weather conditions prevented the flights from taking off and passengers were stranded for as long as 10 hours. The more quickly the risk associated with an item to be validated the more quickly the risk is no longer a risk so its probability can be zeroed out.

JetBlue and WestJet: a tale of two IS projects

JetBlue continued to grow at a rapid pace, remaining profitable throughout, untilwhen the company lost money in a pprojects for the first time since going public. The critical issue was the transfer of WestJet’sfiles containing data on transactions for past WestJet customers who had already purchased flights, from WestJet’s old reservation system servers in Calgary to Sabre servers in Oklahoma. Today, the company has 7, employees and operates flights per day.

The loss of a key team member may have a low probability; however, the impact to the project can be great. Some people struggle with the evaluation step because both of the numbers, percentage and impact, are guesses.

Not every mitigation strategy needs to involve money. Other than that, both airlines needed more processing power to deal with a far greater volume of customers. Each carrier had started out using a system designed for smaller start-up airlines, and both needed more processing power to deal with a far greater volume of customers.

However, there are still glitches call wait times increased and not all of the airport kiosks and ticket printers came online right away.

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