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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From a customer perspective, only one of two things can happen: The migration required WestJet agents anf go through complex steps to process the anc. Chapter 14, pages The loss of a key team member may have a low probability; however, the impact to the project can be great.

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.

Story 3 – JetBlue and WestJet: a tale of two IS projects

For the time being, WestJet is hoping to return to growth before pursuing these measures. Hundreds of thousands of bookings for future flights that were made before the changeover were inaccessible during the file transfer and for a period of time thereafter, because Sabre had to adjust the flights using the new system.

The key risk factors that should be considered are the project size, project structure, and experience with technology. Angry flyers expressed outrage on Facebook and flooded WestJet’s site, westuet the repeated crashes.

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

In recent years, the airline industry has seen several low-cost, high-efficiency carriers rise to prominence using a recipe of extremely competitive fares and outstanding customer service.

WestJet also ended up hiring temporary offshore call center workers, but only after the problem had gotten out of hand. Each risk should be evaluated based both on its probability and on the impact that it would wdstjet if it happens. Both companies were projecs within the past two decades and have quickly grown into industry powerhouses.


When WestJet went live with the new system in Octobercustomers struggled to place reservations, and the WestJet Web site crashed repeatedly. Most of all, however, it should include the things that are new in the project. These problems impact both of the airlines operational activities and decision making to change their initial carrier which had started out as a system designed for twoo start-up airlines to a better carrier.

They also wanted additional functions, such as the if to link their prices and seat inventories to other airlines with whom they might wish to cooperate. Posted by d ace at 2: But compared to what WestJet endured, the lrojects was extremely well prepared to handle these problems. The company also hired temporary call center workers to manage potential spikes in customer service calls.

But when these companies need to make sweeping IT upgrades, their relationships with customers and their brands can be tarnished if things go awry. It is structured, defined requirements run lower risk. However, later in the project they may not have much input and therefore aren’t a risk if they leave. The files still cannot be access for a period of time thereafter, because Sabre had to adjust the flights using the new system. For instance, the loss of a subject matter expert early in the project is a risk because their input is still needed.

Undaunted, the airline quickly returned to profitability in the next year after implementing its “Return to Profitability” plan, and consistently ranks at the top of customer satisfaction surveys and rankings for U.

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. Technical risks can be controlled by moving them forward in the project so that they are proven out nearly immediately.

JetBlue also sold smaller numbers of seats on the flights that did take off that day. Newer Post Older Post Home. As the carries grew, they needed more processing power to deal with increasing numbers of customers. They also needed features like the ability to link prices and seat inventories to other airlines with whom they cooperated.


That step happens later.

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. In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure.

The objective is to develop a framework for evaluating the various risks against one another. Headquartered in Calgary, Canada, WestJet was founded by a group of airline industry veterans inincluding Neeleman, who left to start JetBlue shortly thereafter. In addition, JetBlue needed to add some booking functions.

Once the risks are prioritized, go through the list and identify which risks are controllable, which risks are things that can be mitigated, and which risks must be accepted. 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. 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.

However, JetBlue had also experienced its own customer service debacles in the past. 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. Not every mitigation strategy needs to involve money. Two examples of this business model in action are JetBlue and WestJet. 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.

Both JetBlue and WestJet contracted with Sabre Holdings, one of the most widely used airline IT providers, to upgrade their airline reservation systems.