British Airways Case Study

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This paper will discuss the improvement implemented to improve British Airway; subsequently, offering alternatives for improvement. It will disclose the risks, consequences, and trade-offs utilizing alternative methods. Lastly, it will present an improvement plan that best align with the goals of British Airway.
Passion for Service: Getting Started with AI at British Airways after Implementation for Improvement

The British Airways implemented Appreciative Inquiry, which meant the company encountered a new method for improvement. The company’s issue of misplaced baggage resulted in rising costs in time, money, and goodwill for British Airways; consequently, it was thought that a solution was needed to solve the issue (Cooperrieder & Whitney, …show more content…

The core team shepherd the process; thus, conducting interviews, naming and branding the initiative, speaking to groups about AI, writing articles or being interviewed for in-house communications and serving as the AI coordinator station (Cooperrieder & Whitney, 2005). The steering team addressed the issues and served as designers, champions, and supporters that consisted of line managers, executives, people and organization development managers, communication consultants, and the Appreciative Inquiry consultant; henceforth, the entire benchmark initiative rested upon the team’s high performance (Cooperrieder & Whitney, …show more content…

The cost involved in the utilization of a new system that may or may not solve the misplaced luggage issue. A weight and size issue of the carry-on bag used to store items needed immediately after reaching their destination. The risk of creating new issues to solve one issue.
Consequences
British Airways may lose customer loyalty when they utilize new alternatives. They may incur greater losses if the implementation of alternatives fails. Customers may become apprehensive the issue will not be solved by the introduction of alternatives.
Trade-offs
British Airways developing exceptional arrival experience for their customers is more valuable to the company rather than customer service worrying about lost baggage; subsequently, any alternatives for improvement outside of Appreciative Inquiry would not provide the customers with an exceptional arrival experience (Cooperrieder & Whitney, 2005). The trade-off between alternatives and Appreciative Inquiry is nullified by the need to provide customers with an exceptional arrival experience.
The Best Plan for

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