Sky Airways Case Study

1. Describe Sky’s service product.

Sky Airways are Business to consumer Services. This is because Sky Airways service that provided by the organisation to individuals. The service that Sky Airways provided are an European airline with routes predominantly in Europe but offering daily flights to New York, Johannesburg, Mumbai and St Petersburg. ^[1]A subset business to consumer c service are those organisation which facilitate communication and service provision between customers. As in the case, at the last meeting of the board of directors the airline’s owner and chief executive, Bernie Williamson, expressed concern at the growing number of complaints his airline was receiving and about the on-board catering. It is about the food that Sky Airways served to the consumer. The consumer are not satisfied and they complaint. The Sky Airways service must follow the needed to provide an upgraded service for the premium-fare passengers that was to provide the culturally sensitive’ meals. Example, flying to and from Mumbai, the food should be Indian, while to Johannesburg it should have a distinct African flavour. Besides, they must serve the over passengers who order special meals for religious, dietary or health reasons. Although they can specify menus, portions and costs there are inevitably wide variations in quantity and quality loaded at various airports around the world.

2. If you were Peter Greenwood what would you recommend to the board?

If I were peter greenwood, I would say the real issue though is that the constraints upon Sky Airways food are pretty severe. I would recommend to the board about making operation a contributor to strategy as well an implementer. It is the operation and its staff that deliver the service. Operation manager are responsible for the implementation strategy. There are a set of competences in the operation that can be turned to create a strategic advantages. Service operation director can have a significant contribution into developing strategy by knowing what they can, or deliver and by driving change and improvement through the organization provide it. Think about trying to do a many person and remember that there's a lot of bad. For a hot meal, they have to make a meal that can take being heated for a long period of time in the serving container. The food is precooked and kept at temperature because they can't do on the spot cooking, and they don't have the energy budget to cook then refrigerate then reheat. Once they take into account the immense variety of dietary restrictions that airplanes have to cater to like vegetarians, and they start to realize just what type of situation these airlines are in. Vegetables are even tough to do well. A lot of starches begin to break down. If an airline was totally dedicated to delivering high quality meals, they could re-engineer the entire process. But that is not going to pay for them. Passengers have spoken, and the majority of them want more choice of menus. This is not due to ingredients, but having to retrofit an entire fleet of planes and design completely new ovens.