United Airlines

United Airlines case outline:

Strategic business issues associated with the use of Information System:

Alaska Airlines strategy is to develop and implement technology which provides them with the competitive advantage over its competitors. Key issues for them to decide are:

 Will innovative uses of technology provide Alaska Airlines the competitive edge within the industry in the future?

 Which processes for Alaska’s system could be completely automated?

 Which service/process should stay person-to-person?

 Should some be hybrid?

 Would current Airport of the Future or other technological initiatives solve Alaska’s problem? How should Alaska implement the solutions?

 With infinite number of technologies available, what criteria should airport of the future team use to evaluate new technology?

 In addition to technological innovation, what else is necessary for Alaska to be successful?

From the case, we learn that Alaska Airlines have implemented the following systems:

 IMAGE project is helping Alaska Airlines with customer service experience. Its user friendly interface is helping employees to provide better customer service. It can be concluded that other airlines will follow suit with this technology.

 E-tickets and self service check-ins are helping to reduce the cost of employees.

 Online ticketing through Alaskaair.com will reduce the cost of ticket issuance as more passengers use the website.

 As more and more passengers get used to the idea