Survey of Software Systems Essay

883 Words 4 Pages
Week 6 Case Study

1. How important is the reservation system at airlines such as WestJet and JetBlue? How does it impact operational activities and decision making?
The reservation system is extremely important to small airline companies such as WestJet and JetBlue. Since these companies are small and fairly new, efficient customer service is essential to their success. When potential customers visit the JetBlue and WestJet websites and view their competitive rates, it is imperative that they are met with a completely capable, efficient information system to book their reservations on.
Also, the reservation system will impact operational activities because it clearly lies out how many reservations are currently booked which is
…show more content…
This caused the website to be inaccessible for quite some time during and after the upgrade. This caused an enormous number of dissatisfied customers. Users flocked to Facebook and other social networking sites to express their dissatisfaction with WestJet’s services; they also called customer service in an effort to gain a better understanding about what was going on. As a result of the increase in customer service calls that WestJet was also unprepared for, there was a major increase in customer service wait times, which then led to more angry customers. Luckily WestJet was able to redeem itself some time down the road and didn’t take too much of a hit financially because of that mishap. This goes to show that the risks associated with upgrading information systems within a company are extremely high and in no way should they be undermined. Companies should always be prepared when attempting to upgrade information systems otherwise the loss has the potential to be devastating.

3. Classify and describe the problems each airline faced in implementing its new reservation system. What people, organization, and technology factors caused those problems?
The problems that WestJet faced in implementing its new reservation system ran the gamut. They had a number of organizational problems which included the fact that they obviously hadn’t considered the possibility that the transfer could not go as planned. Although they trained and practiced for

Related Documents