United Airlines

Area for Improvement

1
Mathias Oh Ella Guajardo Zach McKee

Hannah Miller Brett Harper Michelle Palacino

2
Agenda

1 Identify: Key Issue

2 Why does this Matter?

3 Policy-Makers

4 Employees

5 Customers

6 Q&A

3
 Key Issue
Negative Publicity

Key Issue Importance Policies Employees Customers 4

Public Reputation

Key Issue Importance Policies Employees Customers Ella

5 Guajardo 5
Key Issue Importance Policies Employees Customers 6Ella Guajardo 6
 Ella Guajardo 7
Key Issue Importance Policies Employees Customers
PR History

Key Issue Importance Policies Employees Customers Ella Guajardo 8

 Why does this matter? Key Issue Importance Policies Employees Customers
Zack McKee 9
Photo: http://cdn.abclocal.go.com/content/ktrk/images/cms/automation/images/106374_1280x720.jpg
 Analysis of Stock

Key Issue Importance Policies Employees Customers Zack McKee 10

Source: Nasdaq
 Analysis of
Customer
Reviews

United vs. Alaska

Key Issue Importance Policies Employees Customers Zack McKee 11

 1.5 Stars

Avg customer satisfaction rating difference between United and Alaska Airlines
Key Issue Importance Policies Employees Customers Zack McKee 12
 Where is the
disconnect?

Key Issue Importance Policies Employees Customers Zack McKee 13

Key Stakeholders
Key Issue Importance Policies Employees Customers
Globally Expansive Policies

Hannah Miller 15
Key Issue Importance Policies Employees Customers
 Increase
Workload

Inconsistency
Effects on Policy Makers
Response to Negative Publicity

Lost
Subordinate
Confidence

Key Issue Importance Policies Employees Customers Hannah Miller 16

Leading with a Strong Base.

Hannah Miller 17
Key Issue Importance Policies Employees Customers
 Employees

Key Issue Importance Policies Employees Customers Brett Harper 18

 Customer
Satisfaction
Key Issue Importance Policies Employees Customers Brett Harper 19
Customers

Michelle Palacino 20
Key Issue Importance Policies Employees Customers
Customer Needs/Wants

Price

Wants &
Needs

Schedule Accommodations

Key Issue Importance Policies Employees Customers Michelle Palacino 21

Customer
Concerns

According to Slate.com
flight problems made up
one-third of all domestic
complaints over the past
five years
Michelle Palacino 22
Key Issue Importance Policies Employees Customers
Customers

Concerns Effects of Bad PR How Change Can Help

Key Issue Importance Policies Employees Customers Michelle Palacino 23

Index
Key Issue Stakeholder Focus
Public Reputation Moving Forward
Phoebe Klebahn
Blog Post
Importance
Analysis of Stock
Analysis of Customer Reviews
1.5 Stars
Stakeholders
Effects on Policy Makers
Employees
Customers

24
 Stakeholder Focus
Employees

Implementation
Direct Contact with Customers
Bridge between other
Stakeholders

Key Issue Importance Policies Employees Customers 25

Moving Forward

Quality Controls
Training
Strict Hiring Process
Past Incidents

Key Issue Importance Policies Employees Customers 26