TASK FORCE COMMITTEE REPORT ISSUE AND SOLUTIONS

TASK FORCE COMMITTEE REPORT: ISSUE AND SOLUTIONS

Assignment 1

Strayer University BUS520

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United Airlines Inc. called united is an airline company founded in 1926 used to be called Varney Airlines. The company was ranked third largest airliner in the world basedon revenue after Delta Airlines and American Airlines. The company functions in over nine hubs within the United States ; Chicago, Denver, Guam, Houston, Los Angeles, Newark, San Francisco in addition to an international hub based in Tokyo, Japan. United Airlines Inc. offers to its customers more than 130 international destinations in 60 countries over the world; as well as it offers several complementary products depending on customers’ preferred price range. Among those products, the United Basic economy, then United Economy, United Economy plus, United First, United Premium service, United Polaris Business in addition United Polaris first respectively to the price. More than 80,000 people work for United Airlines Inc.; thus, it is considered as a public company with stock listed under NYSE.

  1. ORGANIZATION DESCRIPTION AND ISSUE TO BE RESOLVED.

Numerous issue associated with the customer service have been facing United Airlines Inc. recently. Clients did not hesitate to show their madness qualifying United airlines’ employees as indignant. In the fact, the company’s employees are less willing to help the clients while other competitors’ employees will, after customers. Brian Kelly, CEO of the travel site ThePointsGuy.com has defined Newark hub as “ground zero customer service failures”. Moreover, employees have been non-respectful toward people, such as war veterans who have been abused and insulted.

Diversity and inclusion in the workplace are considered the most important pillars among others that illustrate the strong corporate culture within the company. In the fact, the company’s chart states that one of the essential missions of the company is actually to provide an inclusive work environment categorized by dignity and respect that should empowers every single employee in order to contribute to the success of the company. While analyzing this mission statement it looks that the company permits for sure the employees to give the necessary add to the company’s success; however, it does not feature the customers within this statement. It does not mention how the employees have to respect and offer a quality service which gives somehow power to the customer in order to give a path forward for the company. In other words, the employees feel crucial and do not think that giving a good customer service to the client is a necessity.

  1. CORPORATE CULTURE

Moreover, the chart brings the fact that via the diversity and inclusion strategy, the company finds that it is innovative and effective solutions to involve employees from different cultures and backgrounds in order to take the company’s services around the globe, in addition to become a recognized airline where leaders embrace diversity and inclusion as a business advantage and employees feel highly esteemed.

In reality, it is not bad that the company centers its attention to employees and their diversity. Moreover, it is considered as a common belief and key of success for all big companies. United Airlines’ behavior by giving importance to their employees is completely right and there is nothing bad about it; however as written before in this paper, when a company gives more the importance to its employees more than the customer, the employee would treat the client however he wants. Consequently, the company becomes less customer service oriented which affects directly its awareness and its image in the sector.

The first United Airlines major weakness would actually be its culture. In the fact, the researches have shown that companies exposing weak organizational culture are not completely concerned about their customer interests. Therefore, the brand awareness and the image of the company would suffer huge damages. Actually the confidence of the clients in the companies’ customer service is extremely important; otherwise, when they lose it, the company faces a severe issue and that is exactly what United Airlines is going through. This lack of confidence is caused by the top management of the company by giving more importance to their employees than their clients.

  1. AREAS OF WEAKNESS

the second weakness is lack of connection between the company’s mission and the company’s values and what employees portray. It has recently been reported that the company errands employees from a certain background contrary to what it has been stated in the chart by executing dubious promotions over the recent years. The statements written in the chart should not only be ink on paper; however, they should be the ethical basics for everyone to behave respectively to the rules imposed by the company including the top management directors. A sense of equity and fairness must be taught to all employees in order to give the customer the service that he expects.

The United airlines’ customer service issue could be resolved by taking some serious measures. First the company should identify the key problems that has conducted to the bad customer service, then a designed program must be applicable to win the customer faith. Some advertisement could have an effect on customers if they show that the company is engaged to give the right customer service. In addition, a culture based on honestyand fairness must established within the company giving the customer the same right as the employee. All those changes should be initiated and shown by top management in order to be an example to all the company’s employees.

  1. SOLUTIONS PROPOSED

Secondly, United airlines must show the they are more proactive than reactive to the customers’ claims. Severe punishment must be applied to employees who abuse the clients and mistreat them since nowadays the claims of the customers are useless and without importance. A switch in the company’s policy will attract the faith and the trust of potential customers as well as it would improve its awareness and reputation.

United Airlines is considered as one of the most important national airlines in the United States. Nevertheless, a weak organizational culture shown by the company from the top management until the last row of the hierarchy had significantly impacted the customer service. The clients had reported numerous incidents with an abuse or a mistreatment from the employees which shows the lack of the ethical behavior. The issue of customer service had a direct impact on the company’s awareness and reputation as well as it has made the company losing an important percentage of its turnover due to the migration of the clients to other competitors. For that reason United Airlines has to concentrate its effort on finding a solution to this issue. In other words, the company should be proactive and listen to the customers’ claims. It is a fact that the key of success of any company in the world is a good customer service.

  1. EXECUTIVE SUMMARY

United airlines should instore a policy based on fairness and ethics if they would resolve the issue. Otherwise, a temporary solution would only deteriorate the situation.

References

Sigurdsson, E. (May 2, 2017) Corporate Leadership and Culture: United Airlines & the ‘Re-accommodated’ Doctor – guiding principles for Boards, C-suite executives, and General Counsel. Retrieved from http://www.sigurdsonpost.com/2017/05/02/corporate-leadership-and-culture-united-airlines-the-re-accommodated-doctor-guiding-principles-for-boards-c-suite-executives-and-general-counsel/

Koenig, D. (September 11, 2015) United Airlines’ new chief executive faces a list of not-so-small problems. Retrieved from https://www.bostonglobe.com/business/2015/09/10/new-united-airlines-ceo-faces-long-list-challenges/zbmil9nMHuqtyGFphqv1xN/story.html

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