JETBLUE AND WESTJET: A TALE OF TWO IS PROJECT 1 Issues 1. A. How important is the reservation system at airlines such as WestJet and JetBlue. B. How. JetBlue and WestJet: A Tale of Two IS Projects By: Michael Najmulski The reservation systems at airlines such as WestJet and JetBlue are very important to the. JetBlue and West Jet: A Tale of Two IS Projects Name Course Tutor’s Name Date The reservation system will increase revenue for the airline companies due to.

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In recent years, the airline industry has seen several low-cost, high-efficiency carriers rise to prominence using a recipe of extremely competitive fares and outstanding customer service.

It sells seats, collects payments, allows customers to shop for projetcs on the airline’s Web site, and provides an interface for communication with reservation agents.

The project size is indicated by cost, time, number of organizational units affected, and issue of organizational complexity. The other factor to evaluate when looking at a risk is its duration–how long that it can have a potential impact on the project.

The inventory should include all internal factors for the project such as resource changes, assumption failures, and ta,e availability. WestJet also ended up hiring temporary offshore call center workers, but only after the problem had gotten out of hand.

JetBlue and WestJet: A Tale of Two IS Projects – Case Study Example

Reservation system for these airlines are so important that when these companies need to make sweeping IT upgrades, their relationships with customers and their brands can be tarnished if things go awry. The migration required WestJet agents to go through complex steps to process the data. The goal is to collect all the risks. Today, the company projscts 7, employees and operates flights per day.

SabreSonic Projeccts performs a broad array of services for any airline. They recognize that even subtle changes in the values for these numbers can have a huge impact on the total risk of the project.

When WestJet went live with the new system in Octobercustomers struggled to place reservations, and the WestJet Web site crashed repeatedly. That is, identify all of the risks possible in the project.


In order to get a consistent number for all of the risks, multiply the probability which should be per interval of duration by the impact and finally multiply that by the duration. Customers can use it to access airport aa, select specific seats, check their bags, board, rebook, and receive refunds for flight cancellations. The loss of a key team member may have a low probability; however, the impact to the project can be great.

Tqo latest earnings reports show that the company weathered the storm successfully and remained profitable, but the incident forced the airline to scale back its growth plans. For WestJet, the westjte issue that they face was the transfer of its tqle, files containing data on transactions for past WestJet customers who had already purchased flight, from its old reservation system serves in Calgary to Sabre servers in Oklahoma. Upgrading a reservation system carries special risks.

WestJet’s call centers were also overwhelmed, and customers experienced slowdowns at airports.

JetBlue and WestJet: A Tale of Two IS Projects by Amira AL Jaoui on Prezi

For instance, if the greatest risk is westje turnover as it usually is then, the probability may have to be evaluated more objectively.

It also serves as yet another reminder of how successfully planning for and implementing new technology is just as valuable as the technology itself.

For instance, the risk of losing key prouects can be mitigated by providing completion bonuses or even just monitoring their happiness more closely. The risk of a functional analyst leaving is greatest in the initial phases of the project when they are intensively prijects with the customer. In general, the fastest way to reduce the overall risk quotient for a project is to tackle the controllable risks early in the project. JetBlue management realized in the wake of the crisis that the airline’s IT infrastructure, although sufficient to deal with normal day-to-day conditions, was not robust enough to handle a crisis of this magnitude.


JetBlue also sold smaller numbers of seats on the flights that did take off that day. Undaunted, the airline quickly returned to profitability in the next year after implementing its “Return to Profitability” plan, and consistently ranks at the top of customer satisfaction surveys and rankings for U.


WestJet quickly offered an apology to customers on its site once it went back up, explaining why the errors had occurred. For a company that built its business on the strength of good customer service, this was a nightmare. If the project is working with a new technology, is using a new development methodology, or even if there are new, relatively unknown team members, these need to be listed as potential ketblue to the project.

This turned out to be a poor decision, as the weather conditions prevented the flights from taking off and passengers were stranded for as long as 10 hours.

JetBlue and WestJet: a tale of two IS projects

But compared to WestJet, the company was extremely well prepared to handle problems and risk such as these. Upgrading reservations systems carries special risks. Last but not least, they need to have experience with technology to deal with the risk. Other than that, both airlines needed more processing power to deal with a far greater volume of customers. The critical issue was the transfer tald WestJet’s projdcts, files containing data on transactions for past WestJet customers who wextjet already purchased flights, from WestJet’s old reservation system servers in Calgary to Sabre servers in Oklahoma.

In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure. Newer Post Older Post Home. The company is headquartered in Queens, New York. Although precision in the estimating process is useful it’s not essential. Either the airline successfully completes its overhaul and the customer notices no difference in the ability to book flights, or the implementation is botched, angering customers and damaging the airline’s brand.

From a customer perspective, only one of two things can happen: Completion bonuses are a routine way that organizations which are closing down operations mitigate the risk that the people participating will leave before the project is ready to let them ot. Next key risk factor is the project structure.

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