Award-Winning Case Study: United Airlines

Paper submitted by: Anil Nair and Tarundeep Suri

Business Case:
Customer Relations plays a critical role in recovering customers who perceive disservice during the travel value stream. Hence, when the customer complaints to customer relations about their experience, it is important they feel satisfied with their interaction with customer relations. To measure this satisfaction, a monthly customer survey was implemented in May 2007 to capture customer satisfaction before and after contacting customer relations. The results from this survey for May-Aug 2007 indicated that our customers’ satisfaction with customer relations process was below the goal. Based on additional data available and direct customer feedback (VOC) to senior company officers, it was determined that our offshore contact center (hereby referred to as OFCC), which handles majority of the customer complaints, was causing significant customer dissatisfaction. 

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AWARD-WINNING CASE STUDIES FROM THE BUSINESS TRANSFORMATION & OPERATIONAL EXCELLENCE AWARDS

These exclusive Award-Winning Case Studies, representing the very best uses of Operational Excellence practise are taken from The Global Six Sigma Awards. The Awards took place in conjunction with the Global Lean Six Sigma and Business Improvement Summit, and quickly became the industry’s most prestigious program. The Business Transformation & Operational Excellence World Summit has since taken over the Awards - to learn more, and see if your organization is suitable to attend, please visit the official Business Transformation & Operational Excellence Awards website.

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