Read these 2 articles, and find the weakness and solution in each of part. 7. United Airlines: fixing the culture problem https://www.forbes.com/sites/deniselyohn/2018/03/28/how-to-fix-united-airlines

United Airlines: Case 3: 6 disciplines (Part 1 : 3 disciplines and Part 2 : 3 disciplines) Objective: The purpose of this assignment is to bring to life the concepts that you have been taught across the 6 CXD disciplines . Your team will use the concepts taught each week and apply it to the situations that are provided in the 8 links below. The assignment: You r team has been contracted as consultants to United Airlines to assess their customer experience model following several issues ( 8 links below) Two -part assignment: Part 1: Strategy, Customer Understanding, Design & Delivery Part 2: Measurement, Governance and Culture Team size: maximum 4 students You will need to study e ach of the 3 disciplines ( for each of part 1 and pa rt 2) through the presentations made every week in class and give an assessment of the weaknesses of United Airlines and the corrective actions that the airlines must take to improve its image perception with current and future passengers. 1. Once the chapte r is covered in class, you would need to do readings from the links provided. (See how to on next page) 2. Each team member makes notes from the links provided and then shares it with the team at meetings. 3. You must link your thoughts and discussions to the c hapter taught in class (For example if we have covered the chapter “Customer Understanding” in class your team must link your discussion around a. what the weaknesses are with UA on Customer Understanding and b. what have you learnt from the class presentation as ideas/concepts which UA can use to improve Customer Understanding? c. When the discussion is complete one team member should write down your thoughts. d. This completes one chapter e. You repeat the same process every time a chapter is completed in class. Mark allocation For each part: Each discipline (20 marks) assessed by weakness – 10 marks (from the cases provided) at United Airlines and corrective action – 10 marks to be taken by United Airlines . Marks will reflect your making reference to the subject mater taught in class. Part 1: 3 disciplines : 60 marks Part 2: 3 disciplines: 60 marks Plus 10 marks for each part for completing the following : All three team contracts (see next page) complete. This is to be typewritten (not handwritten) Includes a complete cover page. No spelling or grammar. Professional layout with bibliography and citations Summary of marks * Each part evaluated at 70 marks and course weight of 15 marks * Total for this assignment = 140 marks for Part 1 and 2 and course weighted at 30 marks Assignment submission * Maximum of 10 -12 pages, (each discipline presented across 1.5 2 pages) Arial , Font size 12 *Soft copy in Drop Box and hard copy to be submi tted in class * You may refer to articles on the internet related to the situation links given below. Proper references are required to be made in the case *Important to attach to your TYPEWRITTEN submission the following team contracts : - Group Contract - Group Log - Group Assessment Please provide me with the name of the Group leader who will prepare the Group Assessment . How to begin work on this assignment Step 1: All team members to review the chapter taught in class Step 2: Team members will distribute reading of the 8 links as follows So for Chapter 1 : Team member A reads links 1 and 2 Team member B reads links 3 and 4 And so on So for Chapter 2 : Team member A reads links 3 and 4 Team member B reads links 1 and 2 And so on for the other team members as shown. URL links provided 1 2 3 4 5 6 7 Team member A B C D URL links provided 1 2 3 4 5 6 7 Team member A B C D This goes on until all team me mbers have read all links and are therefore in a better position to share their insights and contribute more meaningfully to the development of responses to the assignment. Note: You must create one summary for each discipline after team members have rea d all the links The 8 links Please read the following links as a background to your research. You are free to read associated links through your own search . Note: Plagiarism through copy/paste of web related articles means a ZERO in the assignment. 1. U nited Breaks Guitars https://www.huffingtonpost.com/2009/0 8/24/united -breaks -guitars -did_n_24435 8.html 2. United drags passenger off flight https://www.cnn.com/201 8/04/11/travel/united -customer -dragged -off -overbooked -flight/index.html 3. United attendant puts dog in overhead bin – dog dies https://www.cnn.com/2018/03/13/us/united -airlines -dog -dies -trnd/index.html 4. United attendant places limit of 5 minutes on time that baby can cry https://thepointsguy.com/news/united -crew -tells -crying -baby -unacceptable/ 5. United Airlines worst customer service incidents https://www.businessinsider.com/united -airlines -worst -customer -service -incidents -2018 -3 6. United Airlines plagued by public relations disasters https://www.cnbc.com/2018/03/15/united -profitable -but -plagued -by -public -relations -disasters.html 7. United Airlines : fixing the culture problem https://www.forbes.com/sites/deniselyohn/2018/03/28/how -to-fix -united -airlines -culture - problem/#4 868 8889fd3d 8. United airlines kicks off retired professors from flight https://bit.ly/2kNzs9G You will get to understand the CX model that United Airlines shared with their investors . See e -centennial: Case studies and Assignment folder 1. Core 4 2. United Airlines Customer Experience 2018