Complete a VRIO or Value Chain analysis, a PESTLE analysis, and a Five Forces model for an organization. Prepare a 3-6-page executive report that analyzes the internal and external environments of the

United Airlines Ticket Duplication Problems

Marina Gizzi

Capella University

Introduction

A lot has been written about the United Airlines since the professor's incidences being kicked out off the plane and that of Dr. Dao in a similar situation. Over an extended period, this incidence has significantly impacted the overall performance of United Airlines (Goldstein, 2019). The two rates occurred due to ticket duplication, and therefore there was no apparent justification of the real traveler who booked the seat. The one, the professors among the two from the Ohio University, held a ticket number duplicated to another traveler. Due to the plane attendants' misunderstanding, they kicked him off the plane for the next day's trip. On a similar incident, Dr. Dao was dragged off the plane for not giving up his seat. Just as the Panera Bread's leaders effectively utilized an understanding of critical thinking and VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) to solve the mosh pit problem, this article as well prospects to use a similar framework to address the ticket duplication problem in United Airlines.

Business Overview

In 2017, Dr. David Dao declined to give up his seat in United Airlines, after which a security guard ended up kicking him out of the plane. In a similar incidence in 2019, United Airlines faced another accusation for dragging two Ohio University professors from the flight (Goldstein, 2019). Forbes established that Dr. Wientje's incident raised an uproar due to the mistreatment and the injuries sustained from the harassment. The background of the problem was that two passengers were assigned the same seat, a case that a gate agent came over to solve. The professor handed his ticket to a plane attendant who later claimed that she had not received it.

The primary cause of the customer mistreatment and costly damages that the corporation had pay was root on the ticket duplication. The duplication problem has been imminent among airline corporations. Therefore, this paper prospects to solve the significant problem in the organization (mitigation of fake flight tickets and issuance mistakes). Thus, as a leader, one should establish a productive system that improves customer service and targets to reduce the organizational liabilities accrued due to errors or legal proceedings.

Critical Thinking Framework and the Evidence-Based Solutions

The aviation industry significantly contributes to the global economy's overall growth by approximately 4%, as indicated by 2015 studies. Additionally, the number of air passengers has been rapidly growing since 2012 (Al-Thani, Ahmed, & Haouari, 2016). Therefore, there is a need to develop a system that reduces paper tickets to reduce error cases and ticket duplication issues. These incidences of fake tickets and duplication of cards have been mitigated by using Artificial Intelligence in booking for flights and obtaining electronic tickets. Using artificial intelligence is significantly impactful to the company since the computerized system is designed to establish the seat numbers already booked online and mitigate the issues of double issuance of a similar seat number.

Use of the mobile apps has been a significant step in flight booking at United Airlines, which has since reduced the ticket issuance errors. A customer can establish the intentions f booking a flight after which a unique number is allocated for their bookings. Therefore, due to the artificial intelligence executed, the erroneous issuance has been mitigated. Additionally, the use of robots at the station can be useful elements to reduce cases of fake tickets. The robotic system should be instructed to detect the dishonesty in ticket information through automatized scanning models (Suki & Suki, 2017). Therefore, the company will establish fraudsters in the system and reduce the cases of ticket number resemblance. The Information Communication and Technology aspects are much useful and crucial in developing the AI and robotic system to increase efficiency, accuracy, and relevance for productive customer experience.

VUCA Effects on Business

VUCA establishes four diverse challenges that an organization face and requires four distinct approaches. In this scenario, the main objective is to cut off the root of ineffective customer service in United Airlines (Fake tickets and ticket duplication).

Volatility

Volatility in the VUCA world encompasses the nature, speed, volume, and the dynamic of change in an unstable situation, and the duration of the scenario is unpredictable (Raghuramapatruni & Kosuri, 2017). The scenario is highly volatile; the problem is unstable, and the stay duration is unknown. However, the information on the issue is readily available, although costly. Through the volatility challenge, the management can significantly use the available data from the customer’s responses to develop a productive model. The company gains the preparedness to devote resources for the investment that matches the risk associated with a particular problem.

Uncertainty

The features of a situation that a problem solver must endure are dissatisfactory to his/her knowledge in terms of the variables’ values (Millar, Groth, & Mahon, 2018). Under uncertainty, the organization lacks the necessary information. If the company requires essential information about the customer’s experience and demands, the situation will worsen. Thus, in the recommendation, it must invest in information by collecting, interpreting, and sharing critical managerial decisions such as investment funds allocation and informational analysis.

Complexity

The chaos or the issue encompassing the scenario in the VUCA world is predictable, and the information is available. However, the volume of the data is sheer, and the situation could be overwhelming (Raghuramapatruni & Kosuri, 2017). The complexity aspect complicates the situation due to the vast information available for review. Still, it is useful in recommendation since it depicts interrelated variables considered in the system implementation. It is a valuable aspect since the management can restructure the organizational systems to suit a desirable outcome.

Ambiguity

An ambiguous scenario, as postulated on the VUCA environment, is that the situation in which a decision-maker has to face the solution algorithms are seen to need determination (Millar, Groth, & Mahon, 2018). The ambiguity could complicate the situation in that the causal relationship would be unclear and thus makes it difficult. However, it is useful for the recommendation since one can establish hypotheses and test to develop a possible correlation between factors. Therefore, the management could use VUCA in determining the root of the problems, acquire information, and utilize the information to develop effective systems to mitigate problems in the corporation.

Conclusion

Conclusively, as the Panera Bread effectively solved their mosh pit problem through creative thinking and VUCA aspects this assignment has used a similar framework to solve fake tickets and ticket duplication problems in United Airlines. Artificial intelligence and robotic operations can be used to offer electronic tickets and detect fake ones. VUCA would be a useful aspect to obtain information, devote resources for preparedness, invest in information, restructure the operations' system, and implement the assignment's recommendations.

References

Al-Thani, N. A., Ahmed, M. B., & Haouari, M. (2016). A model and optimization-based heuristic for the operational aircraft maintenance routing problem. Transportation Research Part C: Emerging Technologies, 72, 29-44.

Goldstein, M. (2019). United Airlines kicks retired professors off late-night flight. Forbes.

Millar, C. C., Groth, O., & Mahon, J. F. (2018). Management innovation in a VUCA world: Challenges and recommendations. California Management Review, 61(1), 5-14.

Raghuramapatruni, R., & Kosuri, S. (2017). The straits of success in a VUCA world. IOSR Journal of Business and Management, 19, 16-22.

Suki, N. M., & Suki, N. M. (2017). Flight ticket booking app on mobile devices: Examining the determinants of individual intention to use. Journal of Air Transport Management, 62, 146-154.