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Eastern States Air Environment Case Study, Assignments for
Management Information Systems
Aliah University Management Information Systems
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The Eastern States Air Environment Gloria Rooneysaw that the service in the airline industry had been in a state of steady decline for several years. UP LOADED O N 05/08/
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Eastern States Air Environment Case Study
after proving her ability as executive vice president with two other major airlines. Like^ Gloria Rooney assumed the presidency of Eastern States Air in the early 2000s,
most other surviving airlines, Eastern States Air weathered rough times during the mid- 2000s But as the year 2011 neared Rooney was running an airline that was doing well
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2000s. But as the year 2011 neared, Rooney was running an airline that was doing well. Naturally, Rooney couldn’t be satisfied with simply staying the course; she wanted to do
better. And she thought she knew how. Rooney saw that service in the airline industry had been in a state of steady decline
for several years. More and more passengers were flying than ever before, but their level of satisfaction had gone down. Crowded airports, flight delays, overbooking, the
occasional disastrous accident, and other factors had combined to raise industry
complaints to all-time-high levels just when passenger flight miles were also at an all- time high.
most deeply held beliefs about running an airline: “It’s not what you do; it’s how you do^ In that atmosphere, Rooney finally had an opportunity to put into practice one of her
it.” She told her staff time after time: “The ‘what’ is the easy part. What we do is take passengers from here to there. The way we can distinguish ourselves favorably from
our competitors is in the ‘how’. “Eastern States Air became known as “the airline that put the Frills back into Flying.” A small lounge was added to all planes that could
accommodate one. For people not wanting to leave their seats, two complimentary drinks per passenger per flight, delivered to the seat, became the standard. An
internationally known chef was hired to supervise a food-service system that produced meals as close to the gourmet level as was possible given the state of technology. Just
before passengers exited each Eastern States flight, they were surveyed to see how satisfied they had been with the basics of the flight and with the frills that Eastern States
had put back into flying. Early results of Rooney’s campaign showed that passenger satisfaction levels were off the chart at the top. In one astonishing month, the airline
received no complaints about anything. Rooney was overjoyed. “They said zero defects was an impossible standard in airline service. We proved them wrong.” The passengers
who raved about Eastern States Air and flew the airline as often as they could, sometimes simply for sheer pleasure, understood that there is no free lunch. Eastern
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Eastern States Air Environment Case Study
Gloria Rooney assumed the presidency of
Eastern States Air in the early 2000s, after
proving her ability as executive vice
president with two other major airlines. Like
most other surviving airlines, Eastern States
Air weathered rough times during the mid-
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