Jetblue Case Study

Jetblue Case Study

1)The information systems and business functions described in this case are Transaction Processing Systems (TPS), Customer Relationship ManagementSystems (CRM, and Executive Support systems (ESS).
The TPS system isresponsible for tracking ticket reservations and transactions. The CRM systemsprovide customers the ability to communicate with JetBlue and acquire updatedflight information such as cancellations and delays.
The ESS system provides seniormanagement a way to address strategic issues and planning based on resultsprovided by the systems.


The information systems that were described in this case were as follows:
-Transaction processing system (TPS). Automated key processes such as; ticket sales, baggage handling, and reservation system.
-Management information system (MIS). The system used for managing planes, crews and scheduling was run by an outside contractor.
-Communication System was in place but was not adequate in maintaining stability and proven to be unsuccessful, during this crisis.

2) JetBlue’s business model was based on providing luxury and excellentcustomer service at the lowest price in comparison to other airlines.
Jetblue wasable to provide this luxurious flying experience by investing and using informationsystems.
These systems automated the process of ticket sales, and baggage handling, they were also used to manage planes, crews and scheduling.


To provide top-notch service at an affordable low price was JetBlue’s business model. JetBlue maintained a simple atmosphere; employing non-union workers, flying only the Airbus A320 permitting standardized flight operations and maintenance procedures, and updating its business processes to the minimum level of efficiency. The management information systems were also ran by one outside contractor, allowing a small staff that permitted in-house development of systems instead of relying on outsourcing or consultants. Lastly, the company spent 1.5 percent of...

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