Running head: WEEK THREE ASSIGNMENT: NINE STEPS TO
Week Three Assignment: Nine Steps to Problem-Solving
University of Phoenix
Marketing 571
Week Three Assignment: Nine Steps to Problem-Solving
Step 1: Describe the Situation
Classic Airlines, one of the largest airlines in the United States is facing numerous problems that can lead the company to bankruptcy. It is imperative that the company's executives carefully analyze the company's situations and take immediate action. Two internal problems that must be immediately addressed are communication and leadership. There is no clear communication among the leadership and front line staff working directly with customers. There is no communication among leadership either. Externally, Classic's Airlines Executives must address what the competition is doing and how they are being affected. A second concern and a very important concern is addressing customers comments and concerns and finding out why they are not committed to Classic.
Step 2: Identify and Frame the Right Problem
In the midst of this crisis there is an opportunity for Classic Airlines to identify and correct the problem or problems so that it can thrive and be a successful enterprise. Communication is very important and must be addressed immediately. It is imperative that both upper management and point of contact are able to clearly communicate with customers. A big problem that Classic faces is the lack of customer retention and customer's loyalty. If Classic Airlines communicates effectively their goals and expectations to staff they would be able to address not only one problem but their most critical problems.
All levels of staff and management must be able to understand where they are in comparison to competing airlines. They must be able to listen to their customers and address their concerns. Classic must be able to validate their actions and if possible accommodate their customer's needs.
Step 3:...