Cathay Pacific Operations Management

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Marta Encarnacao k1066116 ENCARNACAO K1066116
Marta Encarnacao k1066116 ENCARNACAO K1066116

OPERATIONS MANAGEMENT
CATHAY PACIFIC
OPERATIONS MANAGEMENT
CATHAY PACIFIC
JUNE 2012

EXECUTIVE SUMMARY

CONTENTS
INTRODUCTION…………………………………………………………………………………………………………………………………3 THE TRANSFORMATIONAL MODEL…………………………………………………………………………………………………….4 ON-LINE CHECK-IN……………………………………………………………………………………………………………………………..4 CHECK-IN AT THE AIRPORT…………………………………………………………………………………………………………………5 BAGGAGE HANDLING…………………………………………………………………………………………………………………………6 MEET AND ASSIST, MEETING ARRIVAL……………………………………………………………………………………………….7 OPERATIONAL CHALLENGE………………………………………………………………………………………………………………..8 RESOLUTION………………………………………………………………………………………………………………………………………9 CONCLUSION……………………………………………………………………………………………………………………………………10 REFERENCES…………………………………………………………………………………………………………………………………….11 APPENDICES…………………………………………………………………………………………………………………………………….12

INTRODUCTION
Cathay Pacific Airways is an international airline registered and based in Hong Kong, offering scheduled cargo and passenger services to over 140 destinations around the world.

Its Outport Station in Heathrow Airport – London operates 4 flights daily between London and Hong-Kong. This report will describe how the concepts of e-services and technology relate to on-line services, how all operations are monitored for quality and what methods are used to measure this. Performance Objectives is a concept that is used in more than one operation and therefore its relevance in this report. Other concepts are explored like Capacity and Layout and Front and Backroom Operations. In baggage handling the concept of Process Design and Process Planning is also important as it will ensure not only the safe storage and loading of luggage but also successful delivery to its final destination. Other operations that are part of the airline ground services will use the concepts of Influencing the Customer and Service Design. The problem of revenue loss due to failure in collecting excess baggage charges is identified and possible solutions are suggested.

MAIN BODY
Overview of Operations at Cathay Pacific:
The transformational Model:

Inputs:Operations:Outputs:
Staffcheck-in passenger transported to HKG/LHR
Expenditurebaggage handlingrevenue
Legal meet and assist
InformationBoarding
CustomersMeeting arrival
TechnologyOffice duties
EquipmentTicket desk/reservations
Facilitiese-Services

On-line check-in Service
There are several operations involved in Cathay Pacific’s Ground Handling. To initiate the process of check-in the passenger has access to online check-in 48 hours before and up to 90 minutes prior to flight departure. This operation is therefore defined by the concepts of e-services and Technology. Cathay Pacific relies on this high-tech operation for its quality performance on service delivery and operational effectiveness. From an operations perspective the use of internet check-in should mean a reduction of staff needed to check-in passengers whilst providing the customer with 2 days in advance of seat assignment, print Self-Print Boarding Pass or send Mobile Boarding Pass to a mobile device and ability to arrive at the airport within one hour of the flight departure time. Provided a passenger has no baggage, he/she can avoid check-in altogether and make his way straight to the boarding gate, avoiding queues. Whilst a reduction of staff has not been achieved(yet) it has reduced the time an agent will spend with the passenger, saves money on the amount of boarding cards and printing and it has nevertheless offered passengers added benefits. It also puts us in line with other top airlines in terms of technology advances whilst visiting the website being a marketing tool to promote the airline. This all adds to our competitive advantage.

Check-in at the airport
There are several important concepts that relate to this operation....
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