Statistics And Research Methods In Solving Business Problems: Continental Airlines

2352 words - 9 pages

IntroductionTeam C was tasked with researching and analyzing several examples of the effective use of statistics and research methods in solving business related problems. The team collectively researched several examples that demonstrated an effective use of statistics in solving business related problems. Examples included the human factor and ergonomic issues related to night shift work, methods of paying out payroll, effectively measuring the impact of a technical process improvement within an aerospace company, and finally the impact of processing customer information more rapidly and more efficiently in the airline industry to improve the ability to increase the situational awareness within the industry and improve customer service and company profits. After critical thought was given to each business related problem, Team C decided to focus on the use of statistics and research methods in solving the aforementioned problem within the airline industry. Continental Airlines, which recently implemented a speech analytic technology improvement within its Reservation Call Centers, provided Team C a perfect case study in which to analyze the effective use of statistics in solving business related problems.Importance of Business Problem in the Airline IndustryThe airlines today are constantly faced with having to adapt business decision-making strategies to a very complex and dynamic business environment. Decision makers that can effectively and efficiently collect and analyze the most relevant and reliable consumer data relating to industry trends and activities within the industry can improve on the qualitative and quantitative inferences which can be made from statistical data. Improving the situational awareness of industry trends and activities, in as timely a manner as possible, can help an airline realize improvements in customer service satisfaction and increase company profits. The costs of not giving critical thought to this business related problem could cost an airline in profits, potential growth opportunities in the marketplace, and a decrease in the overall standing within the industry.Evidence to Support ProblemContinental Airlines is a company that once rated last in many industry standards related to customer service: on-time arrivals, baggage handling, customer complaints, and denied boarding due to overbooking. Since the company has focused its efforts on improving the process of collecting more timely and relevant consumer data in the industry, the company has increased its standing in the industry and gone from "last to first" in many customer service related statistics. The company was paying on average $5 to $30 per customer service call and $3,000 annually per agent to analyze the relevancy and reliability of the data collected into its Reservation Call Centers (Callminer News, 2005). Continental Airlines had to find a way to improve this process and decide which data received by customer service calls were relevant to...

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