Operations and Supply Chain Management Commons^™

Assessing Customer Service In Airports – Models From The Uae, Aman Gupta, Mohammed Arif, Phillip A. Richardson

International Journal of Aviation, Aeronautics, and Aerospace

Customer service at airports has become a key priority for airport operators given the high degree of competitions. This paper uses an airport customer service model to analyze three examples from the United Arab Emirates (UAE). Passenger interviews, statistical information, customer feedback and other forms of information have been utilized to learn more about the customer view on the quality of service offered at these three airports. Detailed qualitative analysis of these case studies has highlighted some key issues in the area of customer service and identifies some opportunities for improvement.

The 6th Mode Of Transportation, Robert O. Walton

Publications

The five modes of freight transportation are normally characterized as motor carriers, railroads, airlines, water carriers, and pipelines. This paper will attempt to position the Internet as the sixth mode of transportation. This paper compares the strengths and weaknesses of the traditional five modes of transportation against the proposed 6th mode of the Internet. Without including the Internet as a mode of transportation, and tracking the economic value that it adds to the economy, the economic impact of the Internet as a mode is not considered. The recommendation of this study is that the Internet should be added to the …

A Simulation Approach To Airline Cost Benefit Analysis, Massoud Bazargan, David Lange, Luyen Tran, Zhiyuan Zhou

Management, Marketing and Operations - Daytona Beach

In this paper we conduct a cost benefit analyses using simulation for an Airline. This study pertains to using Towbarless Towing Vehicles (commonly referred to as supertugs) to transport aircraft to and from the terminal to airline’s maintenance hangar facility at their hub. This study attempts to investigate the possibility of reducing costs through saving jet fuel by adopting supertugs and identify if their high purchasing costs are justified. This study adopts simulation to analyze the annual savings by studying the numbers needed, as well as the utilization and operation cost for these supertugs. The results are very encouraging, enabling …

Competition And Price Wars In The U.S. Brewing Industry, Jayendra Gokhale, Victor J. Tremblay

Accounting, Economics, Finance, and Information Sciences - Daytona Beach

The behavior of the macro or mass-production segment of the U.S. brewing industry appears to be paradoxical. Since the end of Prohibition in 1934, the number of independent brewer has continuously declined while the major national brewers, such as Anheuser-Busch, Miller, and Coors, have gained market share. In spite of this decline in the number of competitors, profits and market power have remained low in brewing. Iwasaki et al. (2008) explain this result by providing evidence that changes in marketing and production technologies favored larger brewers and forced the industry into a war of attrition, in which only a handful …

How Purchasing Departments Can Take Advantage Of The Sluggish Economy To Achieve Strategic Opportunities Through Best Practices, Peter O'Reilly

Publications

Presentation objectives:

• What is a Strategic Best Practice and Why is it Important to a Purchasing Department?

How To Implement Best Strategic Practices In Small And Medium-Sized Procurement Organizations During Difficult Economic Times, Peter O'Reilly

Publications

Presentation objectives:

• What are Small-sized and Medium-sized Sourcing Departments?
• What is a Strategic Best Practice and Why is it Important to a Sourcing Department?

Customer Relationship Management: A Theoretical Overview And The High Cost Of Failure (A Case Study), Tamilla Curtis, Donald Barrere, Tom Griffin

Publications

Despite the significant benefits offered by the customer relationship management (CRM) strategy together with advanced technology, there is still a high rate of companies who fail to see results promised by CRM in order to achieve a competitive advantage. A review of the empirical literature together with the case study of the CRM implementation within a midsize financial firm will result in deeper understanding of current CRM practices that could contribute to better planning, selection, and implementation of customer relationship management programs.

Session Code: Eh The 21st Century Ideal Supply Management Organizational Format, At Least For 2005, Peter O'Reilly

Publications

The Problem:

What organizational format for the supply management function makes sense in your firm?

Why do we have a problem in the first place?

• The ever popular Silos
• Corporate culture
• Lack of senior management’s understanding of the supply management function
• The absence of a strong core procurement organization
• The dynamics of the ever changing world of mergers and acquisitions

Attaining A World Class Supply Management Organization Through Strategic Initiatives, Peter O'Reilly

Publications

Goals of a World Class Supply Management Organization:

• One Supply Management Voice
• Create a Collaborative Team Environment
• Control 90% of Enterprise-wide Spend
• Achieve Expense to Savings Ratio of 8:1 or Higher
• Integrate Technology
• Establish Metrics

Problems/Hurdles:

• Lack of ResourcesNo Direction (Vision or Plan)
• Too much transactional work to overcome or “I do not have time to think, much less plan”
• Corporate Culture or History
• Organizational Structure

Goals Of A World Class Supply Management Organization, Peter O'Reilly

Publications

The presentation Goals of a World Class Supply Management Organization discusses the following problems/hurdles:

• Lack of Resources
• No Direction (Vision or Plan)
• Too much transactional work to overcome or “I do not have time to think, much less plan”
• Corporate Culture or History
• Organizational Structure

Trends. Thinking On Transportation Security, Ibpp Editor

International Bulletin of Political Psychology

This Trends article discusses the necessity of gathering intelligence successfully to combat terrorism as it pertains to commerce.

Running With The Pack: Jit & Automation For Small Manufacturers, Thomas E. Phillips, John R. Ledgerwood

Publications

While both just in time (JIT) concepts and automation programs have been widely implemented and highly successful in large manufacturing companies, many smaller manufacturing companies have wondered whether it would be economically feasible to utilize these same techniques and derive these same benefits. When JIT is adopted by small manufacturers, it provides them with advantages over traditional manufacturing systems, such as lower cost, quality improvements, higher productivity, and less working capital tied up in inventory. Small US manufacturers must understand the basic principles and philosophy of JIT and update their production equipment if they are to be competitive in today's …