Running Head: PROCESS ANALYSIS ON DELTA AIR LINES 1
Name of Institution: University of Technology, Jamaica
Faculty: College of Business and Management
School: School of Business Administration
Academic Year: 2020/2021
Semester: 2
Course Name: Service Operation Management
Course Code: POM3030
Tutorial Time/Date: Tuesday 7pm- 9pm
Title of Paper: Service Operation Management (Delta Cargo Airlines)
Group Member:
April 11,2021
This concept paper is presented and submitted to in partial fulfillment of the requirements of the
Bachelor of Business Administration Program.
Running Head: PROCESS ANALYSIS ON DELTA AIR LINES 2
Table of Contents
Overview
• Introduction……………………………………………………………………….3
• Background ……………………………………………………………………….4
• Process Matrix…………………………………………………………………….6
• Dimensions of the Service scope………………………………………………….7
• Ambient Conditions……………………………………………………………….7
• Spatial Layout and Functionality………………………………………………….8
• Signs, Symbols and Artefacts…………………………………………………….8
Methodology…………………………………………………………………………….9
Presentation & Analysis of Findings……………………………………………………10 – 18
Conclusion……………………………………………………………………………….19
References……………………………………………………………………………….20
Running Head: PROCESS ANALYSIS ON DELTA AIR LINES 3
Introduction
The students of the University of Technology, Jamaica studying for a bachelor’s in
productions and Operations Management are asked to prepare a product layout and work allocation
flow chart of Delta Cargo Airlines where it would be situated around a batch process type, where
all customers are treated the same. The project will consist of and Overview which will include
the introduction, historical background and dimensions of the service scape used along with the
Methodology, Presentation and Analysis of Findings and the concluding statement.
Overview
The purpose of this assignment is to study the service aspect of Delta Air Lines and to
identify the methods and processes they take in providing exceptional service to their customers.
Where possible, recommend any improvements that we’ve observed through our research that
could be made in their service operations. This assignment will consist of a process analysis and
work allocation flowchart demonstrating how the Delta Air Lines brings forth service to their
target market. The assignment is intended to evaluate the different levels within the company to
understand their processes and current or future plans they have deliver service to the market.
Mission Statement
We—Delta’s employees, customers, and community partners together form a force for positive
local and global change, dedicated to bettering standards of living and the environment where we
and our customers live and work.
Vision Statement
To be the World’s Most Trusted Airline.
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Background
The Delta Cargo Airline is one of the most profound airline systems. Delta was embarked
into an airline service in the year 1940, where Douglas DC-2 and DC-3 service was introduced.
Flight attendants, called “stewardesses,” added to flight crews and in Delta headquarters moved
from Monroe, La., to Atlanta. Over the years Delta was mainly used for war until the company
has established and become more international and global and merged with the Northwest. Delta
is named one of Fortune’s Most Admired Companies for the first time. The airline introduces
five differentiated on-board products, enhancing customer options: Delta One, First Class, Delta
Comfort+, Main Cabin and Basic Economy. Purchases a 3.5% stake in China Eastern, expanding
the airline’s presence and customer choice in Asia’s largest market. Introduces Delta Studio, a
world-class in-flight entertainment service. Within the year of 2017, Delta reports a company
record adjusted pre-tax income of $6.1 billion. Delta ranks No. 63 and is the only airline on
Fortune’s Best Companies to work for list, based on employee ratings of workplace culture.
Invests 49% in Aero Mexico, embarking on a historic transborder partnership. Takes delivery of
first A350, the fleet’s new international flagship aircraft.
Latest update given in 2018, The Airline Service launches joint venture partnership with
Korean Air with hub in Seoul. Rolls out new Zac Posen-designed uniforms for more than 60,000
employees, distinguished by signature Passport Plum color and influenced by years of employee
feedback and input. Launches daily nonstop service between Atlanta and Shanghai. Inducts into
its fleet North America’s first Airbus A220, a sleek and sustainable aircraft serving U.S. routes.
There are five persons apart of the Delta Cargo Airline Leadership Team: Steve Sear, Internal
and Executive Vice President, Eric Phillips is Senior Vice President of Airport Customer Service
and Cargo, Rob Walpole is Vice President of Delta Cargo and leads a team of 1,500 employees
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across the globe, Jannie Davel is Managing Director of Commercial, responsible for Sales,
Alliances, Product Management and Strategy and Vishal Bhatnagar is Managing Director of
Cargo Operations and leads operational, safety and people priorities.
Delta Air Lines Values