Page 1 of 3 pages Confidential \u2013 For Internal Distribution Only<\/p>\n
TransGlobal Confidential Internal Memo
\nInterviews With Company Leaders: Company A
\nThe notes below are a summary of recent conversations with company leaders at Company A. As much
\nas possible, I have summarized these in a question-and-answer format. I tried to transcribe actual
\nstatements as they were made, but I was unable to capture every detail of each conversation.
\nAs an introductory note, I\u2019ll observe that smaller firms tend to be far less structured and less
\nbureaucratic than TransGlobal. Sometimes, this translates into quicker and more flexible decision
\nmaking. It also can result in some elements of good management falling through the cracks to some
\ndegree. Also, I\u2019ll note that my opportunities for discussions were quite limited, so these notes are not
\ncomprehensive.
\nINTERVIEW #1: Vice President of Sales
\nWhy do your customers come to your airline? Why do some customers choose other airlines? How do
\nyour customers make their buying decisions?
\n\u201cOur customers are very often repeat customers; close to two-thirds of our sales each year go to
\nindividuals who have flown with us before. Plus, we have extraordinarily positive word-of-mouth
\nadvertising. This is supported by our Bring a Friend promotional program, which encourages
\ncustomers to send us additional customers. This has been very popular. Just last year, we conducted a
\npoll and learned that 75% of our customers would recommend us to a friend or family member.
\n\u201cAlso, we provide our customers with some special features on our flights, and we don\u2019t charge for
\nthe first checked bag, either. Customers appreciate the feeling of going first class. We also add in little
\nextras at times to provide our passengers with a sense of excitement and entertainment. This is
\ngenerally done by flight staff and ground staff; they use little things like special treats or small toys for
\nkids, things like that. A year ago, we overdid this a bit and added unnecessary expenses to our Cost of
\nGoods Sold, but we\u2019ve corrected that in the past 12 months.
\n\u201cWe hold about 19% of the overall regional market, though that is about three points down this year
\nfrom prior years. A few of the bigger companies have started moving into regional specialty markets
\nin the past 10 years, cutting into our traffic. We\u2019re still competing well, though, especially because our
\nfleet is built around the smaller volumes.
\n\u201cAs a contrast, our competitors usually emphasize low price, and we do lose some customers to them
\nfor that reason. A few of them have also started bundling services, for example, including hotel
\nPage 2 of 3 pages Confidential \u2013 For Internal Distribution Only
\narrangements, destination-specific restaurant dining packages, and golf and recreation options along
\nwith their flights. We\u2019ve looked into this a bit, but our present IT systems aren\u2019t built for that sort of
\ncomplexity; it would take a sizable investment to go in that direction. We could afford such an
\ninvestment, but even so, we\u2019re not sure it\u2019s justifiable.\u201d
\nNOTES: The VP of Sales also indicated that he would like to hire additional personnel and use a New
\nYork advertising firm to boost traffic in the off-season. He indicated some difficulty in selling this idea
\nto others in the company; he seemed confident that he could boost overall gross revenue by $1\u20132
\nmillion with an investment of just $100,000.
\nINTERVIEW #2: Chief Financial Officer
\nHow would you describe the company\u2019s financial picture? Are you optimistic about the future?
\n\u201cWe\u2019re coming off a great year. Our revenues hit an all-time high (above $29 million); year-over-year
\ngrowth is favorable; and profit-wise, our latest net earnings are bouncing back nicely from the prior
\nyear. The prior year was a bummer in many ways\u2014we had some excess costs and a variety of issues
\nwith quality.
\n\u201cOn the other hand, some trends are worrisome. Our two largest costs are personnel and fuel \u2026 and
\nthe third is our payments on capital equipment. With a fleet of 55 aircraft, we\u2019ve got a lot of
\nmaintenance, too. As a company, we\u2019re dedicated to safety first, but some of the more cosmetic and
\ncustomer-friendly upgrades have been deferred over the years.
\n\u201cIt\u2019s been difficult to acquire new aircraft over the past 10 years, so our fleet is now showing some
\nage. There are some more advanced aircraft available, and we do have the available cash to build up
\nour fleet. Despite the age of our aircraft, they\u2019re still fully safe, of course, but the luxury feel that we\u2019d
\nlike to offer our customers isn\u2019t always apparent, if you know what I mean.\u201d
\nINTERVIEW #3: Chief Operating Officer
\nTell me a bit about your operating processes. Where does your firm excel in delivering value? Where are
\nthere issues or process improvements needed? Do you use total quality management methods? Are you
\nan innovative company?
\n\u201cWell, let me start by telling you that I am somewhat new on the job; I\u2019ve only been here for two
\nmonths. When I was recruited, the company president advised me that there might be some quality
\nissues and productivity challenges, too\u2014and wow, was she right about that! Our team is really good
\nat managing to meet the FAA and other legal and regulatory requirements, but beyond that, this place
\nis locked somewhere in the last century!
\n\u201cDon\u2019t get me wrong, we keep our customers happy, sure, but at a large cost. We probably have twice
\nas many baggage handlers, check-in attendants, customer service specialists, and so on as our next
\nPage 3 of 3 pages Confidential \u2013 For Internal Distribution Only
\ncompetitor has, all because we\u2019ve not employed technology to the level that we should have. The
\nresult is buried costs, and these will likely jump up and bite us in the shorts someday soon.
\n\u201cI\u2019m also concerned about recruitment, especially for pilots and for skilled technicians. Because we
\noperate in a great location, we have not been keeping up on our compensation levels, and this may
\nmake recruitment difficult soon.
\n\u201cOn the bright side, our on-time arrival performance is top notch (88% on time, improved from the
\nprior year at 84%); lost or delayed baggage is at 2%; and customer satisfaction is in the top 10% in the
\nindustry. We get, oh, maybe three passenger complaints a week \u2026 and none of those ever amount to
\nanything much.\u201d
\nNOTES: The COO went on to explain that his prior employers had emphasized efficiency in all
\nprocesses but that the Company A leaders seemed somewhat lax in the pursuit of cost savings and
\nstandardization. He plans to focus on process improvement in the next quarter, starting with what
\nmight be good opportunities for staff reductions in some supporting roles.
\nINTERVIEW #4: HR Director
\nHow do the company\u2019s employees contribute to the success of the company? How would you describe
\nthe culture of working here? What challenges and opportunities do you have?
\n\u201cWe\u2019ve got a strong workforce, from the custodians and cleaning crews all the way to the pilots and
\nmanagement team. Everyone who needs to take annual refresher courses gets them \u2026 but we have
\nno budget for extras. Sometimes I worry that we\u2019re falling behind and that we\u2019re losing our most
\nvaluable employees.
\n\u201cLast week, I learned that 15% of our employees had left in the past year\u2014a third of those were
\nretirements, but the others were all because of more attractive job offers elsewhere. I did some
\ndigging and found that this has been typical for us for the past three years. And, by the way, that
\nhappens to coincide with the arrival of our president, Ms. Huntington.\u201d
\nNOTES: The HR director made it clear that the company does not make substantial investments in
\ntraining and development beyond what is strictly required for licensing and safety. She feels that this
\nlimits the opportunities for creativity and innovation, but she also understands budget restrictions.
\nAmong her concerns are the limited opportunities for upward career mobility and too few career path
\nopportunities in the company. I gained the impression that the HR Director was feeling some sense of
\nburnout and counting the days until retirement.<\/p>\n
—<\/p>\n
1st of 3 pages Confidential \u2013 Only for internal distribution<\/p>\n
Internal Memorandum from TransGlobal<\/p>\n
Interviews with Business Owners: Company A<\/p>\n
The following notes are a summary of recent conversations with Company A executives. as much as<\/p>\n
As much as possible, I have summarized these in the form of a question-and-answer format. I attempted to transcribe actual text.<\/p>\n
I was able to record statements as they were made, but I was unable to record every detail of each conversation.<\/p>\n
To begin, I’d like to point out that smaller businesses are far less structured and less organized.<\/p>\n
TransGlobal is less bureaucratic. This can sometimes translate into faster and more flexible decision-making.<\/p>\n
making. It can also lead to some aspects of good management falling through the cracks.<\/p>\n
degree. In addition, I’d like to point out that my opportunities for discussion were quite limited.<\/p>\n","protected":false},"excerpt":{"rendered":"
Page 1 of 3 pages Confidential \u2013 For Internal Distribution Only TransGlobal Confidential Internal Memo Interviews With Company Leaders: Company A The notes below are\u2026<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7316,7318,7317,7315,7319,7321],"tags":[642,618,8825,576,116,631,19,643,473,633,630,628,450,597,594,626,635,574,622,624,620,621,619,623,617,625,627,634,629,632,644,645,42,66],"class_list":["post-112812","post","type-post","status-publish","format-standard","hentry","category-best-dissertation-writers-uk","category-british-dissertation-writers","category-dissertation-help-online","category-dissertation-writing-services-uk","category-help-with-dissertation-writing","category-uk-dissertation-help","tag-apps-that-write-essays-for-you-free","tag-assignment-writing-services-in-usa","tag-bes","tag-best-dissertation-writing-services","tag-best-essay-writing-service","tag-best-paper-writing-services","tag-best-research-paper-writing-services-in-usa","tag-best-website-to-write-my-essay","tag-cheap-essay-writing-service","tag-cheap-research-paper-writing-service","tag-college-paper-writing-service","tag-dissertation-help-online","tag-dissertation-writing-services","tag-dissertation-writing-services-illegal","tag-dissertation-writing-services-near-me","tag-dissertation-writing-services-usa","tag-essay-writing-service","tag-free-dissertation-writing-services","tag-homework-essay-writer","tag-homework-essay-writer-free","tag-homework-help-global","tag-homework-help-services","tag-homework-help-usa","tag-homework-writing-help","tag-homework-writing-service","tag-legit-research-paper-writing-services","tag-legitimate-dissertation-writing-services","tag-research-paper-writer-online-free","tag-research-paper-writing-services-online","tag-research-paper-writing-websites","tag-write-my-essay-for-me-cheap","tag-write-my-essay-for-me-tik-tok","tag-write-my-essay-free","tag-write-my-paper"],"_links":{"self":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts\/112812","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/comments?post=112812"}],"version-history":[{"count":0,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts\/112812\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/media?parent=112812"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/categories?post=112812"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/tags?post=112812"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}