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Memorandum To: Elizabeth Windsor - Chief Executive Officer From: Martine N Michel - MIS Consultant (SMT-273754-02-08SP1) Management Information Systems) Date: February 17, 2008 Re: Analysis of Situation at London-Based Airlines CONFIDENTIAL As you are aware, there are some opportunities for improvement related to the London-Based airline. I have completed an analysis of a particular situation, based on your analysis request, and have outlined specific problems & their relevance, options to address those problems, recommendations as to which options will address the most relevant problems, and why and finally assessment criteria for success or failure and measures to evaluate performance levels against that criteria. Information technology, operations strategy, management control, an empowered and un-empowered workforce and service management were interwoven to create an experience which was rife with issues and finally reflective of exemplary service and effective use of information systems. Identification of Relevant Problems Problem: Prof. McPhersen experienced two extreme delays during one experience with the airline, due to technical issues related...

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