Feedback Loops-American Airlines

Feedback Loops-American Airlines

Companies that have managed to build a constructive feedback loop have tailored their goods and services to meet and even go beyond consumers’ expectations. Receiving and reviewing regular feedback helps the firms fine-tune the products according to customers’ preferences, which makes a whole difference (Gnepp, 2020). Like many other business firms, American Airlines should think of creating an effective feedback loop that would enable them to understand the needs of the customers well to serve better (Mathis, Jackson, Valentine, & Meglich, 2017). The airline operation management should seek feedback internally from air hostesses, pilots, and engineers. These employees always tend to interact with customers and at least have some suggestions that could improve airline services (Kotiloglu, Chen, & Lechler, 2019). For example, air hostesses travel to many destinations and see how other airlines operate. They can bring positive information that could help the American airline attain competitiveness. Do you need urgent assignment help ? Get in touch with us at eminencepapers.com.

There are many ways of collecting feedback from multiple sources. First, the firm should enable anonymous feedback through the sales, marketing, and operation managers. This feedback does not show the name or identification of the sender (Gnepp, 2020). Anonymous feedback hides the sender’s identity, giving them the freedom to air their opinions freely. Secondly, the managers should conduct a short survey with a few simple questions. A simple survey will easily give the management an idea of where to start (Kotiloglu, Chen, & Lechler, 2019). Thirdly, the managers should employ synchronous communication. This is the use of multiple forms of communication to boost maximum participation. Using various communication forms helps the employees share their insightful responses than when you ambush them.

In addressing the feedback, the managers should make it a norm to validate, broaden, and try to correct a single point of view. Secondly, managers need to filter out the biases of individuals; the biases may lead to an inaccurate conclusion (Mathis, Jackson, Valentine, & Meglich, 2017). Thirdly, the managers need to motivate more profound and sustainable change. Some of the internal communication channels that can be used to address feedback include employee newscasters, emails, internal podcasts, intranet, video conferencing, private messaging, and memos.

References

Gnepp, J. (2020). The future of feedback: Motivating performance improvement through future-focused feedback. PLoS One. 2020; 15(6): e0234444.

O’Hara, C. (2015). How to Get the Feedback You Need. Harvard Business Review. https://hbr.org/2015/05/how-to-get-the-feedback-you-need

Kotiloglu, S., Chen, Y & Lechler, T. (2019).  Organizational responses to performance feedback: A meta-analytic review. Sage Journals. Volume: 19 issue: 2, page(s): 285-311

Mathis, R., Jackson, J., Valentine, S., & Meglich, P. (2017). Human Resource Management 15th Edition. Boston, MA: Cengage Learning

Smith, L. & Mounter, P. (2008). Effective Internal Communication. Kogan Page Publishers

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Feedback loops are an essential tool in making sure your product or service meets or exceeds the business and customer expectations. Your business model should include strategies explaining how you will seek and implement feedback from different sources, with a focus on establishing constructive feedback loops that will help improve your product or service and enhance customer retention.

Feedback Loops-American Airlines

In your initial post, address the following:

Who will you ask for feedback from within the company?
How do you plan to seek and manage feedback and concerns from these sources within the company?
Describe strategies you plan to use for seeking and collecting feedback from customers.
Outline the internal communication channels you will use to collect input from internal and external customers.

The Company Chosen is American Airlines

AMERICAN AIRLINES GROUP, INC.
American Airlines Group Inc. is a leading firm in the sector. It is a well-known and expansive American carrier. It provides transport services for both passengers and cargo (Yahoo, 2022). Like other players in the sector, the airline has experienced significant trouble since the Covid-19 hit. The ban on air travel, competition from low-cost airlines, inability to attract top talent, and high level of debt are among the leading concerns (American Airlines Group Inc., 2022). These issues create the basis for innovative activities that would improve the carrier’s financial position.

SWOT Analysis

Strengths Improving domestic flights Ease of reserving tickets High customer satisfaction Market leader Opportunities New consumer trends Low rates of inflation New technology for expansion.
Weaknesses Poor financial planning level of debt High attrition rate of key personnel Declining sales/revenue Discrimination Limited infrastructure Threats Covid-19 spread Reducing demand Deteriorating economic conditions Competition Terror attacks

The COVID-19 pandemic has made it difficult for airlines to operate optimally. The lack of flights has led to insufficient revenue that would typically cater to various expenses, including labor. Therefore, the first element of innovation to keep the company afloat is to encourage voluntary turnover among employees. As a result, this should lead to early retirement. Besides early retirement, other employees would voluntarily leave their positions for better pursuits. Consequently, this will leave the carrier with fewer employees.

The next stage is to offer current employees opportunities to multitask in different positions. This means that they can fill positions and fulfill their roles. The involvement of the Human resource department is necessary for modifying the company’s HRIS to accommodate the provision of additional skills in employees’ resumes and profiles. In turn, this should ease the managers’ ability to scout for required staff members to fill specific positions temporarily. They will then send requests to identified staff members. Employees will be attached to the new posts for a specified period and receive bonuses for their involvement. The approach will reduce labor expenses and reduce the company’s financial pressure.

Finally, the carrier will offer low-cost flights that will enable the current market share retention. Additionally, this will facilitate competition with other low-cost carriers, which may capture the company’s clients. The company will also seek to attract domestic travelers and short-haul international passengers to ensure continued operations. The low-cost flights will cover major expenses and include lower markups to ensure they have an advantage over the other carriers. The flight’s experience quality will be retained to exceed clients’ expectations. The objective will be to increase the sales volume.

The players in the airline industry have faced difficult times due to COVID-19. Their operations have diminished, leading to low revenue and consistent expenses. This situation demands that the carriers become innovative and take advantage of the current opportunities before the market conditions are restored to normal. American Airlines Group Inc. will encourage voluntary turnover, share its remaining employees between positions, offer bonuses for the same, and reduce the cost of flight tickets. This approach should reduce the labor cost significantly. In addition, it should promote employee satisfaction because they can demonstrate their additional skills. Most importantly, the solution should retain the current market share, facilitate competition with other carriers that charge low fares, and increase the volume of travelers. The clients’ willingness to pay is expected to exist because their expectations will be surpassed compared to other players’ services.