Customer Service And Process Improvement: Spirit Airlines

The following exercise allows you to practice collaboration skills to develop strategies for process improvement.
Complete the case study exercise, Spirit Airlines: Reducing the Cost of “No-Frills.” A transcript of this interactive exercise is also available.
Consider what you learned in the experience and respond to the following in a minimum of 175 words:

  • Is process improvement alone a sufficient response to Spirit’s declining profits?
  • What other changes should Spirit make?
  • In what ways can the airline integrate empathy into its dealings with both employees and customers? Do you think it would make a difference?
  • What measurable outcomes should Sprit seek during the process improvement effort? Why?

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