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MBA 620 Module Two Memo
Measuring Success in an Org (MBA 620)
Southern New Hampshire University
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Justin Larue Module Two Memo Date: January 16, 2022 To: All Staff From: Division Controller Subject: TransGlobal Airlines Evaluation TransGlobal Airlines is currently undergoing the consideration of acquiring one of two smaller aviation firms in the Caribbean. Each of which specialize in chartered flights for luxury vacations using light aircraft (60 passengers of less). The following information in this memo is an evaluation of TransGlobal Airlines with specific information revolving strategic objectives and key performance indicators. The four components in a balance scorecard include financials, internal processes, customers and learning and development. TransGlobal Airlines originated in 1951 based out of Miami, FL. We currently have 40,000 employees. We are a global airliner with dominant U. presence, while also housing a global market. TransGlobal airlines flies to 242 destinations while serving 52 countries across six continents. We cater to four main segments within the market, first class, luxury, business class and economy. We are ranked 2nd in global and U. market share; we are right before American and Southwest, respectively. We hold a current retention rate of 80%, with (pre-covid) customer growth of 27% annually. Regarding our strategic plan and goals, we are currently in the works of a 2030 vision to lead the industry in three critically important areas: safety, excitement, and stewardship (SES). Our financial objective is to invest in the future of the popular 737 aircraft. This aircraft has been subject to considerable controversary and safety concerns worldwide. We plan to invest in top
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engineers to ensure to the 737 aircraft can we fully operational within our industry. Our internal process objective is to upgrade the reservation and ticketing experience, including smartphone apps and integration with apps associated with lodging, ground transportation and attractions. This will go hand in hand with the components of the customer. We plan to innovation to provide our customer with the most forward-thinking and exciting travel experience, while building lifelong customer relationships. The final component of learning and development will one into play with training every employee in the basics of FAA’s SAS (safety assurance system) via 2- hour web-based training. There will be additional subject matter experts and key trainers for employee to reach out to for additional resources in the case of more info being necessary. Key performance indicators (KPI’s) commonly track revenue, employee statistics, customer service, marketing, and efficiency (Nichols, 2018). KPI’s are determined based on the market you are attempting to reach and what goals our organization chooses. A financial KPI would be average profits, total revenue, and new customer. An internal process KPI would be sales generation and overall effectiveness for the customer. A customer KPI would be average call time and customer satisfaction. Finally, a learning and development KPI would be average testing score, compliance percentages and average time of completion (Nichols, 2018).
MBA 620 Module Two Memo
Course: Measuring Success in an Org (MBA 620)
University: Southern New Hampshire University
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