Project 2: Business Brief – Passengers and Airlines
Purpose
To assess your ability to:
• Discuss how quality is defined and measured in an industry.
• Analyze which service activities that affect customers are out of control and which are in control of the airlines.
• Discuss the key activities required for operations control.
Action Items
1. Review the Project 2 Brief Rubric – Passengers and Airlines.
2. Read the Passengers and Airlines: Friends, or Foes? case in Chapter 7 of your textbook.
3. Download the 5-step critical-thinking decision-making matrix.
4. Complete the questions concerning Step 1: Identify the problem(s) and uncertainties based on the assigned problem.
5. Complete Step 2: Obtaining Information on the matrix.
6. Complete Step 3: Make predictions about the future on the matrix.
7. Complete Step 4: Make decisions by choosing among the alternatives on the matrix.
8. Review the Sample Business Brief.
9. Write a 1-page analysis according to the Business Brief Guidelines. Complete sentences must be used (bullet points not acceptable). Your analysis must be written using a concise writing style. Your brief should incorporate all of the following instructions:
a. An opening paragraph briefly introducing the case situation. Note: The first half of opening paragraph is to provide a synopsis of the company. The second half of the opening paragraph is state the problem (From Step 1 of the matrix).
b. Analysis header – This analytical section should be based on your personal assessment of the situation. The information for this section of brief should be derived from Steps 2 and 3 of the matrix. Your analysis should address the following:
i. How would you define quality and how is quality measured in this industry?
ii. Of all the service activities that affect customers, which ones are out of control and which are in control of the airlines?
c. Conclusion header – This section should include your opinion based on your analysis of the case information and situation outcome. Your recommendation should address the following question and provide only key relevant information and logical discussion in support of your opinion:
i. Should both types of service activities be included in the quality ratings? Explain. (From Step 4 of the matrix)
d. APA citation(s) and reference(s).
10. Submit your work to Turnitin.com. Revise your paper based on the Originality Report you receive. (See instructions under About TurnItIn.com in the MBA Toolbox.)
11. Check your writing style by using Grammarly. (See instructions under Submit To Grammarly in the MBA Toolbox.) Correct your business brief as needed.
12. Attach the following appendices to your paper:
1. Appendix A, containing the completed decision-making matrix.
2. Appendix B, containing the grading rubric for this assignment.

1. Review the Project 2 Brief Rubric – Passengers and Airlines.

Project 2: Brief Rubric

Total 70 points

Criteria
Develops an opening paragraph that introduces the case.
Proficient
Develops an opening paragraph that introduces the case and demonstrates solid ability to accomplish the assignment.
Criteria
Discusses how quality is defined and measured in this industry.
Proficient
Discusses how quality is defined and measured in this industry and demonstrates solid ability to accomplish the assignment.

Criteria
Analyzes which service activities that affect customers are out of control and which are in control of the airlines.
Proficient
Analyzes which service activities that affect customers are out of control and which are in control of the airlines and, demonstrates solid ability to accomplish the assignment.

Criteria
Recommends types of service activities should be included and explains why.
Proficient
Recommends which types of service activities should be included and explains why and demonstrates solid ability to accomplish the assignment.

Criteria
Integrates established business environment principles into the discussion.
Proficient
Consistently does a good job of integrating established business environment principles into the discussion.
Criteria
Synthesizes relevant information and materials to provide evidence of critical thought.
Proficient
Consistently and effectively synthesizes information, which provides strong support to main ideas.

Criteria
Develops ideas with clarity and logic.
Proficient
Develops ideas with clarity and logic. Ideas flow smoothly from one to another and are clearly linked to each other.

Criteria
Uses supporting documentation that has been properly referenced and cited.
Proficient
Consistently uses supporting documentation that is properly referenced and cited.
1. Read the Passengers and Airlines: Friends, or Foes? case in Chapter 7 of your textbook.

Project 2: Business Brief – Passengers and Airlines
Purpose
To assess your ability to:
• Discuss how quality is defined and measured in an industry.
• Analyze which service activities that affect customers are out of control and which are in control of the airlines.
• Discuss the key activities required for operations control.
Action Items
1. Review the Project 2 Brief Rubric – Passengers and Airlines.
2. Read the Passengers and Airlines: Friends, or Foes? case in Chapter 7 of your textbook.
3. Download the 5-step critical-thinking decision-making matrix.
4. Complete the questions concerning Step 1: Identify the problem(s) and uncertainties based on the assigned problem.
5. Complete Step 2: Obtaining Information on the matrix.
6. Complete Step 3: Make predictions about the future on the matrix.
7. Complete Step 4: Make decisions by choosing among the alternatives on the matrix.
8. Review the Sample Business Brief.
9. Write a 1-page analysis according to the Business Brief Guidelines. Complete sentences must be used (bullet points not acceptable). Your analysis must be written using a concise writing style. Your brief should incorporate all of the following instructions:
a. An opening paragraph briefly introducing the case situation. Note: The first half of opening paragraph is to provide a synopsis of the company. The second half of the opening paragraph is state the problem (From Step 1 of the matrix).
b. Analysis header – This analytical section should be based on your personal assessment of the situation. The information for this section of brief should be derived from Steps 2 and 3 of the matrix. Your analysis should address the following:
i. How would you define quality and how is quality measured in this industry?
ii. Of all the service activities that affect customers, which ones are out of control and which are in control of the airlines?
c. Conclusion header – This section should include your opinion based on your analysis of the case information and situation outcome. Your recommendation should address the following question and provide only key relevant information and logical discussion in support of your opinion:
i. Should both types of service activities be included in the quality ratings? Explain. (From Step 4 of the matrix)
d. APA citation(s) and reference(s).
10. Submit your work to Turnitin.com. Revise your paper based on the Originality Report you receive. (See instructions under About TurnItIn.com in the MBA Toolbox.)
11. Check your writing style by using Grammarly. (See instructions under Submit To Grammarly in the MBA Toolbox.) Correct your business brief as needed.
12. Attach the following appendices to your paper:
1. Appendix A, containing the completed decision-making matrix.
2. Appendix B, containing the grading rubric for this assignment.

1. Review the Project 2 Brief Rubric – Passengers and Airlines.

Project 2: Brief Rubric

Total 70 points

Criteria
Develops an opening paragraph that introduces the case.
Proficient
Develops an opening paragraph that introduces the case and demonstrates solid ability to accomplish the assignment.
Criteria
Discusses how quality is defined and measured in this industry.
Proficient
Discusses how quality is defined and measured in this industry and demonstrates solid ability to accomplish the assignment.

Criteria
Analyzes which service activities that affect customers are out of control and which are in control of the airlines.
Proficient
Analyzes which service activities that affect customers are out of control and which are in control of the airlines and, demonstrates solid ability to accomplish the assignment.

Criteria
Recommends types of service activities should be included and explains why.
Proficient
Recommends which types of service activities should be included and explains why and demonstrates solid ability to accomplish the assignment.

Criteria
Integrates established business environment principles into the discussion.
Proficient
Consistently does a good job of integrating established business environment principles into the discussion.
Criteria
Synthesizes relevant information and materials to provide evidence of critical thought.
Proficient
Consistently and effectively synthesizes information, which provides strong support to main ideas.

Criteria
Develops ideas with clarity and logic.
Proficient
Develops ideas with clarity and logic. Ideas flow smoothly from one to another and are clearly linked to each other.

Criteria
Uses supporting documentation that has been properly referenced and cited.
Proficient
Consistently uses supporting documentation that is properly referenced and cited.
1. Read the Passengers and Airlines: Friends, or Foes? case in Chapter 7 of your textbook.