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?