Complete the case study exercise, A 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 Spirits 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?
