PURPOSE: The purpose of this exercise is to assess fundamental business analysis practices; but more importantly, to evaluate critical

thinking skills. EXERCISE: You are an American Airlines BA tasked with making the system/business process improvements based on this customer's experience. At the end of your review/discovery, you are to discuss with AA's stakeholders the following deliverables based on the information below: 1. 2. 3. 4. 5. 6. 7. 8. The General Project Objective/Business Opportunity Success Criteria - in measurable terms Business Requirements Assumptions (suppose you had insufficient information but a looming deadline) Risks associated with each assumption Functional Requirements (traced to business requirements) Constraints of your solution Use cases (traced to functional requirements) a. the current state (based on the information below) i. the main happy path where everything occurs as expected ii. the alternate path where not everything occurs as expected, but the end result is the same iii. the exception path where the end result is different b. the future state (with your change) i. the main happy path where everything occurs as expected ii. the alternate path where not everything occurs as expected, but the end result is the same iii. the exception path where the end result is different

You can document the following in any template you wish to use (write it out, draw it even interpretative dance!). It does not need to be fancy, just presentable. The focus is on content, not form.

CUSTOMER EXPERIENCE THIS WAS THE EMAIL THAT A MERICAN AIRLINES ' CEO RECEIVED: Good day, At 7pm on January 5, 2013, my family and I arrived in LAX from Manila to find out that none of our baggage had arrived. I am writing to provide feedback that the experience my family and I had was unreasonably and unexpectedly poor. I am also writing because I still think that airline industry bears the gold standard in customer service, and that this constructive feedback would help facilitate in maintaining that standard. So my questions are: what can be done for me and for future passengers to mitigate this poor experience? Is there something I should have done earlier in the process to prevent this?

I have had the fortune of having travelled for both business and pleasure (domestic and international) for 27 years, and this week is certainly not representative of air travel as I know it (my previous experience ranged from 'excellent' at its best to 'bearable' at its worst). This certainly cannot be classified as 'bearable' given the amount of delay and its impact on personal stress and scheduled business travel. However, every cloud comes with its silver lining. There are certain personnel who have stepped-up to the plate and 'took one for the team.' I commend the excellent customer service and representation of the airline industry's quality of service by the following: For Philippine Air Lines The on-duty airport operations crew at NAIA 2 on January 5 for providing meals and a hotel room while they made contingency flight plans for the 58 passengers who were bumped off the MNL to Shanhai flight. Mr. Dondi Arcangeles, a family friend who was transparently kept us updated via email on the status of our baggage.

For Qantas The gentleman from baggage claim who, upon seeing my bags untagged, contacted me using the information on the business card attached to my bags Abdul from Baggage Claim who responded to my email in a timely manner.

For American Airlines Sandra Davis from AA Baggage Claim, who unfortunately bore the brunt of our frustration and disappointment, but also handled the situation graciously.

I look forward to your proactive and timely response to my request to 'right the ship.' I am attaching the general 'use case', walking you through every single day of what it was like to be your customer. I believe your respective business analysts and engineers can use this for process and system improvements.

DAY ZERO 01/05/2013, Saturday

11:30 am (Philippines)
Due to the late arrival of the aircraft from General Santos, passengers bound for Shanghai were gathered and informed that we would be detained in Manila while PAL crew arranged for alternate itineraries to get us to our respective final destinations.

DAY ONE 01/06/2013, Sunday

7:36 am GMT
From: Angela Dorsett [adorsett@prismsg.com] Sent: 01/06/2013 07:36 AM GMT To: "baggage_tracing@pal.com.ph" <baggage_tracing@pal.com.ph> Cc: Domingo Arcangeles Jr.; "'david.dorsett@bankofamerica.com'" <david.dorsett@bankofamerica.com>; Angela Dorsett <adorsett@prismsg.com> Subject: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)

Good morning, We will be officially filing our claim of lost baggage upon our arrival at DFW. However, if it is possible to receive status via email, it would be greatly appreciated. Thank you, Angela N. Dorsett

6:18 am
From: Dondi_Arcangeles@pal.com.ph [mailto:Dondi_Arcangeles@pal.com.ph] Sent: Sunday, January 06, 2013 6:18 AM To: Angela Dorsett

Cc: Dorsett, David Subject: Re: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)

Hi Angela, I will flw this up Monday morning. Will get back to u. So sorry for all the trouble. Dondi

DAY TWO 01/07/2012, Monday

No status update received.

DAY THREE 01/08/2012, Tuesday

10:07 pm
To: "Dondi_Arcangeles@pal.com.ph" <Dondi_Arcangeles@pal.com.ph>, Angela Dorsett <adorsett@prismsg.com> From: "Dorsett, David" <david.dorsett@bankofamerica.com> Date: 01/08/2013 10:07PM Subject: RE: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)

I am really hoping our 3 pieces of luggage is in Dallas by now. Please let us know if Shanghai sent it back to Manila yesterday and if it got on the flight to LAX then DFW overnight.
Dave Dorsett

8:46 am
From: Dondi_Arcangeles@pal.com.ph [mailto:Dondi_Arcangeles@pal.com.ph] Sent: Tuesday, January 08, 2013 8:46 AM To: Dorsett, David Cc: Angela Dorsett; baggage_tracing@pal.com.ph; ovbroncopilot@yahoo.com Subject: RE: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett) I found out this morning that your bags were not sent back to MNL and instead 2pcs remained in Shanghai. 1 piece for some reason I don't know was forwarded to our office in San Francisco. We immediately sent instructions to Shanghai to forward the 2pieces and is now on the way to DFW on AA flights AA182/AA2468/08Jan. You can check with AA in DFW for the arrival of the 2bags under RUSH tag numbers MU226609 and MU226610. We also have instructed our San Francisco office to retrieve the 3rd bag and forward same to DFW on AA flight. I will update you on the status of the 3rd bag as soon as I get word from our SFO office.

Sorry for the inconvenience. - Dondi Arcangeles Sr. Airport Operations Specialist

DAY FOUR 01/09/2013, Wednesday

11:59am GMT
From: "Dorsett, David" [david.dorsett@bankofamerica.com] Sent: 01/09/2013 11:59 AM GMT To: Domingo Arcangeles Jr. Cc: Angela Dorsett <adorsett@prismsg.com>; "baggage_tracing@pal.com.ph" <baggage_tracing@pal.com.ph>; "ovbroncopilot@yahoo.com" <ovbroncopilot@yahoo.com> Subject: RE: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)
Hi Tito Dondi, Are you able to give us an update on where the 3 pieces of luggage are now? Thanks.
Dave Dorsett

6:25 am
From: Dondi_Arcangeles@pal.com.ph [mailto:Dondi_Arcangeles@pal.com.ph] Sent: Wednesday, January 09, 2013 6:25 AM To: Dorsett, David Cc: Angela Dorsett; baggage_tracing@pal.com.ph; ovbroncopilot@yahoo.com Subject: Re: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)

From last communications this afternoon with our Shanghai ofc, the 2bags have been forwarded to DFW via AA flt. Pls check with AA Lost and found office at DFW the 2bags might hv arrived already. The 3rd piece that was sent to San Francisco is confirmed now at the PAL ofc at SFO. They will forward it by tmrw 9Feb to DFW via AA flt as well. Pls check with AA DFW quote the file reference number of the report you filed. Pls let me know when u get them. Regards, Dondi

DAY FIVE 01/10/2013, Thursday

3:07 pm GMT
From: "Dorsett, David" [david.dorsett@bankofamerica.com] Sent: 01/10/2013 03:07 PM GMT To: Domingo Arcangeles Jr. Cc: Angela Dorsett <adorsett@prismsg.com>; "baggage_tracing@pal.com.ph" <baggage_tracing@pal.com.ph>; "ovbroncopilot@yahoo.com" <ovbroncopilot@yahoo.com>; "miss22nani@yahoo.com" <miss22nani@yahoo.com> Subject: RE: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)
Tito Dondi, I am concerned that when checking the status of our baggage that still has not been with us since Sunday, the website says 1 bag cannot be located. Can you confirm/deny that Bag Tag Number 441904 is really lost now?
Bag Tag Number(s): DFW PR 441905 has arrived and has been scheduled for pickup by the delivery service on Jan 09 at 10:00 PM local time. It will be delivered to the address you provided within approximately 6 hours* of pickup time. * Delivery times may vary due to time of day, delivery location, or other extenuating circumstances. If you have pre-arranged for FedEx service, please allow 2 days for delivery. Hotel deliveries will be made to the front desk. Bag Tag Number(s): DFW PR 441903 has been located and is being forwarded to Dallas DFW on Jan 09. Please continue to check back for an updated status. Bag Tag Number(s): DFW PR 441904 has not yet been located. Please check back later for an updated status. Dave Dorsett

4:35 pm
From: Dondi_Arcangeles@pal.com.ph [mailto:Dondi_Arcangeles@pal.com.ph] Sent: Thursday, January 10, 2013 4:35 PM To: Dorsett, David Cc: Angela Dorsett; baggage_tracing@pal.com.ph; ovbroncopilot@yahoo.com; miss22nani@yahoo.com Subject: Re: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)

I believe this is the 3rd piece I mentioned from my previous email which was sent and received by our San Francisco ofc. It should have been sent to DFW already. Let me check and follw it up again today. Problem I think that the replacement tag nos. that you were given in MNL were not used and all bags still have the original tags of the flight to Shanghai on it. We have sorted this out, so sorry for the delay but you

should be getting that 3rd bag soon. Regards, Dondi

DAY SIX 01/11/2013, Friday

8:08 am
From: Dorsett, David [mailto:david.dorsett@bankofamerica.com] Sent: Friday, January 11, 2013 8:08 AM To: Dondi_Arcangeles@pal.com.ph Cc: Angela Dorsett; baggage_tracing@pal.com.ph; ovbroncopilot@yahoo.com; miss22nani@yahoo.com Subject: RE: Lost baggage PR 441903, PR 441904, PR 441905 (David Dorsett)

I appreciate the help Tito Dondi. As you know, it has now been 5 full days since we arrived back in Dallas Fort Worth, and we finally received our first bag last night. The other two still have not arrived despite the numerous opportunities with all of the flights coming into this airport daily from the locations these bags are supposed to be at. I am getting very concerned and frustrated and would like to know what hold-up is. The American Airlines automated baggage claim system also still says the same thing it has said the last 2 days:

Bag 441905 scheduled for delivery (delivered last night) Bag 441903 scheduled to arrive in DFW Jan 9th. (2 days ago) Bag 441904 not found (you mentioned this may be at an office in San Francisco)

Please let me know anyone else I can contact that may get the parties accountable going on moving the bags. It seems to our stuff is sitting somewhere and no one has the sense of urgency to figure out why.

Dave Dorsett

 7:22 pm
I received a call from Qantas. The gentleman on the other end informed me that they were in possession of two untagged bags. They were calling this number because my laminated business card was tied to each of my bags (a precaution we had taken should circumstances like this arise). He collected my address and said that he was going to have delivery expedited. He said I should expect to receive my luggage by Saturday evening.

DAY SEVEN 01/12/2013, Saturday

5:06 pm
Received voicemail from (800 535 5225), informing me that they had received my luggage from the ramp untagged, that it was available for me to pick up at any time, and that they were open until midnight.

5:17 pm
Tried to call Qantas Airways (972 973 2410) to inquire about our bags since we had already stayed in the entire day waiting for the bags.

5:23 pm
Tried to call Qantas Call Center (800 222 2377). No answer. No voice mailbox.

6:30 pm
Called AA Baggage Claim (800 535 5225). Gentleman I spoke with was just as perplexed as I was that Qantas had my luggage but that it was now with AA Baggage Claim in DFW. I do not recall him being able to speak with anyone at the DFW airport to give me true status. Before ending the call, I told him that I would just get try the Qantas number again tomorrow since no one was answering when I tried this afternoon.

DAY EIGHT - 01/13/2013, Sunday

10:05 am
I called Qantas baggage service (972 973 4226) again to inquire about the status of our baggage. No one answered. Voicemail specified email of Qantas baggage claim.

10:21 am
Sent email to Qantas baggage claim

Status of 2 baggages for Angela Dorsett.msg

12:12 pm
Called 800 535 5225 and spoke with Sandra Davis, who provided patient and excellent service to an irate customer. She placed me on hold so she could contact DFW baggage claim.

12:34 pm
While I was on hold, I received a call from Demyan Soliman from AA DFW D Terminal Baggage Claim (817 291 1235). He informed me that they were in possession of my untagged luggage and that I was free to pick them up anytime. I asked them why I had to pick my luggage up when American Airlines promised me that it would be delivered to my door. He said that they could not deliver it because there was no specified home address. I told him that I had provided that information with the Qantas agent who called me Friday night, but was happy to give it to him if it meant having the bags delivered. I enunciated and spelled my home address. Fearful that this may not have been relayed accurately over the phone, I asked him to repeat what I had just specified. After hearing that my city name was misspelled, I corrected it and asked him ETA of the bag delivery. He said between 4-5pm. I returned to the call with Ms. Davis and relayed the conversation that I just had with Mr. Soliman, expressing my disappointment upon finding out that the probable cause for not having received my luggage yesterday was because my home address was not appropriately captured and relayed from Qantas to AA. She said that my address was reflected in the system so if the team from AA DFW Terminal D Baggage Claim had just followed the proper channels, they would have easily found this information.

12:42 pm
I had to place Ms. Davis on hold once again due to an incoming call. At the other end of the line was Abdul from Qantas (972 973 4226), who told me that he was calling to respond to the email I had sent him earlier. He informed me that he had transferred my luggage to American Airlines for delivery. I confirmed this but added that I was told the reason this was not delivered yesterday was because my home address was unknown. He said that I was told false information because he had personally delivered my luggage and relayed my address to the AA team. I thanked him and said that I will communicate this to AA.

12:45 pm
I told Sandra what Abdul from Qantas had just relayed to me and she said that she would get confirmation from DFW Baggage Claim since I was told it was going to arrive between 4-5pm today. When she returned to the call, she informed me that the next delivery schedule was at 1pm, and that I should expect my bags to arrive before 11pm.

Expressing my disappointment over having to stay all day at home (again) to wait for the delivery, i asked her if there was someone from AA Customer Relations that I could speak with so they could 'right the ship' on this customer experience. She said that I could find the email address by doing a search for 'customer relations' on the AA website. I also asked her what the next steps were should the luggage not arrive (yet again) by EOD, and she said that it would be handled by Central Baggage Services, the contact information to which she cannot provide me. If I wished to contact them, I would have to do it via mail (since they had no email set up).

DAY NINE - 01/14/2013, Monday

2:51 pm
Called Central Baggage Claims and spoke with Grant. He said that there was a bag set for delivery on the 9th, and another on the 14th. I told him that there's another missing bag. He advised me to fill out the property questionnaire and although he had no ability to call DFW baggage claims or transfer a call, I can call 972-425-2466 (or 68, or 69, or 70) since the DFW baggage claim might have better information than he does. He also told me my file locator (TEAXMT) Received duffle roll bag

DAY 10 01/15/2013, Tuesday

Tried searching for property questionnaire form online. Cannot find it.