Professional Documents
Culture Documents
ORGANIZATIONAL ANALYSIS 1
Rita E. Sprouse
Table of Contents
This portion of the paper will include key information about Delta Air Lines, Inc. (Delta):
(a) history; (b) culture; (c) important leaders over the years; (d) current products and service
offerings: (e) target markets; and (f) methods of product and service delivery.
History
This section describes the history of Delta. The company was founded in Macon,
Georgia, in 1924, as the world’s first crop-dusting service, Huff-Daland Dusters. The company
moved to Monroe, Louisiana, in 1925. In 1928, field manager C. E. Woolman and two partners
purchased the service and renamed it Delta Air Service after the Mississippi Delta region it
served. Delta was the first international mail and passenger route on the west coast of South
America. Delta operated its first passenger flights over route stretching from Dallas, Texas to
Jackson, Mississippi, via Shreveport and Monroe, Louisiana. Also, Delta was awarded a US
Postal Service contract in 1934 to fly from Fort Worth to Charleston via Atlanta (Hoover’s,
2011). In 1941, Delta relocated to Atlanta. Woolman became the president in 1945 and he
Delta offered its first night service in 1935, using the Stinson Model A; the first Delta
aircraft with two pilots. Douglas DC-2 and DC-3 service was introduced and the introduction of
flight attendants, called “stewardesses,” added to flight crews. Delta contributed to the war effort
by modifying 1,000 plus aircraft, over-hauling engines and instruments and training Army pilots
and mechanics. The company was recognized in 1945 by the National Safety Council, for more
than 300 million passenger miles and 10 years of flights without a passenger or crew fatality. In
1946, Delta was recognized for more than one-half billion passenger miles without a fatality
(Delta, 2011).
Delta added more flights in 1952 after it purchased Chicago and Southern Airlines. It
offered its first transcontinental flight in 1961. In 1972, it purchased Northeast Airlines, which
added service to New England and Canada; it offered service to the United Kingdom (UK) in
1978, when the US airline industry was deregulated (Hoover’s, 2011). Delta reached a milestone
In 1982, Delta’s employees pledged $30 million to buy a Boeing 767 jet, The Spirit of
Delta. The company posted its first loss in 1983 due to the weak U.S. economy and rebounded
in 1985 when it was able to purchase Los Angeles-based Western Air Lines in 1986. Delta then
began service to Asia in 1987. In 1990, Delta joined TWA and Northwest to form Worldspan, a
Delta continued to purchase gates, planes, and routes despite a slump in 1990 earnings.
These purchases elevated it from a domestic player to a top international carrier; however it also
contributed to a $2 billion loss for the company between 1991 and 1994. In efforts to recover,
Allen began a cost-reduction plan in 1994 that cut several routes and 15,000 jobs over three
years. These measures negatively affected employee morale and the company’s reputation began
routes in 1995 and introduced no-frills Delta Express in 1996 (Hoover’s, 2011).
Airlines and it began a Latin American expansion drive. Delta signed a marketing accord with
United under which the carriers consolidated their frequent-flier programs (Hoover’s 2011). In
1998, Delta was the first airline to install automatic defibrillators on board all of its aircraft and
Air Transport World magazine named Delta its global Airline of the Year (Delta, 2011).
Delta formulated an alliance with Air France and Aeromexico in 1999. SkyTeam was
launched in 2000, which included Korean Air Lines. This realignment led it to end code-sharing
deals with the Swiss Group, Sabena, and Austrian Airlines. Delta purchased Atlantic Southeast
After the terrorist attacks on New York and Washington, DC, on September 11, 2001, air
reduced travel forcing Delta to reduce its flight schedule and workforce by about 15% (Hoover’s
2011). As a result, Delta posted its first financial loss in six years (Delta, 2011). To attempt to
streamline the business further, the firm sold a 40% share in reservation system Worldspan in
2003.
Delta launched a budget carrier named Song in 2003 to compete with other low-fare
carriers (Hoover’s, 2011). The company leads the industry with a new model for passenger
check-in: (a) lobby redesign; (b) expanded kiosk use; (c) the introduction of Delta Direct phone
banks; (d) lobby assist agents; and (e) new signs and processes to improve traffic flow. This
undertaking implements the largest domestic codeshare alliance with Continental and Northwest.
It is the first US airline to offer prerecorded audio flight information at the gate. Delta is
Delta filed for Chapter 11 bankruptcy protection on September 14, 2005, and emerged on
April 30, 2007. In November 2006, US Airways Group, Inc. proposed a merger with Delta,
initially offering $4.0 billion and 78.5 million shares of US Airways common stock. On January
10, 2007, US Airways increased the bid to $5.0 billion and 89.5 million shares. However, Delta
argued that its stand-alone plan offered better value to creditors, and the creditors committee
announced support to Delta’s stand-alone plan on January 31, 2007, and on February 1, 2007, US
C. E. Woolman became the president in 1945 and managed the company until his death in
1966. In 1987, a longtime employee, Ronald Allen, became CEO. Leo Mullin replaced Allen in
1997. In 2003, CEO Leo Mullin stepped down and was replaced by Gerald Grinstein (Hoover’s,
2011). Richard Anderson, the former CEO of Northwest Airlines, succeeded Grinstein as Delta’s
Culture
Delta company culture is addressed. In 2006, Delta became the National Safety Council’s
2006 Occupational Industry Leader – the first airline recognized. J.D. Power Customer
Satisfaction Survey ranked Delta second overall of the network carriers in overall customer
service. Business Traveler readers named the company “Best Frequent Flyer Program,” “Best
In May 2006, the company’s pilots voted to accept a contract with changes in pay,
benefits, and work rules designed to save Delta about $280 million a year. The deal avoided an
impending strike that the company said would have put it out of business (Hoover’s, 2011).
In 2008, Anderson oversaw one of the airline industry’s biggest mergers when Delta
acquired Northwest Airlines. “The culture of Delta Air Lines Inc. will survive the carrier’s
merger with Northwest Airlines,” said Delta’s CEO Richard Anderson to a group of Atlanta
business executives. Anderson said, its commitment is evident, its decision to offer employees
profit sharing and its emphasis on customer service, the company is also dedicated to providing
The acquisition deal faced several hurdles, including review by antitrust regulators and
initial opposition from Northwest’s unionized pilots. A month after the acquisition was
announced, a deal was finally agreed upon, and both sets of pilots were given raises and an
equity stake in the combined company. The consolidation was completed with Northwest
Delta employees attempted to unionize three times in eight years according to The
Atlanta Journal-Constitution. The Associated Press wrote that Delta is “the only big U.S. airline
that is mostly nonunion.” TheStreet.com wrote that Delta’s CEO Richard Anderson reminded
workers “that after the merger the carrier agreed to provide 15% of pre-tax profits and 15% of its
stock to employees. Additionally, although the carrier lost billions of dollars in 2007 and 2008, it
offered raises in both years.” The publication quotes Anderson as saying: “There’s a moral
obligation to make this a good place to work” (Mutzabaugh, 2010). The New York Times
reported, flight attendants at Delta Air Lines rejected, by a narrow margin, a third attempt to be
represented by a union. Delta has argued that unions could disrupt its corporate culture, which
relies on direct talks with workers. That culture of cooperation contrasts with the poor relations
that Northwest had with many of its own labor groups. “Our direct relationship works well for
our people and our company,” Delta said in a statement after the vote. “Our flight attendants
have spoken and we are pleased that so many flight attendants agree” (Mouawad, 2010).
Delta’s commitment to its employees expands even further; maintaining strong working
relationship, it is important to mention that it has been named one of Human Rights Campaign’s
2011 ‘Best Places to Work’ for Lesbian Gay Bi Transsexual (LGBT). “The Human Rights
Campaign recognizes our commitment to and culture of inclusiveness in our workplace,” said
Mike Campbell, executive vice president – Human Resources and Labor Relations. “Once again
achieving a perfect score on the HRC’s Corporate Equality Index acknowledges our consistent
effort in making Delta a great place to work for our employees worldwide” (Delta, 2011).
Current Products/Services Offerings, Delivery and Target Markets
This section addresses current products, services, delivery, and target markets. As of
April 20, 2010, Delta served 355 destinations worldwide in 65 countries. Revenues in North
America accounted for 68% of 2009 total, Transatlantic 18%, Latin America 5%, and Pacific 9%
(Standard and Poor’s, 2011). Delta provides scheduled air transportation for passengers and
cargo throughout the United States, and around the world. Delta’s route network is based on the
hub system it operates at airports in Atlanta, Cincinnati, Detroit, Memphis, Minneapolis/St. Paul,
New York-JFK, Salt Lake City, Paris-Charles de Gaulle, Amsterdam and Tokyo-Narita. The hub
operations include flights, which gather and distribute traffic from markets in the geographic
region surrounding the hub to domestic and international cities and to other hubs. The network is
supported by a fleet of aircraft that vary in terms of size and capabilities (iStockAnalyst, 2010).
Delta became one of the world’s largest airlines by traffic after its $2.8 billion
acquisition/merger of Northwest Airlines in 2008 (Hoover’s, 2010). Recently, Delta became the
second largest in October 2010 with the merger of UAL Corporation and Continental Airlines
(Standard and Poor’s, 2011). Fortune 500 2010 World most admired companies, ranked Delta
This portion of the paper will describe the mission statement for Delta Air Lines, Inc.
(Delta). According to the authors of “Strategic Management and Competitive Advantage,” Jay
B. Barney and William S. Hesterly, a firm’s mission is its long-term purpose. Missions define
both what a firm aspires to be in the long-run and what it wants to avoid in the meantime.
Missions are often written down in the form of mission statements (Barney and Hesterly, 2010).
core purpose and focus which normally remain unchanged, whereas business strategies and
practices may frequently be altered to adapt to the changing circumstances. Properly crafted
mission statements: (1) serve as filters to separate what is important from what is not; (2) clearly
state which markets will be served and how; and (3) communicate a sense of intended direction
to the entire organization. A mission is different from a vision in that the former is the cause and
the latter is the effect; a mission is something to be accomplished whereas a vision is something
Entrepreneur.com stated that a mission statement defines what an organization is, why it
exists, its reason for being. At a minimum, your mission statement should define who your
primary customers are, identify the products and services you produce, and describe the
While defining a firm’s mission is an important step in the strategic management process,
it is only the first step in that process. A firm’s mission can help, hurt, or have no impact on its
performance, missions by themselves do not necessarily lead a firm to choose and implement
“We – Delta’s employees, customers, and community partners together form a force for
positive local and global change, dedicated to bettering standards of living and the environment
According to Delta’s website, Delta is focused on global good, entitled “Delta Force for
Global Good,” which includes the following categories: (a) Advancing Global Diversity; (b)
Improving Global Wellness; (c) Improving the Environment; (d) Promoting Arts and Culture;
Delta states, it is a culture of global inclusion and represents people of all languages,
ethnicities, cultures, gender identification, races, ages, sexual orientation, educations, religion,
work experiences, family status, capabilities, political views, geographical and regional
Delta supports organizations within its local communities that are focused on Health and
Wellness. Delta is a proud sponsor of the American Cancer Society, The Breast Cancer Research
Foundation, St. Jude Children’s Hospital, the Children’s Miracle Network, the Carter Center, and
that enlighten and inspire people to better themselves and better their world. Current
partnerships include the National Black Arts Festival, the Atlanta Symphony Orchestra, Tribeca
Film Festival, the Minnesota Orchestra, the High Museum of Art, the Guthrie Theater, the Fox
TheStreet.com writes Delta CEO Richard Anderson is quoted to have said: “There’s a
moral obligation to make this (Delta) a good place to work.” William Swelbar, a research
engineer at the MIT’s International Center for Air Transportation, said he thinks there’ a good
reason for Delta to make that argument. “One of the things Delta has always had with their
employees profit sharing and its emphasis customer service, the company is also dedicated to
Delta has a vested interest in employees, customers, shareholders, local and global
partnerships and understand that the ability to continually progress, transform, and expand our
Enhancements to Delta’s mission statement: (1) naming the shareholders; (2) maintaining
profitability; and (3) the ability for the firm to continually progress, transform, and expand. It is
important that the business adapts to the varying needs of the market and recognizes these
For Delta to continue to be the leader, it will need to acknowledge when these
changes need to take place. Delta must be willing to adjust and make decisions that are best for
the firm’s survival, while continuing to value employees, customers, and the environment. It
must formulate positive partnerships and identify when or if these partnerships need end.
This section describes the external environment for Delta Air Lines, Inc. (Delta). One of
the critical determinants of a firm’s strategy is the evaluation of the threats and opportunities in
its competitive environment. If a firm understands these threats and opportunities, it is one step
closer to being able to choose and implement a “good strategy”; that is a strategy that leads to
This section describes opportunities (or trends) Delta is currently experiencing: (1)
company growth due to strategic merger, becoming the second largest passenger airline in the
world after merging with Northwest Airlines in 2008 (Delta Air Lines, 2011); (2) offering
services in the world market for aircraft maintenance, repair and overhaul (MRO), MRO market
looks strong and is expected to grow during the next six years (Datamonitor, 2009); (3)
advertising (Edison Research, 2009); (4) currently only airline offering no expiration on Sky
miles (Delta, 2011); (5) recession coming to an end, recovery of U.S. airline industry
(Datamonitor, 2009); (6) the company is well positioned to capitalize on the growing U.S.
regional airline industry (Datamonitor, 2009); (7) moderate growth in global air freight industry
(Datamonitor, 2009); (8) profit reported 2010 in second quarter, compared to prior year’s loss
2009 (Forbes’s, 2011); and (9) expanding opportunities for diverse business suppliers, new web
site expands opportunities for minority, woman-owned and small business suppliers (Delta,
2011).
Threats
This section describes threats Delta is currently facing: (1) environmental findings
regarding high-level carbon emissions could reveal more environmental damage than previously
determined (Delta, 2011); (2) according to U.S. Department of Transportation, Delta drew the
most consumer complaints of any U.S. airline in 2010 (USNews: Delta the worst airline, 2010);
(3) union battle continues in legal filings (Mouawad, 2010); (4) Delta matched American Airlines
fare hike (Baysden, 2011); (5) increasing competition for routes, services, and fares
(Datamonitor, 2009); (6) jet fuel prices continuing to fluctuate and are likely to increase due to
An External Factor Evaluation (EFE) Matrix was constructed to summarize and evaluate
technological, and competitive information (David, 2009). EFE Matrix list the external factors
identified through the external-audit process; identifying a total of 16 opportunities and threats
that are currently affecting Delta and the airline industry. A weight factor ranging from 0.0 (not
important) to 1.0 (very important) was assigned after comparing successful and unsuccessful
competitors; the sum of all the weights assigned to the factors must equal 1.0. A rating was
assigned to each opportunity is between 1 and 4 for each external factor to indicate how
effectively Delta’s current strategies respond to the factor. Ratings are company-based and both
threats and opportunities can receive a 1, 2, 3, or 4. Each factor’s weight is multiplied by its
rating to determine a weighted score. The sum of the weighted score for each variable
(opportunity and threat) to determine the total weighted score for Delta. The weighted score for
Delta is 2.64.
The EFE Matrix for Delta Air Lines, Inc. is provided in Table 1.1. Note that the most
important factor to being successful in the airline business is “Environmental finding regarding
high-level carbon emissions” as indicated by the .11 weight. Also note that Delta is doing
excellent in regard to handling two factors “Second largest passenger airline in the world, after
merging with Northwest Airlines in 2008” and “Recovery of US airlines industry – recession
coming to an end.” The factors are listed in quantitative terms to the best extent possible, rather
Lines, Inc., is doing pretty well, taking advantage of the external opportunities and avoiding the
threats facing the firm. There is definitely room for improvement, because the highest total
weighted score would be 4.0. As indicated by ratings of 1, Delta needs to capitalize more on the
“2010 company profit in 2nd Quarter, compared to prior year’s loss 2009” and “increased
Weighted
Key External Factors Weight Rating Score
Opportunities
Second largest passenger airline in the world,
merged w/Northwest Airlines 2008 0.1 4 0.4
Delta expanding its outreach to small,
minority-owned businesses enhancing
diversity 0.03 2 0.06
Delta SkyMiles do not expire, only airline that
offers no expiration 0.05 3 0.15
Recovery of US airline industry - recession coming
to an end 0.05 4 0.2
2010 Company profit in 2nd Quarter, compared to
prior year's loss 2009 0.03 1 0.03
Delta is well positioned to capitalize on growing
US regional airline industry 0.04 2 0.08
Delta increased awareness as a preferred
international carrier w/place-based digital
advertising 0.06 1 0.06
Moderate growth in global air freight industry 0.04 2 0.08
World market for aircraft maintenance, repair,
and overhaul (MRO) 0.08 2 0.16
Threats
Intense Competition - routes, services, and
fares 0.06 2 0.12
Delta joined airline fare hike 0.07 2 0.14
Delta drew the most consumer complaints of
any U.S. airline in 2010, according to U.S.
Dept of Transp. 0.08 3 0.24
Jet fuel prices may swing wildly or likely
increase due to 2011 turmoil in oil-producing
regions 0.05 3 0.15
Delta-union battle continues in legal filings 0.08 2 0.16
Environmental findings regarding high-level
carbon emissions could reveal more
environmental damage than previous thought 0.11 3 0.33
Reputation damaged Delta rated worst airline
by USNews.com 2010 0.07 4 0.28
Total 1.00 2.64
This section of the paper will evaluate the internal strengths and weaknesses of Delta Air
Lines, Inc. (Delta) by providing financial statement summary information as well as financial
ratios for Delta and the industry. To support this analysis a spreadsheet showing the last three
years of side-by-side income statement and balance sheet fiscal year end data have been
provided.
Delta recorded revenues of $28,063 million during the financial year ended December
2009(FY2009), an increase of 23.6% over FY2008. The operating loss of the company was $324
million during FY2009, when compared to an operating loss of $8,314 million in FY2008. The
net loss was $1,237 million in FY2009, when compared to a net loss of $8,922 million in
Delta recorded revenues of $22,687 million during the financial year ended December
2008 (FY2008), an increase of 18.5% over FY2007. The increase in revenues was due to the
inclusion of Northwest’s operations, fare increases, pricing and scheduling initiatives and
increased service international destinations. The operating loss of the company was $8,314
million during FY2008, when compared to an operating profit of $1,096 million in FY2007. The
net loss was $8.922 million in FY2008, when compared to a net profit of $1,612 million in
Delta is the world’s largest airline, providing scheduled air transportation for passengers
and cargo throughout the US and around the world. Despite economic slowdown, the company
has recorded strong financial performance in recent years. The company's revenue increased at a
compounded annual growth rate (CAGR) (2004–09) of 13%. The revenue increased from
$15,235 million in FY2004 to $28,063 million in FY2009. Delta witnessed an increase of 18.5%
in its FY2008 revenues over FY2007 and an increase of 23.6% in its FY2009 revenues over
FY2008. The increase in the company believes the merger will generate approximately $2 billion
in annual revenue and cost synergies by FY2012 from more effective aircraft utilization and
its profitability accounting ratios suggest that its profitability increased due to the merger with
Northwest Airlines, prior to this merger, Delta had two consecutive years of losses (2009 and
2008). Reviewing Delta’s liquidity ratios, both the current ratio and quick ratio fall below the
recommended ranges. Current ratio recommended range is 2 to 3, Delta’s is .64. Quick ratio, a
ratio of 1 is thought to be acceptable in many industries, Delta’s is .61. Delta has high debt and
Another ratio to evaluate is the leverage ratios, or ratios that focus on the level of firm’s
financial flexibility, including its ability to obtain more debt. The debt to equity ratio is a
measure of the use of debt versus equity to finance a firm’s business activities. Generally
recommended less than 1(Barney and Hesterly, 2009). Delta’s debt to equity ratio is .98. This
indicates Delta has high debt and should not take on anymore.
Please refer to the Table below containing some accounting ratios for Delta:
Delta’s Balance Sheet and Income Statement Spreadsheets are provided on the following
Total Income Avail for Interest Expense (EBIT) 1,612,000 (303,000) (8,336,000)
Strengths
Northwest Airlines (Datamonitor, 2010); (2) bilateral and multilateral marketing alliances with
foreign airlines to improve its access to international markets (Datamonitor, 2009); (3) consistent
top line growth (Datamonitor, 2009); (4) fleet upgrades and winglet installations annually
through mid-2013; and (5) exit the all-cargo business at the end of 2009 with the grounding of
the remaining Northwest Airlines' B747 200 freighters due to "age and inefficiency,” a cost
Weaknesses
This section describes weaknesses Delta is currently facing: (1) Overdependence on the
North American market (Datamonitor, 2009); (2) High debt obligations (Datamonitor, 2009); (3)
total current assets reduced from 7991 to 7301 (value in millions) (Money Central, MSN, 2010);
An Internal Factor Evaluation (EFE) Matrix was constructed to summarize and evaluate
the major strengths and weaknesses in the functional areas of Delta, and it also provided a basis
for identifying and evaluating relationships among those areas (David, 2009). IFE Matrix list the
key internal factors as identified through the internal-audit process; identifying a total of 10
strengths and weaknesses that are currently affecting Delta and the airline industry. A weight
factor ranging from 0.0 (not important) to 1.0 (all-important) was assigned to each factor. The
sum of all the weights assigned to the factors must equal 1.0. A rating was assigned to each
strength; strengths must receive a 3 (a minor strength) or a 4 (a major strength). A rating was
weakness). Ratings are company-based, whereas the weights are industry based. Each factor’s
weight is multiplied by its rating to determine a weighted score. The sum of the weighted score
for each variable (strength and weakness) to determine the total weighted score for Delta. The
The IFE Matrix for Delta Air Lines, Inc. is provided in Table 2.1. Note that the most
important factor to being successful in the airline business is “Strategic merger with Northwest
Airlines” as indicated by the .15 weight. Also note that Delta is doing excellent in regard to
handling two factors “Consistent top line growth” and “Bilateral and multilateral marketing
alliances with foreign airlines to improve its access to international markets.” The factors are
listed in quantitative terms to the best extent possible, rather than in vague terms (David, 2009).
The total weighted score for Delta is 2.59, just above the average (midpoint) of 2.5,
indicating there is definitely room for improvement in Delta’s strategies, policies, and procedures
(David, 2009). Delta has high debt, is over-dependent on the North American market, and its
total current assets has decreased from 2009 to 2010. All of these factors need to be looked at
closely.
The IFE Matrix provides important information for strategy formulation. For example,
Delta may want to focus on finding ways to reduce the company’s debt. Delta may also want to
become more aggressive in its expansion into foreign markets, to lessen its dependency on the
North American market, because that is a really important (weight .12) factor to being successful
Weighted
Key Internal Factors Weight Rating Score
Strengths
Strategic merger of Northwest Airlines 0.15 4 0.64
Bilateral and multilateral marketing alliances w/foreign airlines to improve its
access to international markets 0.12 3 0.36
Consistent top line growth 0.12 4 0.48
Fleet upgrades and winglet installations annually through mid-2013 0.08 3 0.24
Exit the all-cargo business at the end of 2009 w/grounding of remaining
Northwest Airlines' B747 200 freighters due to "age and inefficiency" - cost
reduction measure 0.06 3 0.21
Weaknesses
Overdependence on the North American market 0.11 1 0.11
High debt obligations 0.12 1 0.12
Total Current Assets reduced from 7991 to 7301 (value in millions) 0.09 2 0.20
Unfunded employee post retirement benefits 0.08 1 0.09
Sluggish performance of Delta in Atlantic & Latin American Regions 0.07 2 0.14
TOTAL 1.00 2.59
is the
weighted
average
Strategic Recommendations
(SWOT) analysis conducted on Delta Air Lines, Inc. (Delta). The Strengths-Weaknesses-
external opportunities. ST Strategies use a firm’s strengths to avoid or reduce the impact of
external threats. WT Strategies are defensive tactics directed at reducing internal weakness and
A schematic representation of the SWOT Matrix for Delta is provided in Figure 2.1, and
is composed of nine cells. The SWOT matrix is widely used in strategic planning; however, the
analysis does have some limitations. First, SWOT does not show how to achieve a competitive
advantage. The matrix should be the starting point for a discussion on how proposed strategies
threats, and strategies change, the dynamics of a competitive environment may not be revealed in
a single matrix. Third, SWOT analysis may lead to a firm to overemphasize a single internal or
external factor formulating strategies. There are inter-relationships among the key internal and
external factors that SWOT does not reveal that may be important in devising strategies (David,
2009).
This section will identify one business strategy that will benefit Delta. A firm’s strategy
is defined as its theory about how to gain competitive advantages. A good strategy is a strategy
that actually generates such advantages. The ultimate objective, of the strategic management
process, is the realization of a competitive advantage. Delta will have competitive advantage if it
is creating more economic value than its rivals. Economic value is defined as the difference
between the perceived customer benefits from purchasing a product or service from a firm and
the total economic cost of developing and selling that product or service (Barney and Hesterly,
2009).
The business strategy Delta will need to implement is product differentiation. Product
other firm’s products or services (Barney and Hesterly, 2009). The strategic recommendation for
Delta is to completely overhaul, improve, and implement a plan to transform Delta’s reputation
in customer service to become the best, not the worst, service provider. This is a forward vertical
integration because Delta will be incorporating more stages of the value chain within its
boundaries. Delta will utilize components within the organization to directly bring about this
Delta offers airline transportation services for passengers and cargo (Delta, 2011). It has
received harsh criticism by customers in regards to their customer service. USNews.com wrote,
“It (Delta) had the largest drop in passenger satisfaction in the American Customer Satisfaction
Index. According to the Air Travel Consumer Reports, Delta was number one in delays for
major airlines (78% of flights arriving on time in the 12-month period ending August 2010) and
first in consumer complaints (averaging 2.23 per 100,000 enplanements in 2010)” (“USNews:
The Wall Street Journal addressed customer service in an article titled: “What’s the Key
to Good Customer Service?” The article presented the following question: “Why do some
companies have consistently good customer service and others routinely disappoint and
frustrate?” (“What’s the key”, 2011). Response: Management, leadership and expectations. The
article goes on to state, “Effective leaders at companies create cultures where employees are
treated with respect and expectations are clear that customers should be treated with respect.
Managers and co-workers hold employees accountable. Providing good service to customer
becomes infectious. It’s simply what you do at work, and if it is to be long-lasting, it has to be an
to take place: (a) a budget will need to be developed to face this challenge; (b) a committee or
board formulated to oversee the project (an outside firm may need to be hired); and (c) a
management and employee buy-in is required. The current standards and measurements that are
in place at Delta for customer service will need to be re-evaluated. The committee will need to:
(a) determine what items to keep, as well as what items to eliminate; (b) research all the markets
Delta occupies, evaluating what is currently working and what is not; and (c) observe Delta’s
consumers. Once the committee is able to obtain and evaluate all the critical information needed
then a plan of action will need to be formulated. The committee will need to develop a branded
Both Human Resources and the Training department will play a role in this process. New
training materials will need to be developed; training classes will need to be facilitated and
feedback sessions conducted. It is crucial that the committee create an atmosphere to obtain
employee and management buy-in for this overhaul to be successful. Employees will need to
understand: (a) it is necessary to provide excellent customer service for the firm to continue to
stay in business and grow; and (b) their actions to improving customer service standards will
have an impact on the bottom line. It will need to be communicated clearly, whether the
employee is a pilot or a baggage handler, that their actions directly impact the customer
experience and perception. All employees need to be made aware of how they are personally
Performance standards and expectations should be clearly written and presented to all
employees. Employees will need to understand that these are the standards they will be
evaluated on during their annual performance review. The employees will be provided with the
necessary tools to become successful. Continued education and training will be provided to
Once training has been completed, Delta employees will be ask to sign a commitment letter
stating that they completely understand excellent customer service is the standard at Delta, not an
Delta will engage the marketing department to assist in the communication of Delta’s
new strategy both internally and externally, concerning excellent customer service. The project
will engage both managers and employees to assist in putting together a slogan that incorporates
Delta’s excellent customer service initiative. This will encourage employee buy-in, by creating a
sense of ownership and pride for the company and this campaign. A contest will be rolled out to
request employees to submit their ideas for the new company slogan concerning what they feel
describes excellent customer service, as well as graphic design to visually display what excellent
customer should look like. The employee (or employees) whose idea is selected will be
behaviors in customer service. Employees will be rewarded for excellent customer service. The
committee formulated to oversee this project will also do surveys to understand in what ways
employees wish to receive rewards and recognition. A recognition budget will then be
determined and put into place for employees to receive incentive and be recognized for their
outstanding customer service. Examples of employee recognition: (a) gift cards; (b) certificates;
(c) awards banquets; (d) various monetary rewards; (e) Delta logo merchandise; and (f)
promotion.
Delta’s product differentiation is to be perceived as the airline providing the best
customer service. Consumers will choose Delta over its competitors due to this service because
it is valuable. Improving Delta’s customer service and changing consumer’s current perception
will not be an easy. It is imperative that Delta employees must understand if customers are not
happy and satisfied because these customers will take their business elsewhere. If consumers
stop using Delta and continue to choose to do business with Delta’s competitors, it will be forced
to begin cost cutting measures to stay in business. Employees need to be held accountable to
excellent customer service standards and understand it is a vital component of Delta’s success as
a company.
References
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