Related Work

1. Supplement | HBS Case Collection | September 2016 (Revised August 2018)

   United Airlines: More Out-and-Back Flying?: Case Supplement #1

   Ryan W. Buell, Willy C. Shih and Michael W. Toffel

   This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data.

   Keywords: service; service delivery; service excellence; service management; operating systems; operational complexity; operational disruptions; operational efficiency; operational focus; Air Transportation; Operations; Service Operations; Service Delivery; Air Transportation Industry; United States;

   Citation:

   Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "United Airlines: More Out-and-Back Flying? Case Supplement #1." Harvard Business School Spreadsheet Supplement 617-701, September 2016. (Revised August 2018.)  View Details

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2. Supplement | HBS Case Collection | November 2016

   Irregular Operations

   Ryan W. Buell, Willy C. Shih and Michael W. Toffel

   This video shows a dispatcher responding to an irregular operations situation caused by weather at an East Coast airport.

   Keywords: service; service delivery; service excellence; service operations; service quality; operating systems; operational complexity; operational disruptions; operational efficiency; operational focus; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry;

   Citation:

   Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "Irregular Operations." Harvard Business School Multimedia/Video Supplement 617-705, November 2016.  View Details

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3. Supplement | HBS Case Collection | November 2016

   United Airlines Operations

   Ryan W. Buell, Willy C. Shih and Michael W. Toffel

   This video is a collection of clips that highlight aspects of United Airlines' operations

   Keywords: service; service delivery; service management; service operations; service quality; operating systems; operational complexity; operational disruptions; operational effectiveness; operational efficiency; Air Transportation; Operations; Air Transportation Industry;

   Citation:

   Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "United Airlines Operations." Harvard Business School Multimedia/Video Supplement 617-704, November 2016.  View Details

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4. Case | HBS Case Collection | September 2016 (Revised July 2018)

   United Airlines: More Out-and-Back Flying?

   Ryan W. Buell, Willy Shih and Mike Toffel

   This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and hub-and-spoke network that provided passengers with a wide range of destination choices, but as with any complex system unless everything ran perfectly all the time, it inevitably faced cascading delays and missed passenger connection problems. While out-and-back routing tended to isolate operational issues, more traditional linear routings tended to offer high equipment utilization. The case offers students an opportunity to examine the effects of variability on different routing strategies.

   Keywords: service excellence; service delivery; service management; service quality; service quality competition; services; service operations; airline industry; airlines; operational complexity; operational disruptions; operational effectiveness; operations; operations improvement; operations management; operations strategy; Air Transportation; Operations; Service Operations; Service Delivery; Performance Effectiveness; Performance Improvement; Complexity; Air Transportation Industry; United States;

   Citation:

   Buell, Ryan W., Willy Shih, and Mike Toffel. "United Airlines: More Out-and-Back Flying?" Harvard Business School Case 617-010, September 2016. (Revised July 2018.)  View Details

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