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Irregular Operations

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel
  • Format:Video
  • | Language:English
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Abstract

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

Keywords

Service; Service Excellence; 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.

About The Authors

Ryan W. Buell

Technology and Operations Management
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Willy C. Shih

Technology and Operations Management
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Michael W. Toffel

Technology and Operations Management
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