Overview

Client Objective

The Client, a domestic and international airline company, headquartered in Phoenix, Arizona, with more than 140 aircrafts and servicing 100 destinations in the United States, Mexico, Canada and Europe.

The airline's rapid growth resulted in large operating losses, and by 1986 the company was on the verge of bankruptcy. The airline was the first to use extensive "cross-utilization", in which employees were trained in a variety of airline jobs, such as pilots being trained in dispatch, and both baggage handlers and flight attendants being trained as gate agents.

Customer

— Airline Company

Year

— 2012

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