CASE STUDY

SUPERSHUTTLE: A Franchise Company in New York

CONTENTS

1. Introduction……………………………………………………………………………………………………………1 2. Managing People and Relationships …………………………………………………………………….1 2.1 The Relationship between Supershuttle and the Customer (Geoff Southern) 2.2 To Solve Problems and Improve Service Quality 3. Managing Information for Decision Making…………………………………………………………….3 3.1 How the Demand in the Market is Learned 3.2 How the Demand Can Be Predicted 4. Managing Operational Finance……………………………………………………………………………….4 4.1 Identify the Relevant Costs 4.2 Alternative Operating Policies and the Effects of Seasonality and Day Variation 5. Conclusion……………………………………………………………………………………………………………….5 6. References………………………………………………………………………………………………………………6

CASE STUDY: SUPERSHUTTLE

1. INTRODUCTION:
A service is something that the public needs, such as transport or communication facilities, which is provided by an organisation. Due to increasing population, the demand for transportation has grown significantly and as a consequence of this, transportation companies are becoming more widespread and altering their forms of services. Supershuttle is a franchise company and the company yields “door-to-door service” to 8 million passengers per year (Supershuttle.com, 2012). The company website can be utilized by customers to book an appointment or to communicate with the customer service or company manager. This essay attempts an overview of Supershuttle and its organizational structure.
Firstly, this essay will explain the principal problems between Supershuttle and a customer (Geoff Southern) and express what the company should do to solve the problems and develop service quality. Secondly, it