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One of Delta’s core cultural messaging devices to employees is the ‘Rules of the Road’ booklet that gets handed out to all employees.This document works to get all employees focused and on the same page in terms of goals, and align the airline’s operating model with the business model. Succumbing to operational and financial difficulties, the rest of the players have either merged into the existing legacy airlines or have gone bankrupt. legacy airline carriers remaining since airline deregulation happened in the 1980s.In overall performance, Delta is ranked 3 (the list includes smaller and discount airlines such as Southwest and Alaska).In terms of canceled flights, Delta comes in at 1.89% of flights canceled compared with 2.64% and 4.06% of flights canceled at United and American respectively.United and American are both trying to catch up and the result is better service across the board.On a recent trip on Delta I was amazed to watch the employees rush to get my flight out on time.
Having a workforce of dedicated and motivated employees now gives Delta a major competitive advantage, and the implications for performance in the future are fantastic. We now have an airline option that is more than tolerable, and has employees that actually strive to solve customer service problems.In the context of the mobile content world these include over-the-air service provisioning (OTASP), over-the-air provisioning (OTAP) or over-the-air parameter administration (OTAPA), or provisioning handsets with the necessary settings with which to access services such as WAP or MMS.As mobile phones accumulate new applications and become more advanced, OTA configuration has become increasingly important as new updates and services come on stream.As consumers we are left with Delta, United, and American as our only three choices of domestic airlines with worldwide route networks.Among these airlines it is clear that Delta is the leader and has managed to be effective in aligning its operational model with its business model.