WestJet JetBlue

Management - Customers were complaining because of delays - mgmt didn't hire extra staff to handle the is-sues.

- Calls were too high in volume and the delays caused cus-tomer dissatisfaction

- Westjet employees hadn't trained for the issues in the live environment

- hired temporary employees to ease the workload

- customer dissatisfaction

- mgmt decided not to cancel flights

Organisation - failed to plan for the volume correctly and didn't take into ac-count what would happen after the website went live

- failed to reduce its passenger loads

- still persisted with flights even though other companies cancelled flights during the blizzard.

Technology - Website couldn't handle the or-der volume

- website was constantly crash-ing

- went from their own system to a new system with a different company

- huge transfer time in transfer-ring data

- IT infrastructure was equipped to handle problems under normal weather conditions but they couldn't handle the bad weather streak at the time

Identify the risk. e.g. data transfer

risk

Rate the risk on likeli-hood and impact. e.g. how likely is the data transfer risk and what is the impact on the

organisation

Identify the control measures. e.g.

backup server for the data

Testing and valida-tion. e.g. make sure that once the issue has occurred you revisit to validate.