1. 2010/6/09 © 2010 Celeste S-P Ng Case 7 - JetBlue and the Veterans Administration: The Critical Importance of IT Processes Prepared by: Celeste Ng Wednesday, Jun, 2010

2. 2010/6/09 © 2010 Celeste S-P Ng Lessons learnt – (1) JetBlue Airways’ case indicates the importance of IT process in:  Providing sufficient training to employees for educating them on how to use an IS system  Developing an IS system for providing a cross-reference between where the crew members say they are versus where the computer says they are for emergency landing and relocating an aircraft.  Improving the way it communicates with its customer such automatically notify airline’s scheduling member better to take calls from customers, and push out automated flight alerts to customers via email and mobile devices.

3. 2010/6/09 © 2010 Celeste S-P Ng Lessons learnt – (2) Veterans Administration medical facilities’ case indicates the importance of IT process in:  Guiding IT staff to document and communicating changes made to their primary patient applications