JetBlue and the Veterans Administration both faced major issues when their IT systems failed, disrupting operations. JetBlue had to cancel over 1,000 flights when winter storms exposed a lack of trained staff for its reservation system. The VA also suffered when an undocumented change collapsed its interconnected applications, preventing access to vital patient records and requiring manual workarounds. Proper training, centralized infrastructure, and contingency plans could help organizations avoid major disruptions from future IT failures.

1. Presentation on
JetBlue and the Veterans Administration: The
Critical Importance of IT Processes

2. Submitted To::
Ms.Rifat nowshera
Lecturer
Southeast university
Submitted By:
Taskin hossain
(Group leader)

3. NAME ID
SK. Shafin Ahmad 2023210000501
Nawshew Ara Sawda 2023210000507
Taskin Hossain 2023210000519
Anika Binte Ali 2023210000520
Salauddin Saad 2023210000521
Umaer Atif Khan 2023210000524
Group Profile

4. Salauddin Saad
ID:2023210000521

5. Case Summary:
JetBlue and the Veterans Administration (VA) both showcase the critical role of IT processes in vastly
different sectors. JetBlue is a prominent airline known for its customer centric approach, utilizing IT
processes to streamline operations, manage reservations and enhance passenger experiences. Their IT
processes are integral in handling flight schedules, bookings, and customer service, demonstrating the
pivotal role of technology in the airline industry's efficiency and customer satisfaction. In February, 2007,
the airline was forced to cancel more than 1,000 flights due to winter storms, JetBlue's board of directors
replaced founder and chief executive officer David Neeleman with Dave Barger. The authority introduced
a new database management system but their employees were not that much trained.
On the other hand, the Veterans Administration (VA) focuses on providing services to millions of veterans,
military veterans, managing their healthcare, benefits, and services. The VA's IT processes are crucial for
medical records, appointment scheduling, and delivering timely care to veterans. In September 2007, an
unscheduled system failure that took down key applications in veterans Administration (VA) medical
facilities. The couldn`t log onto their patient applications, vista and CPRS had suddenly become
unavailable. Without access to vista, doctors, nurses, and others were unable to pull up patient records.
They had to do all the tasks manually which disrupted their activities.
In both cases, the business activities were hampered because of the IT system failure. So it is necessary to
introduce such type of information technology which is user friendly for the employees.

6. SK. Shafin Ahmad
ID: 2023210000501

7. Case Study Questions
1. Eric Brinker of JetBlue noted that the database developed during the
crisis had not been needed before because the company had never
experienced a meltdown. What are the risks and benefits associated
with this approach to IT planning? Provide some examples of each.

8. Risks of Implementing the Database at JetBlue
Employees and IT staff may struggle to predict and address potential system
failures, impacting operational continuity.
Low customer volume could lead to decreased market share.
The additional cost of implementing and maintaining the new system was
expensive.
Not all staff are sufficiently educated or experienced to use the system effectively,
increasing the risk of failures.
On February 2007, JetBlue Airways was forced to cancel more than 1,000 flights, on that very
day, JetBlue didn’t have enough of its home-office employees or crew members that was
trained enough for their reservation system. This incident during an ice storm exposed a lack of
trained personnel for the reservation system, potentially affecting business operations.
For example:
Q.1

9. Benefits of Implementing the Database System at JetBlue:
The database system enables better communication between JetBlue and
customers, offering automated flight updates through emails and mobile
devices.
Increased competence and marketability resulted from enhanced
communication.
Staff members can multitask efficiently with the new system, leading to
increased efficiency and profitability.
The database system facilitates better flow of communication and information
among JetBlue staff, enabling them to discern and address situations more
effectively.

10. Nawshew Ara Sawda
ID:2023210000507

11. Case Study Questions
2. With hindsight, we now know that the decision made by Eric Raffin of
the VA not to fail over to the Denver site was the correct one. However,
it involved failing to follow established backup procedures. With the
information he had at the time, what other alternatives could he have
considered? Develop at least two of them.

12. Eric Raffin's decision not to fail over to the Denver site during the
VA's IT crisis was ultimately correct. The decision deviated from
established backup procedures due to the potential risks involved.
Two types of Alternatives
Considered:
IT Organization
Reform
Centralized Data Storage
Infrastructure
Q.2

13. IT Organization Reform
Shift from local processing to regional data-processing centers.
VA's IT structure featured autonomy and decision-making
authority at the local level.
Challenges in implementing adjustments across sites made it
practically impossible.
Proposed solution involves establishing centralized data-
processing centers for better coordination.

14. Centralized Data Storage Infrastructure
Propose a centralized data storage infrastructure for
Consultancy and other IT services.
This centralization enhances the capability to promptly address
failures and implement solutions.

15. Umaer Atif Khan
ID:2023210000524

16. Case Study Questions
3. A small, undocumented change resulted in the collapse of the VA
system, largely because of the high interrelationship between its
applications. What is the positive side of this high degree of
interconnection, and how does this benefit patients? Provide examples
from the case to justify your answer.

17. Positive Side of High Interconnection in VA System:
Real-Time Order Checking: interconnected systems enable real-time order checking,
ensuring that the system can automatically check orders for errors and alert clinicians to
potential problems before they cause harm.
Notification system: The system can notify clinicians of important events, such as lab
results or changes in a patient's condition.
Clinical reminder system: The system can remind clinicians of important tasks, such as
overdue vaccinations or screening tests.
Interconnected Applications (VISTA and CPRS): Facilitate a comprehensive view of
each veteran's health record. Enable doctors and nurses to access electronic health records
(EHRs) for accurate diagnoses.
Q.3

18. Examples from the Case:
Real-Time Order Checking: The interconnected systems enable real-time order
checking, preventing errors and ensuring the accuracy of medical orders.
Notification System: The case highlights a notification system that promptly alerts
clinicians to significant events, ensuring timely responses and interventions.
Clinical Reminder System: The presence of a clinical reminder system underscores
the importance of interconnectivity in supporting proactive healthcare interventions
and reminders for clinicians.
Interconnected Applications (VISTA and CPRS): Doctors and nurses can
seamlessly access patient health records by combining VISTA and CPRS applications,
leading to improved accuracy in diagnoses.

19. Taskin Hossain
ID:2023210000519

20. Manager
Real world question-1
What consequences, financial and
otherwise, did the two organization face?
What change, if any were implemented as a
result of finding to the class.

21. The consequences of both firms:
Jet Blue:
o In 2007, Jet Blue airways was forced to cancel more than 1000 flights.
o The home-office employees and crew members were not that much trained on
this their reservation system.
o Newly developed database and IT system was good but the manual and digital
information were not synced.
o JET Blue authority had to return the reservation money along with monetary
compensation to the affected passengers.
Changes:
1. Needs to train up their crew staffs and in house employees
2. The CEO of JetBlue , David Neeleman was replaced by Barger.
3. The authority should develop user friendly technology to run their business
activities.

22. Veterans Administration:
 The VA authority couldn’t log onto their patients system. Such as – Vista and
CPRS.
 The nurses couldn’t hand off from one shift to another through Vista.
 Patients discharges document had to be written manually.
 Cardiologists couldn’t read ECG’s report.
Changes:
1. The Veterans authority should train up their staffs about the technology.
2. Need to align with the best practices with the best hardware and software
system.

23. Anika Binte Ali
ID:2023210000520

24. Real world question-2
Search the Internet for examples of problems that
companies have had with their IT processes. Break
into small groups with your classmate to discuss your
findings and what solutions you can propose to help
organizations avoid the problems you discovered.

25. Problems faced by the both companies:
 The newly introduced database system was not user friendly.
 The staffs were not well trained about that software.
 In case of JetBlue, the system communication was not good.
 Both firms were fully depending on the technology.
 The firms didn’t have any alternative plan to run their business
activities if system fails.

26. Solution:
 The authority should have to trial the newly developed software
by their staffs to check whether it is user friendly or not.
 They need to use the database system for a while before using it
finally.
 Reforming the IT organization at VA Medical Facility from local
processing to regional data-processing centers.
 Use a centralized data storage infrastructure for IT Consultancy
and other IT Services.