Recommendation Report for NorthStar Trekking
Juneau, Alaska
By: Amanda Soto
What is NorthStar Trekking?
NorthStar Trekking is a helicopter and glacier trekking tour company that provides unique and high quality tours for cruise ship passengers
The current process
Dock representative
gathers customers
Dock representative writes down all
customers names, body weights and shoe sizes
Dock representative walk customers
to their van
After van leaves, dock
representatives call the
NorthStar office and read all
collected info
The office staff writes down all the
customer info
A photocopy is given to the ground crew
so that they can have gear ready when customers
arrive
The office staff manifests the
helicopter flight
What is the problem?
• Slows down operations
• Causes customers to have poor first impressions
• Causes tension between the dock representatives and the office staff•Inaccurate information could compromise safety
NorthStar Trekking is currently using an outdated process to relay customer information from the docks to the office which
What is the cause?
• Static in the cell phone
• Background noise in office
• Background noise on the docks
Recommended Solution
• Background noise no longer an issue
• Relieves tension between dock and office staff
• Increases accuracy of customer information
• Improves first impressions• Creates opportunity for
improving other operation procedures
Use iPads to collect and send customer information
Implementation
• Tours operate between May and September
• Seasonal employee must be trained at the beginning of each season
• New and returning dock and office staff can learn to use the iPad during this required training session
Conclusion
• NorthStar Trekking’s system for collecting and sending customer information is outdated
• There is potential for a detrimental accident• I think the iPad will best eliminate and/or
solve all of the causes of the problems
Thank you for listening
Any questions?