British Airways IT Crisis: Evaluating Crisis Management Effectiveness

This report provides a comprehensive analysis of the IT crisis faced by British Airways, examining the risks, potential impacts, and the effectiveness of the resulting crisis management strategies. The crisis, stemming from a lack of system updates and an uncontrolled return of power, led to significant disruptions, affecting over 75,000 passengers and damaging the airline's reputation. The report evaluates British Airways' crisis management tactics, including the implementation of the Burnett model involving identification, confrontation, and reconfiguration, as well as the development of a crisis management team and system upgrades. The study concludes that while British Airways took essential initiatives to address the crisis, strategic recommendations are crucial to overcome adverse impacts and enhance future preparedness. The report highlights the importance of proactive risk management and continuous improvement in IT infrastructure to maintain operational efficiency and customer trust within the airline industry. Desklib offers a variety of resources, including past papers and solved assignments, to support students in their academic endeavors.