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NorthStar Trekking is currently using an outdated process to relay customer information from the docks to the office which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• NorthStar Trekking’s system for collecting and sending customer information is outdated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?