案例分析/技术面试准备

Thanks again for meeting with me, Sarah. I'm really struggling with the case study portion of these interviews. It feels like I always miss a key point.

No problem at all, Emily. That's a common challenge. Let's walk through a mock case study today. I'll give you the prompt, and you can lead the discussion as if it's the real interview.

Okay, that sounds great. I'm ready. Lay it on me.

Alright. Your client is a major airline that has seen a significant drop in its customer satisfaction scores, particularly around in-flight service. They want you to identify the root causes and propose solutions to improve these scores within the next six months. You have 30 minutes. How would you approach this?

Okay, so the goal is to improve customer satisfaction for in-flight service within six months. First, I'd want to clarify a few things. Are we looking at a specific demographic of customers or all customers?

Good question. Assume it's across all customer segments for now, but you can dig deeper if you think it's necessary.

Understood. My approach would be to first structure the problem to identify potential drivers of dissatisfaction, then gather data to validate those hypotheses, and finally, develop actionable recommendations. I'd begin with key areas of in-flight service like cabin comfort, food and beverage, and crew interaction.

Excellent framework. You've clearly outlined your process. Now, what kind of data would you look for, and how would you gather it?