Delta Air Lines: The Latin America Contact Center Decision Harvard Case Solution & Analysis

Delta Air Lines has decided to consolidate its reservations centers in Latin America in the regional office. This new office will be consolidated Delta Latin America Contact Center, handling reservations for the entire Latin American region. Field managers team selection by Delta narrowed the location of the center in three versions: Mexico City, Mexico, Buenos Aires, Argentina, and Santiago, Chile. Mary Smith will help to make recommendations as to the country, where Delta must choose.
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by Roy C. Nelson Source: Thunderbird School of Global Management 10 pages. Publication Date: July 22, 2004. Prod. #: TB0127-PDF-ENG

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