Approach this discussion as if you are the Operations Manager(OM) for Spirit Airlines and focus on problems and solutions that are under he OM's control.

• What tools are available to you as OM to identify problems facing Spirit Airlines?
• What changes should Spirit make?
• In what ways can the airline integrate empathy into its dealings with both employees and customers? Do you think it would make a difference?
• What measurable outcome should Spirit seek during the process improvement effort? Why?