1. Running head: BUSINESS ANALYSIS 1
Business Analysis
William Parker
Dr. John H. Carter
Business 508 Contemporary Business
10/22/2015

2. BUSINESS ANALYSIS 2
Question # 1- Provide a brief description of an organization where you currently
work, would like to work, or one in which you have an interest that you have chosen
for this assignment.
I currently work for Signature Flight Support Corporation as a lead line service
technician. It is a BBA Aviation plc company, which is the world’s largest fixed based operation
(FBO) (“Signature,” 2013). A fixed based operator (FBO) is a distribution network for business
aviation services such as fueling, hangar and office rentals, ground handling, maintenance and a
wide range of crew and passenger amenities at strategic domestic and international locations
(“What,” 2015).
Headquartered in Orlando, Florida, Signature currently operates at more than 100
locations in the United States, Europe, South America, Africa and Asia (“Signature”). My roles
as a line service technician is very crucial and important on the ramp because I greet, marshal,
tow, and provide security and direction to pilots and passengers (“Line,” 2015). Technicians are
the first and last people the pilots, crew and passengers see when arriving and departing on the
ramp, so it is imperative the line service technicians make a great impression providing world-
class customer service.
Question # 2- Assess three (3) factors, either economic, social or both, impacting the
performance of the organization you selected. Then, select the two (2) factors that you
believe are the most critical to pay attention to in order the organization to remain
competitive. Explain and support your reasons.
After assessing three factors that impact the performance of an FBO, my research found
that economy; customer service and safety are the biggest concerns for management (“Utah’s,”
2012). The two factors that I believe are most critical to pay attention to for the organization to

3. BUSINESS ANALYSIS 3
remain competitive are customer service and safety (“FBO,” 2012).
Economy
An organization’s corporate travel activity depends on the economy and how well each
company is generating revenue and how they plan to profit in the future based on their business
plan. Corporate clients make up the bulk of an FBO’s customer base compared to private
owners. For example, “aviation is the first to go in a bad economy and the last to come back”
(“Fixed-base,” 2008, para. 22). A weak economy and high fuel costs will take a toll on your
FBO, and result in laying off employees, therefore, slowing down expansion.
Customer Service
The general aviation business of running an FBO is very competitive. Every base sells
the same jet fuel. Customer Service is what makes a pilot choose to land his or her plane on your
ramp with their passengers to buy your jet fuel. It is important to prepare for your customer’s
arrival by having the fuel trucks ready, freeing ramp space before planes arrive, and providing
catering service (“FBO,” 2012).
By having all these mechanisms in place, your FBO will run like a well-oiled machine
that will receive have high survey scores from the pilots. The result will be admiration from
corporate for guest service satisfaction, increased revenue, staying ahead of your competition and
gaining greater market share (“FBO,” 2012).
Safety
The number one priority for management and line service technicians is safely handling
plane arrivals and departures. On a daily basis, there is an extraordinary amount of traffic at any
FBO. Keeping the ramps cleared and the planes on a schedule will ensure there will be no
injuries, fatalities, or damages to the passengers, pilots or planes (“Utah’s,” 2012).

4. BUSINESS ANALYSIS 4
There is no way to control the weather at an FBO. For safety purposes, it is very
important to stay alert to pending weather problems so nobody will get hurt, nor will any planes
be damaged (“FBO,” 2012). By having a reputation for being a safe base, you will be
recognized in your organization for following good safety practices and the more pilots will land
their planes with their passengers on your ramp for services (“FBO”).
Question # 3- Propose three (3) business actions to overcome the factors you
identified in number 2.
The two factors that I believe are most critical to pay attention to for the organization to
remain competitive are customer service and safety (“FBO,” 2012). Listed below are three
business actions to needed in order to maintain a high level of service.
Customer Service
The pilots are an FBO’s primary customers, so in order for them to keep utilizing your
services, you must provide great customer service (“FBO,” 2012).
Hiring.
The hiring manager should be selective and only hire customer service representatives
who have a personality that emulates the culture of the company and the assigned department
(Sheehan, 2003).
Training.
All customer service representatives should be periodically required to attend mandatory
training sessions covering the content of the employee manual, company procedures and to get
around the corporate structure (Sheehan, 2003).
Pay.
In order to attract and keep good customer service representatives you must provide fair

5. BUSINESS ANALYSIS 5
compensation that is considered good pay but it doesn’t necessarily have to be high (Sheehan,
2003).
Safety
The number one priority for management and line service technicians is safely handling
the plane arrivals and departures (“Utah’s,” 2012).
Training.
The FBO staff should be continually trained on procedures in how they should interact
with the pilots in the air and on the ground when they land on the ramp (Veillete, 2004).
Workload Management.
Management must ensure the proper amount of staff is scheduled ahead of time to handle
the high workload of plane departures and arrival (Veillete, 2004).
Communication.
The FBO staff must communicate with each other on the ramp as well as the pilots in the
cockpit to avoid poor timing of communication, failure to communicate or acknowledge
decisions, incomplete or unverified communications, lack of advocacy, assertiveness, listening
and conflict resolution (Veillette, 2004).

6. BUSINESS ANALYSIS 6
References
Boone, L.E., & Kurtz, D.L. (2013). Contemporary business (15th
ed.). Hoboken, NJ: JohnWiley
& Sons, Inc.
FBO- Fixed Base Operators. (1996-2012). Flytecomm. Retrieved from
http://www.trackaflight.com/solutions/fbo.html
Fixed-base operators face challenge. (2008). Mail Tribune. Retrieved from
http://www.mailtribune.com/apps/pbcs.dll/article?AID=/20081111/BIZ/811110303/-
1/rss14
Line Service Technician BFI. (2015). Clay Lacy Aviation. Retrieved from
http://www.claylacy.com/line-service-technician-bfi
What is a Fixed Base Operator or FBO?. (1997-2015). Presidential Aviation, Inc. Retrieved from
http://presidential-aviation.com/fbo/
Sheehan, J. J. (2003). Business and Corporate Aviation Management: On Demand Air
Transportation. New York: McGraw-Hill. Retrieved from the Strayer University
database
Signature Flight Support. (2013). BBA Aviation, Inc. Retrieved from
http://www.signatureflight.com/
Utah’s Legendary Powder Matched By Passion for Winter Aviation at TAC Air Salt Lake City.
(2012). Phillips 66 Aviation, Inc. Retrieved from
http://www.phillips66aviation.com/fbo/2012/december-2012.aspx
Veillette, P.R., (2004). Human Factors in Business Aviation Safety. Business and Commercial
Aviation, 95 (1), 96-99. Retrieved from the Strayer University database.

7. BUSINESS ANALYSIS 6
References
Boone, L.E., & Kurtz, D.L. (2013). Contemporary business (15th
ed.). Hoboken, NJ: JohnWiley
& Sons, Inc.
FBO- Fixed Base Operators. (1996-2012). Flytecomm. Retrieved from
http://www.trackaflight.com/solutions/fbo.html
Fixed-base operators face challenge. (2008). Mail Tribune. Retrieved from
http://www.mailtribune.com/apps/pbcs.dll/article?AID=/20081111/BIZ/811110303/-
1/rss14
Line Service Technician BFI. (2015). Clay Lacy Aviation. Retrieved from
http://www.claylacy.com/line-service-technician-bfi
What is a Fixed Base Operator or FBO?. (1997-2015). Presidential Aviation, Inc. Retrieved from
http://presidential-aviation.com/fbo/
Sheehan, J. J. (2003). Business and Corporate Aviation Management: On Demand Air
Transportation. New York: McGraw-Hill. Retrieved from the Strayer University
database
Signature Flight Support. (2013). BBA Aviation, Inc. Retrieved from
http://www.signatureflight.com/
Utah’s Legendary Powder Matched By Passion for Winter Aviation at TAC Air Salt Lake City.
(2012). Phillips 66 Aviation, Inc. Retrieved from
http://www.phillips66aviation.com/fbo/2012/december-2012.aspx
Veillette, P.R., (2004). Human Factors in Business Aviation Safety. Business and Commercial
Aviation, 95 (1), 96-99. Retrieved from the Strayer University database.