Delta Air Lines: The Latin America Contact Center Decision
Case number:
A03-04-0011
Abstract
Delta Air Lines has decided to consolidate its reservations centers in Latin America into one regional office. This new consolidated office will be Delta's Latin America Contact Center, handling reservations for the entire Latin American region. The executives on Delta's site selection team have narrowed down the company's choices of a location for this Center to three options: Mexico City, Mexico; Buenos Aires, Argentina; and Santiago, Chile. Mary Smith will be helping to make the recommendation as to which country Delta should choose.
Teaching
The case can be used in a number of contexts. It is appropriate to use in any course or module dealing with issues related to foreign investment or negotiations between multinational corporations and host country government. It can also be used in a course on comparative business environment or the business environment of Latin America. In a course on international development, it could be used to demonstrate effective ways of attracting foreign direct investment.
Case number:
A03-04-0011
Subject:
Business
Government
International Policy
Year:
Setting:
Latin America
Length:
10 pages
Source:
Private/Field