Executive Summary The poor performance trends which happened in the operation of Malaysia Airline System Berhad (MAS) since year 2011 had enforced the necessity for their management to engage the external expertise to conduct a study by critically review their current operational strategies which applied. Besides, management also requested to examine the discrepancy between their operation’s framework with current market’s expectation in order for their implementation of future improvement policies. The analysis started with the introduction of MAS, follow by recognizing MAS current framework which applied, identifying both internal and external customers of MAS, analyzing their competitive advantages, verifying gaps which happened and finally summed up and providing together with logical recommendations. This report been completed by using secondary data and quantitative data analysis. Report also been furnished with application of related operation manage
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