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success story

JetBlue - The Challenge


 Inconsistent, decentralized IT project management – slow response times and IT bottlenecks
 No formalized project delivery structure to support a rapidly growing department
 Frustrating, manual-based project tracking and status reporting
 No consistent or centralized repository for capturing and tracking changes to projects
 Inability to easily, collaborate with external JetBlue partners

The optimal use of technology is critical to the success of airline companies today. Whether it
is automated airline reservations, flight operations, telecommunications, Web site,
profile maintenance, check-in kiosks or in-flight entertainment – the performance, availability, and
New York-based JetBlue Airways reliability of these systems are critically important for an airline to operate and compete
has created a new airline category effectively.
based on value, service, and style.
Known for its award-winning service Continually aiming to improve its strength in technology, JetBlue has, over the past two years,
and free TV, as much as its low fares, optimized its systems and exponentially expanded its IT department to meet the challenge. As
JetBlue serves over 50 cities in 19 it realigned and grew, however, gaps emerged in how it managed its dozens of active projects.
states, Puerto Rico, Mexico, and the
“We lacked some of the central visibility we needed into the various projects and teams,” said
Caribbean with more than 500 daily
Alora Chistiakoff, IT manager for IT Revenue. “That was undermining our ability to give the
flights.
maximum value for our IT spend. We didn’t have consolidated views of how we were spend-
industry ing our time. We were tracking different data and metrics in different styles and schedules.
Without that consistency, we were attempting to roll that up manually – in Microsoft Word and
Transportation and Logistics
through e-mail – which was laborious, painful, and wasteful.”
quickbase solutions
“We wanted consistency in IT project governance for both IT and the business users we serve
IT Project Management so that we could be more responsive and manage expectations far better. That also applied to
IT Project Charter Management external partners we work with for services such as flight-status notification.”
Marketing Project Management
Learning Management
Resource Management
The Solution
 Familiar, cost effective solution to quickly address IT project management issues
who’s using quickbase
 Great home base for teams to see, share and update project info
Alora Chistiakoff, IT manager for IT  Clear and timely communication of critical information with automated reporting features
Revenue, and Tiffany Miley-Parks,  Seven QuickBase applications and two prototypes up and running in only three months
IT System Manager, and over 80 IT  Readily accepted and widely adopted solutions by JetBlue business users
project managers and business-unit
managers rely on QuickBase. Seeking a solution to quickly and efficiently address JetBlue’s IT project-management issues,
Tiffany Miley-Parks, IT System Manager, returned to a solution she’d used in the past
knowing that the customizable business applications from Intuit QuickBase were just what
JetBlue needed. “I was familiar with – and had successfully used – QuickBase previously,” she
said. “We signed up for a trial, started with the ready-made Project Manager Plus
application and quickly concluded that it was by far the fastest, most cost-effective and flexible
solution available. There was nothing to build, nothing to install, no hardware to purchase, no
resources to allocate. QuickBase took us off the hook for long-term management, scalability,
and support.”

The QuickBase Project Manager Plus application gives JetBlue a home base on the Web where
their teams can see, share, and update every detail of their projects – whether they’re working
Intuit QuickBase across the office or across the country. That means simple, clear, up-to-the-minute
communication: no more e-mailed spreadsheets or outdated documents.
100 5th Avenue, 7th Floor
Waltham, MA 02451
781-370-4414

www.quickbase.com
corpsales@quickbase.com
success story
“We were able to customize the application’s weekly status report table so that every week, our
project managers can update any activity for that week and expected activity for the following
week,” said Chistiakoff. “Now that they add in the current ‘project health’ based on where it all
stands, we can track week-over-week progress more easily. And we’ve recently added a change
log, so that we can maintain a single repository about the evolution of the project over time.”

JetBlue IT has more than 70 active IT projects of varying complexity – as well as another three
dozen on hold or awaiting a start date. Today, the user base for one of our QuickBase
applications is 80 people primarily located at the company’s two IT facilities in Forest Hills, N.Y.
and Salt Lake City. JetBlue business partners have also been given access to our QuickBase
applications to help ensure that joint developments for projects, like flight-status notifications
and web site re-design efforts are synchronized and aligned. Most of our users will use Quick-
the overall experience
Base for initial project setup, adding tasks, issues and risks, change log entries and weekly
status reports, which is the most-used aspect of the system.

According to Chistiakoff, the “Adoption of this system was really fast,” said Chistiakoff. “Once our users saw how straight-
forward it was to use, any resistance they may have had just melted. Our ability to customize
popularity of QuickBase has also played a big role here. If I receive feedback from a project manager about seeing
extends well outside of the certain fields in certain ways, I can make those changes immediately. Or better yet, we can
IT domain. “The people even set permissions to enable them to make changes themselves – giving them the ability to
create personalized reports. That has really led to the rapid, widespread adoption we’ve seen
who are the happiest are with QuickBase.”
the business users.”

The Results
 Self-service reporting for business users
 An effective way to tackle high-value back-burner issues
 IT bottleneck has been alleviated – business users now see IT as a friend
 No longer managing projects in Microsoft Word, e-mail, or spreadsheets

According to Chistiakoff, the popularity of QuickBase extends well outside of the IT domain.
“The people who are the happiest are the business users,” she said. “They receive ‘push’
reports on a regularly scheduled basis that show the status of their projects being worked on by
IT. They don’t have to hunt down a manager to get a status. Instead, they can get an update in
QuickBase, which is much more efficient and valuable.”

JetBlue is leveraging QuickBase in other areas of the company as well. “QuickBase expands
our repertoire of options,” Chistiakoff said. “Historically, we had built many of these
applications ourselves and that forced us to work on the larger projects. So the smaller groups,
who tend to have smaller projects, got overrun when it came to IT priorities. Now, using the
QuickBase platform, we are able to rapidly create and deploy QuickBase applications that
satisfy our users needs and also, continue to eliminate manual processes across the
organization.”

“My CIO is in love with QuickBase. He continually calls it ‘the best thing since sliced bread.’
Given what we’ve been able to accomplish in such a short time, I absolutely agree.”

Intuit QuickBase

100 5th Avenue, 7th Floor


Waltham, MA 02451
781-370-4414

www.quickbase.com
corpsales@quickbase.com