The NetJets Set - ' NetJets Base Case '
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NetJets Base Case
Headquarters: 581 Main St., Woodbridge, NJ 07095
Phone: (732) 326-3700
Business: Offers fractional ownership of business jets. Operating fleet of some 500 planes, making more than 250,000 flights a year.
Chief Executive Officer: Richard Santulli
Chief Information Officer: Mike Midkiff
Financials in 2002: About $2 billion in revenues. The Berkshire Hathaway subsidiary doesn't release profit and loss figures.
Challenges: Push information on customers' needs out to pilots and flight crews. Create discernible value for private-charter services at a time when commercial airlines are slashing fares to attract fliers.
Baseline Goals:
Reduce telephone calls to Columbus, Ohio, operations center by at least 25%, to save $2 million a year.
Increase efficiency by at least 20%, by automating processes that let customers change meal orders, hotel reservations and other aspects of their travel.
Improve customer service, to maintain or increase perceived value of fractional jet ownership.
Projects: Processes 
