Reasons for Poor Quality and Recommendations to Improve Quality at British Airways

British Airways
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Contents
INTRODUCTION...........................................................................................................................3
TASK 2............................................................................................................................................3
1. Reason for poor quality that impacted British Airways.....................................................3
2. Evaluation to what extent British Airways has competent staff and financial capabilities to
improve quality.......................................................................................................................4
3. Recommendations to British Airways to improve quality of their service........................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
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INTRODUCTION
Hospitality industry is wide and involve food & drink service, transportation, theme parks,
event planning and so on. In the service industry, hospitality sector contributes a major part and
ensure to fulfil the needs of customer. It is important for hospitality industry to maintain quality
and offer on-time service to customers in order achieve growth as well as success. For the
present report, British airways is taken into consideration. It is the second largest airline that is
headquarter in London, United Kingdom. It was founded in the year 1974 and at present it give
service in more than 185 destinations. The report covers the reason of poor management of
airways along with the financial capabilities and staff member’s competencies to improve
quality. Moreover, recommendation is given in order to improve services and total quality
management concept is discussed in the report.
TASK 2
1. Reason for poor quality that impacted British Airways
According to the case study, it is determined that British Airways offered food which is of
low quality to the passengers due to which customers did not want to consume services. In
addition to this, its managers and staff members did not handle customer complaints and did not
give priority to resolve them. One of the reason is, the company has incompetent call centres.
The customer service team is not able to solve the queries of passenger and customers were not
answered if the flight delays and cancelled (Chao, Tan and Wong, 2018). Customers call hold for
more than an hour but did not get reimbursement easily. In addition to this, the company is
focusing on marketing and external factors and did not put eyes of what is being internally done
by the employees or the staff members. Another reason is, not checking the quality of food
before serve the passengers and due to this, the market image of company decline and impact
negatively on the overall performance. The management team did not monitor and check
performance of staff members and did not gain knowledge regarding customer complaints which
is the main reason of poor quality service of British airways. In order to maintain quality and
handle customer queries in an effective manner, it is essential to provide training to customer
service team and evaluate their performance on continuous basis.
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