Quality Managament in EasyJet

Easyjet report

EXECUTIVE SUMMARY
This study will include the problems being currently experienced by easyJet. EasyJet
airline company have become one of the lowest ranked airline in United Kingdom. There have
increased number of customer complaints on Trustpilot and Tripadvisor. It will also examine the
right capabilities and competences to improve the quality of easyJet. Facilities like online
booking of tickets, online checking, baggage allowance, in- flight services like free meal and
paperer, magazine are provided. It will also assess impact of Kaizen on easyJet in terms of
delivering consistent and effective quality management. Further, recommendation for
improvement of EasyJet for higher operational efficiency and growth of business.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
1. Assessment of the problems being currently experienced by easyJet.....................................4
2. Examining the right capabilities and competences to improve the quality of easyJet............5
3. Assessment on the impact of the following techniques on easyJet in terms of delivering
consistent and effective quality management.............................................................................7
4. Recommendation for improvement of EasyJet.......................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality management is an effective measure which helps in ensuring that the task and
activities are performed in an effective and efficient manner in order to reach desired goals and
objectives of the company.
EasyJet airline company is a British low cost airline company, which was founded in the
year 1995 by Sir Stelios Haji- loannou. They provide services in around 32 countries whuich
includes 600 destination around the world.
In this report we are looking to identify the problems being currently experienced by
easyJet. This study will examine the right capabilities and competences to improve the quality of
easyJet. This study will further highlight and assess the impact of the following techniques on
easyJet in terms of delivering consistent and effective quality management to the customers.
Furthermore, this report will include recommendations or improvement of easyJet.
MAIN BODY
1. Assessment of the problems being currently experienced by easyJet.
EasyJet airline company is performing poorly, as it is receiving damning feedback across
the board which adversely affect the operational efficiency, performance and productivity of the
business Kontriková, (2018). EasyJet airline company have become one of the lowest ranked
airline in United Kingdom. There have increased number of customer complaints on Trustpilot
and Tripadvisor regarding to the services provided by the staff and crew members of EasyJet
airline company (The Challenges Faced by EasyJet. 2019). Customers were not happy with the
staff services as the gate staff is very rude, complaint and grievances not handled on time.
Customer are not satisfied with services provided by EasyJet airline company as they
don't feel value for money which leads to lower quality services and standards. The flights are
not on time and no before hand information was given to the customers or passengers in
regarding to the flight delay. This leads to major inconvenience for the passengers who are flying
with EasyJet airline company.
The main challenge faced by EasyJet airline company is that the customers were not
satisfied with the services provided by them and were giving negative feedback on the website
which leads to impose negative impact of the company. This lead to shift in customer and
adversely affected the profits and customer base for EasyJet airline company (Ashraff, Salleh
and Latif, ( 2017)). They suffered a great loss on financial performance which leads to reduce in

cost. Increase in number of competitors was a major challenge for EasyJet airline company.
Increase in oil prices leads to major problem for EasyJet which adversely affect the performance
and leads to lower profit margins for the company (Oborune, 2016).
Another problem faced by EasyJet airline company is that they have poor claims
handling score which leads to unsatisfied customers. Staff and crew members are not well
trained to deliver their services with immense excellence. Staff of EasyJet company are a major
disappointment which adversely affect the services provided by them and leads to delay in
complaint handling. The prices are too high which adversely affect the operational efficiency of
EasyJet airline company which leads to high customer turnover and lower profitability for the
company (EASYJET: THE BIGGEST CHALLENGES FACED BY AIRLINE'S NEW CEO,
JOHAN LUNDGREN, 2019).
EasyJet airline company have zero customer care as they are unsatisfied with the
services provided by them which leads to lower operational efficiency and performance for the
airways. Increase in disappointment and unsatisfied customers affect the brand image of the
company which affect the competitive position and negative market share. Delay in flights,
cancelled flights, high fare prices, high oil prices, unsatisfied customers, delay in grievance
handling, untrained staff leads to major problem for EasyJet airline company and also adversely
affect the operational efficiency, performance and productivity of the business.
Another major challenge faced by EasyJet airline company is environmental and
economic challenges. Increase in number of laws, legislations and policies in which it operates
is a major challenge for the company which leads to lower operational efficiency and standards.
2. Examining the right capabilities and competences to improve the quality of easyJet.
EasyJet airline company focus on providing safe and secure services to the passengers by
providing high quality services to the customers which leads to higher operational standards and
efficiency (Milkiewicz, 2015). EasyJet airline company aim at providing various facilities to the
customers according to their needs and wants, which leads to higher customer base and profits.
Facilities like online booking of tickets, online checking, baggage allowance, in- flight services
like free meal and paperer, magazine are provided. Great deals and offers tend to attract large
customer which leads to higher operational efficiency, performance and productivity of EasyJet
airline company. The key competitors of EasyJet are Flybe, Norwegian Air Shuttle, Pegasus
Airlines, Ryanair, Vueling Airlines, Wizz Air. Merger and acquisition with well known

companies can lead to higher sustainable growth and profitability for the company (Malighetti,
Paleari and Redondi., 2015). Low cost fare charges attract large number of customers from
across the world which leads to increase operational efficiency for the company. Customers are
experiencing cheap and professional flying journey with effective customer service, enough
legroom, comfortable seat, food and beverages, in- flight entertainment, value for money,
cleanliness and check in boarding facilities for the passengers. Implementation of effective
online business strategy helps in company in reaching more heights and success for the EasyJet
airline company.
EasyJet airline company is a low cost airways which helps company in implementing
digital and technology driven initiatives into the company to reach higher goals and objectives
for the EasyJet airline (Cattaneoand et.al., 2018.). This helps company in reaching higher
competitive advantage which leads to sustainable growth and development of the airline
company. Providing effective and efficient services to the customers at attractive prices helps in
gaining sight of large number of customers across the world. EasyJet airline company focus on
expanding their business mainly in European market and also in other parts of the world. Reliability: It is an overall consistency and desirability of the overall management
function. This aims at analysing the quality of the services provided by the staff and crew
members of EasyJet airline company. Easyjet offers satisfactory economic flights with
extensive flight schedule across Europe. It offers personal experience to passengers by
effectively handling conflicts and grievance of the customers. They offer safe and
comfortable journey experience to the passengers (Costantino and et.al., 2016). Responsiveness: Responsiveness means responding to the customers as quickly as
possible by effectively handling the grievances. EasyJet airline company delay at
handling the conflict and grievances of customers which leads to unsatisfied customers
and large turnover of customers due to their ineffective quality management service. Assurance: Assurance means providing safe and effective services to the customers and
preventing mistakes ad defects which leads to lower operational efficiency and
performance for the EasyJet airline company. Assurance helps in reducing wastage and
maintain profit margins for the airlines company. EasyJet airline company aim at giving

best quality service to its customers which helps in maintaining competitive advantage
for the company.
 Empathy: Empathy means experience, thoughts, emotions and feelings of the customers.
EasyJet airline company have delay in decision making which leads to negative feedback
for passengers (Cui and Li, 2017). The quality of services provided by EasyJet airline
company is not up to the mark with its customer retention and satisfaction which leads to
delay in complaint and grievance handling.
Easyjet has unparalleled network with effective increased presence in the right competent
markets which helps EasyJet airline company to maintain a competitive advantage position in
the market. EasyJet is a well known brand who focus on delivering safe and reliable services to
the passengers. It also offers low cost service and effectively maintain EasyJet's structural cost
advantage for the company for sustainable growth and development of the company. EasyJet
airline company has strong balance sheet with driving revenue growth with leveraging quality,
digitalization and innovation. EasyJet airline company also have disciplined capital which leads
to effective financial performance and success for the company.
3. Assessment on the impact of the following techniques on easyJet in terms of delivering
consistent and effective quality management.
EasyJet airline company focus on delivering consistent and effective quality
management to the customers which helps in long term sustainable growth and development of
the company. Kaizen is a total quality management tool which helps in effectively analysing and
evaluating the betterment for the continuous improvement and growth of the EasyJet airline
company (Androniceanu, 2017). Kaizen is referred to as the continuous improvement tool by
each and every employee to achieve log term goals and objectives of the company and also leads
to higher operational efficiency, performance and productivity of the business. It helps in
evaluating positive transformation by effectively implementing strategies into action to achieve
long term goals and objectives of the company.
Kaizen helps in implementing new and innovative services which helps in maintaining
competitive advantage and higher market share. Kaizen model focus on improvising the
teamwork and building effective network and relationship between employers and customers.
This model helps in improvising the quality of service for EasyJet airline company which leads

to satisfied customers and higher customer retention rate for the company. Kaizen model in total
quality management focus on improved suggestion to provide best quality services to the
customers. EasyJet airline company focus on improvising by implementing new and innovative
technology for providing best quality service to the customers.
EasyJet airline company focus on maintaining standards which helps in delivering
consistent and effective quality management. This helps in solving conflict and grievance of
customers as quickly as possible which leads to high satisfied customers and positive feedback
from passengers.
Kaizen focus on five corer principles which helps in higher operational efficiency for
EasyJet airline company (What is Kaizen ? - Five S of Kaizen, 2019). This mainly includes: SEIRI: This is referred to as Sort out. This helps employees, staff and crew members to
effectively organize the things which leads to higher operational efficiency and standards.
This helps in effectively sorting things so that work is performed smoothly with
coordination between different departments. SEITION: This stands for systematic arrangement by keeping everything in order to gain
higher operational efficiency and standards. They focus on delivering effective services
in a systematic and efficient manner which leads to higher customer satisfaction and
retention. SEISO: This stands for shining. Keeping aircraft clean and hygienic leads to high
satisfied customers. This helps in assigning roles and responsibilities to each employees
by effectively identifying their skills and experiences. De- cluttering of workplace helps
in effectively analysing the unproductive source which leads to higher operationla
efficiency for EasyJet airline company. SEIKETU- SEIKETU: This is referred to as standardization. EasyJet airline company
must maintain specific guidelines, policies, laws and rules to give best safety measures to
the customers. They must maintain certain standards in order to gain superior quality
service and safety to customers. Every individual in each department must know their
duties and responsibilities well for delivering consistent and effective quality service to
the passengers of EasyJet airline company (Pinto and et.al., 2018).
 SHITSUKE: This is referred to as sustaining. They focus on establishing new ways for
effective operations of the company which leads to long term sustainability growth and

development of the business. Continuous improvement leads to better quality services,
less wastage and higher productivity.
Implementation of Kaizen quality management tool in EasyJet airline company focus on
continuous improvement which leads to higher profit margins and also helps in sustainable
growth and development of the business. They focus on satisfying their customers by providing
them with best quality service and also helping them out with grievance handling as quickly as
possible. They focus on standardizing their work which leads to more coordinated teamwork and
helps in building effective network (Collinson, 2015). This model aims at improving safety with
increased efficiency and giving proper training to employees. EasyJet airline company also focus
on effectively utilizing the resources to achieve continuous and incremental improvement.
Implementation of this model helps in higher employee satisfaction by creating an effective
positive atmosphere for higher growth and success of EasyJet airline company.
4. Recommendation for improvement of EasyJet.
Implementation of various effective innovative strategies helps EasyJet airline company
in maintaining its competitive position which leads to sustainable growth and development of
business (Urbano, 2017). Adaptation of innovative marketing strategies gives immense
opportunity to penetrate new market which leads to higher market share and profit margins.
Effective marketing strategies helps in building positive brand image and goodwill for EasyJet
airline company (EasyJet: Lessons In How Not To Serve The Customer, 2018). Implementation
of high load factor and effective aircraft utilization helps in reducing maintenance cost for
EasyJet airline company.
EasyJet airline company being low cost airline gives them a competitive advantage
which leads to long term sustainable growth and development of the company. Online
digitalization of technologies adds much more convenience to the customers or passengers of the
EasyJet airline company. Online digitalization helps passengers to get all new updates regarding
the flight for effective communication and practices between airways staff ad passengers (ow
easyJet uses digital to drive competitive advantage, 2019). Implementation of various mobile
application helps in making travel much more easier with EasyJet airline company. It helps to
effectively guide travellers in order to make travelling more easier, cheaper, safer and convenient
for customers. Effective implementation of laws, policies and guidelines helps in meeting desired
goals and objectives of the company which leads to higher operational efficiency, performance

and productivity. Digitalization helps in improvising the quality of the staff and their services for
more satisfied customers and also leads to reduction in paperwork (Geiger, 2016).
Effectively expanding its market through corporate restructuring with the mode of merger
and acquisition helps EasyJet airline company for long term sustainable growth and development
of business and helps in achieving long term future goals, objectives, mission and vision of the
company. EasyJet airline company focus on hiring productive employees and give training to
increase the skills, attitude and knowledge in order to gain higher operational efficiency for the
company (Morlotti and et.al., 2017). EasyJet airline company focus on giving best quality
services to the customers by effectively handling the grievances and conflicts (Improving
customer experience, 2019). They must measure customer satisfaction by taking regular
feedback which leads to continuous improvement in customer service. They also focus on taking
effective environmental measures to reduce carbon footprint into the environment. EasyJet
airline company is well known for its low cost fare, they should also give loyalty cards to
customers for more benefits, which leads to higher profit margins and customer base for the
company (Cattaneo and et.al ., 2018).
CONCLUSION
From the above study it has been summarized that, Quality management helps in
determining the quality policy and majorly focus on customers and their needs to provide best
quality services in an effective and efficient manner. This study concludes that, EasyJet airline
company is suffering from negative feedbacks, ineffective staff and lower customer grievance
handling. It has been examined that, EasyJet airline company is reliable and assure safety.
Furthermore, it has been examined that implementation of Kaizen total quality management
model helps in delivering quality service to the customers which leads to increased customer
satisfaction. Effective recommendation like implementation of digital technology, expansion
hel;ps in improved customer service.

REFERENCES
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Androniceanu, A., 2017. The three-dimensional approach of Total Quality Management, an
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Collinson, S., 2015. Kaizen. Wiley Encyclopedia of Management, pp.1-1.
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Oborune, K., 2016. Corporate Social Responsibility. A Comparative Study of Ryannair and
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Pinto, J.L.Q and et.al., 2018. Lean Manufacturing and Kaizen. In Just in Time Factory (pp. 5-
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