Benchmarking Impact on EasyJet Airline Quality

This assignment investigates the impact of benchmarking techniques on EasyJet's ability to deliver consistent and high-quality services to its customers. It examines various benchmarking methods employed by the airline and provides specific recommendations for enhancing quality and addressing existing challenges. The report delves into both the strengths and weaknesses of EasyJet's current approach, proposing actionable solutions for improvement.

MANAGING QUALITY IN
HOSPITALITY, TOURISM
AND EVENTS

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
The current problems experienced by EasyJet............................................................................1
To what extent the organization is having right capabilities and competencies.........................2
Usage of bench-marking in terms of delivering consistent and effective quality management. 4
Recommendation.........................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
It is important for hospitality organisations across the world to manage quality in order to
achieve growth and ensure required development. The below report explores the quality
management of EasyJet Airlines. EasyJet Airlines is a British low-cost airline which is
headquartered at London Luton Airport. The report outlines the current problems faced by
EasyJet and examines to what extent the organisation is having the capability and competences
to improve quality (Al-Dhaafri and Al-Swidi, 2016). Furthermore, it assesses the impacts which
benchmarking is having on the airlines and provides important recommendation in order to better
its quality.
MAIN BODY
The current problems experienced by EasyJet
EasyJet is currently facing issues in managing its quality. Its customers are not satisfied
by the sold products and provided services, in order to maintain this the organization makes use
of a number of strategies. It is important for the organization to develop its products and services
as per the needs and requirements of the quality in order to ensure better product development
and growth. The organization in the current scenario is facing a lot of issues related to quality
and management of quality. One of the major issues which the organization is facing is having
the right skilled employees. The Brexit issue has made United Kingdom to face employment
issues and ensure its people with the jobs that pays them well. It has made organizations across
the United Kingdom to face issues of growth and management and seeking the right skilled
employees. It has become difficult for the organization to hire the employees which are
appropriate in order to achieve required growth and development and ensure proper management
practices.
It is important for the organization to make use of effective strategies in order to deal
with this scenario of employee recruitment. The situation of Brexit has provided freedom to the
hospitality organizations to look beyond their current needs and fulfill their own needs. EasyJet
in order to ensure employee management can make use of new promotion techniques in which it
can explain and write those chosen skills which are required by the organization to ensure set
growth and development (Androniceanu, 2017). Along with it, the organization can increase the
salaries provided to its employees and make it higher than its competitors. It is going to attract
more and more employees towards EasyJet and can ensure better growth and development.
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The recent customer reviews on Trip Advisor and Trust-pilot, the other problems which
is faced by the organization in order to maintain good total quality management (TQM) is
provision of better food during their flights. It has been found out that when customers travel in
the airlines, it is important for them to have good food and beverages provided by the airlines.
Otherwise, they do not receive proper satisfaction. It is important for EasyJet to improve its food
quality and provide new options to its customers in food and beverages. This is going to help the
organization in receiving better total quality management (TQM) and ensuring better customer
satisfaction.
Along with this, EasyJet is facing issues from the increase in fuel prices. In its present
condition it has become difficult for the organizations to buy high quality fuel. Purchasing of
high quality fuel makes the organization face issues in profitability. It is important that at this
stage the organization, focuses on increasing its profitability from the provision of better services
and by increasing the practices of advertising and promotion (Aquilani, B & et.al., 2017). This
can help the organization to ensure that it is buying high quality of fuel and ensuring customer
safety as well.
One of the core and major issues faced by EasyJet includes the issue of sustainability.
Today, It has become essential for the organizations to become sustainable in order to deal with
the challenges of climate change and global warming. These challenges makes it difficult for the
organization to operate freely and ensure that required development and growth its being
achieved. The issue of sustainability implies policies of practicing green environment, produce
and manufacture products and services which are as per the set guidelines of sustainability.
EasyJet in order to maintain all these aspects has to invest large sums of money in bettering its
environment and follow the procedures of sustainability.
The above explored challenges and problems experienced by EasyJet tends to create such
situations for the organization which makes it face the issues of profitability, lack of growth etc.
It is important for the organization to set up appropriate management and team in order to deal
with these challenges and ensure proper growth and development (Bolatan & et.al., 2016). It can
help the organization to gain a market advantage and receive new reputation.
To what extent the organization is having right capabilities and competencies
EasyJet is having an employee base which consists mostly of the younger employees. It
allows the organization to achieve set growth and development and ensure that is achieving its
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goals and objectives properly. In order to maintain better quality within the organization and it is
important for the organization to have an employee base which is supportive enough to achieve
required growth and development. It explains that the current capacity of the organization
employees is capable enough to take it to the required quality improvements. The employees of
any organization are the core aspects which helps it to maintain a better quality of its products
and services within its customer base and the overall organizational environment as well.
The current employees of the organization hold enough capability from which the current
problems which the organization is facing in terms of maintaining a better quality can be
resolved. Problems such as the issue of sustainability, its particular needs and requirements needs
can be solved if the employees are provided with required training and development
opportunities (Kiran, 2016). It can help the organization to reach new level of development and
ensure that required growth and objective is being achieved.
Along with it, as per the financial reports of EasyJet, it can be seen that the organization
is having good profit margins since the past two years. This capability can help the organization
to improve its provision of services to its customers. Better profitability means the organization
is having required amount of money which can be invested to ensure better quality of the
products and ensure required growth is being achieved. Along with it, investment in improving
the quality and services (such as customer feedback, reservations, etc.) can help the organization
to reach new level of growth and success and maintain a better consumer advantage.
The management of the organization is better in practices of planning and assessment.
Better planning in the time of crises and at the time when organization is suffering from these
issues can provide it with a better direction in which better growth and success can be ensured.
Currently, the organization is facing large issues in maintaining better quality of its products and
services within its customer range (Ngambi and Nkemkiafu, 2015). A management which is
secure and is better in the practices of planning and assessment could help the organization in
maintaining its quality and assure better product development. Along with it, the management
can provide and prepare effective strategies from which the organization can reach to new
potential of growth and can ensure required market success.
Other capabilities which the organization is having is a better market reputation and
better customer advantage in these markets. A good market reputation can allow the business to
ensure that the changes which are being made in the organization are making success within the
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organization and in the outside environment as well. It becomes easy for the organization to
track the changes from a good market reputation (Obeidat & et.al., 2016). Customer tends to
provide immediate feedback when a service provided by the organist is good or bad. It helps the
organization to make changes accordingly and ensure required growth and development.
The core competencies which the organization is having includes its power of customer
retention. Most of the time organizations across the world tends to lose their customers when the
issues of quality arises. It takes a huge amount of effort and strategies for the organization to
regain the same consumer base. For EasyJet, its management and employees hold the necessary
skills to retain its customers. It helps the organization to have a better competitive advantage and
achieve set growth and development. Other capabilities such as better communication, a good
teamwork environment are some core competencies which helps the organization to reach new
level of growth and development and ensure a better market advantage along with improving its
overall quality in the provision of products and services.
Usage of bench-marking in terms of delivering consistent and effective quality management
Bench-marking is one of the finest and the most effective ways used by the organizations
across the world in order to manage and ensure better total quality management (Paliulis and
Labanauskis, 2015). This allows the organization and its business to reach new level of growth
and make effective use of the set standards. It is one of the most effective strategies and systems
that enhances the quality of the organization products and services and ensures better growth and
development.
The method of Bench-marking emerged 1980's when ford, xerox and Motorola became
the pioneers of bench-marking in United States of America. It refers to process from which an
organization measures its services, products, practices and against it most difficult competitors or
the organization which are leaders in the same industry. In quality management, the total quality
management practices and tools are used by the organizations to ensure a better quality
management.
The usage of bench-marking practices in EasyJet can help the organization in reaching
new prospects of growth and maintaining the finest quality within the industry. As per the
current financial statements of EasyJet. The overall organization's profitability is decreased by
26% from 15%. It happened only because the quality of its products and services were not
appropriate to the set standards. In order to improve this, it is important that the organization
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makes use of bench-marking in order to resolve its issues of profitability. Below mentioned in
what manner bench-marking can help EasyJet. By identifying areas in which the business is over and under performing: The set
bench-marking standards can help EasyJet to understand and evaluate those areas which
are both under and over performing. It checks and evaluates the facility management
within the organizational environment which in turn maintains and develops better
quality of products and services. EasyJet can effectively advance its overall quality
management from the help of this approach in managing better quality Performance Improvement: The methods which are followed under bench-marking
under Total quality management allows the organization to reach higher level of growth
and ensuring better quality as well. It evaluates the performance of the employees and
helps the organization to reach new growth prospects (Psomas and Jaca, 2016). Along
with it, it evaluates the organization's employee performance and tends to develop
themselves according to the needs and requirements of the organization. The organization
when receives better employee performance, it helps them to enhance new level of
growth and provide its customers with quality that can beat competition and seek new
growth.
 Setting new standards: Bench-marking in quality management often allows the
organization to set new standards. These standards are set in order to achieve required
growth and development (Suwandej, 2015). Employees when work as per the set
standards by the organization it helps them to receive new growth and achieve better
market advantage. It is important for the organization to set such standards which can
ensure better reliability and responsiveness. Once these standards are set, the organization
tends to achieve required growth by measuring the performance and quality by set
standards. It enhances both the employee's growth and allows the organization to reach
and develop higher level of potential. It is not important to invest a lot in quality and its
management once the set standards are as per the requirements and needs of the
organizations vision. It can directly impact and change the perceived quality of its
customers and bring success.
The above explained points explore in what manner bench-marking can change and
enhance the performance of the organization. Also, they explain the ways in which EasyAir can
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maintain its quality and performance to beat the current competition and deal with the challenges
faced. The organization can enhance its quality and can make way for new developments (Ross,
2017). This can allows the organization to reach new growth prospects and achieve new growth
and development and ensure that its customers are receiving the finest quality of the products
and services.
Recommendation
The above evaluations and comprehensions showcases that the organization is facing
huge troubles in maintaining its quality over its products and services. It is important for the
organization to make use of such strategies and approaches which can help it to reach new level
of growth and enhance its overall market growth and share along with quality. In order to do this,
it is important for EasyAir to install quality systems such as Bench-marking and make use of
total quality management to provide better assurance of the provided services. These approaches
can help the organization to reach new level of growth and provide them with better aspects of
being growth-orientation and becoming a successful airline.
Along with it, the organization can enhance its employees motivation. Employees when
provided with better motivation tends to work more efficiently and tends to perform as per the
set quality standards of the organization. It helps the organization to ensure that they are working
as per their complete potential and demonstrating their knowledge and skills really well. This
effort of the organizations can help the employee to develop their morale and continuous
learning. Along with it, it helps it to maintain the finest quality from which growth and success
can be achieved. The strategies in which employee motivation to enhance the quality can be used
includes increasing the employee salaries.
Allowing them to communicate more with the management in order to understand what
are their own particular needs and requirements. Also, better strategies can be used within the
organization to achieve set growth and development from developing employee morale and
making them feel appreciated. These all efforts can help the organization to reach new level of
growth and create a quality in its products and services which can enhance the development of
the organization and can help it to achieve required profits. Along with it, the systems of Total
Quality Management and bench-marking can reduce the high costs which are invested by the
company in order to maintain better quality of the products and services.
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CONCLUSION
From the above report it is observed the major reasons and issues being faced by EasyJet
airlines and also the report highlights the right capabilities and competencies required to improve
its service quality. Further the report stated the impact of Bench marking techniques on EasyJet
airlines to provide a consistent and effective quality services to the consumers. Further the report
includes the recommendations and suggestion regarding its quality improvement and for the
solution of the issues the airline is facing currently. The report concludes by making a deep focus
on the study of problems and issues of the EasyJet airlines as well as different techniques to be
applied as solution to these issues and improvement of its quality.
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REFERENCES
Books and Journals
Al-Dhaafri, H. S. and Al-Swidi, A., 2016. The impact of total quality management and
entrepreneurial orientation on organizational performance. International Journal of
Quality & Reliability Management.33(5). pp.597-614.
Androniceanu, A., 2017. The three-dimensional approach of Total Quality Management, an
essential strategic option for business excellence. Amfiteatru Economic.19(44). pp.61-78.
Aquilani, B and et.al., 2017. A systematic literature review on total quality management critical
success factors and the identification of new avenues of research. The TQM Journal. 29(1).
pp.184-213.
Bolatan and et.al., 2016. The impact of technology transfer performance on total quality
management and quality performance. Procedia-Social and Behavioral Sciences. 235.
pp.746-755.
Kiran, D. R., 2016. Total quality management: Key concepts and case studies. Butterworth-
Heinemann.
Ngambi, M. T. and Nkemkiafu, A. G., 2015. The impact of total quality management on firm's
organizational performance. American Journal of Management. 15(4). p.69.
Obeidat, B. Y and et.al., 2016. The effect of knowledge management uses on total quality
management practices: A theoretical perspective. Journal of Management and strategy.
7(4). pp.18-29.
Paliulis, N. K. and Labanauskis, R., 2015. Benchmarking as an Instrument for improvement of
quality management in higher education. Business, management and education. 13(1).
p.140.
Psomas, E. L. and Jaca, C., 2016. The impact of total quality management on service company
performance: evidence from Spain. International Journal of Quality & Reliability
Management. 33(3). pp.380-398.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Suwandej, N., 2015. Factors influencing total quality management. Procedia-Social and
Behavioral Sciences. 197. pp.2215-2222.
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