This briefing document discusses the quality issues that may have impacted British Airways and examines the extent to which the company has financial capabilities and competent staff for improving quality. Recommendations are provided for improving the quality of services.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Managing Quality
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Table of Contents INTRODUCTION...........................................................................................................................1 MAIN BODY...................................................................................................................................1 3 underlying reasons for poor quality which may have impacted British Airways...............1 Examining the extent to which British Airways has financial capabilities as well as competent staff for improving quality......................................................................................................2 Recommendations to British Airways for improving quality of the services........................3 CONCLUSION................................................................................................................................3 REFERENCES................................................................................................................................4
INTRODUCTION Managing quality is defined to the action that helps in overseeing entire activities and operations which should be accomplished at desired excellence level. The concept comprises of determining quality policy, devising and executing quality planning along with assurance, controllingandimprovements(Graham,2018).Thebriefingdocumentispreparedby considering British Airways which is UK based Airline Company that has its headquarters in city of England, United Kingdom since the year 1974. The briefing document highlights quality issues that may have impacted the company and the extent at which the organisation has financial capabilities addition to competent staff for the purpose of improving quality. At last, recommendation is provided to the business concern for improving quality of services. MAIN BODY 3 underlying reasons for poor quality which may have impacted British Airways Quality issue is termed to the suspected deviation in performance of company which is not upto determined excellence. In present era, all entities face some of other quality issues. It has been found that they main quality issue through which British Airways is impacted at huge extentareunstructuredperformanceproblem.Thecompanyhasshapelessproceduresof activities due to which it fails to deliver desired quality level of performances to its customers. Following are some of reasons for the poor quality that results in negative impacts to British Airways: One is poor knowledge about the desired quality choices of customers. It is seen that British Airways have limited knowledge related to the level of customer choices related to the quality performances. When customers were unsatisfied with the performances of the company then it impacted negatively on the entity in context to managing customer base and so on(Fitzsimmons, Fitzsimmons and Bordoloi, 2014). For example, a business man was expected a good quality of breakfast with the ticket. However, British Airways was not having any knowledge about it and due to this the business was shocked with the poor presentation as well as quality of breakfast that may impact the brand image of enterprise. Another is ineffective research for demand of required performances by the audiences (Mishra- Patricio, Nish, 2018). It has been perceived that British Airways has performed 1
ineffective research related to number of customers satisfied and unsatisfied with its qualityofservicedelivery.Asitsoneofcustomerwasnotdismayedbythe underwhelming from the performance and the passenger vowed to not use it again. The company did not research for such action of customers and due to this its recognition in the market might be impacted to huge extent. The last is personal problems which are reflected in operations. It is analysed that when employees of the company are in some problem then it is reflected in the performance levels of the operations(King and Et. Al., 2006).In case with British Airways, its employees have some issues with the compensation, benefits and other requirements that are not provided to them from long timings. Because of all these, the company is facing unstructured performances which can impact on overall business. Examining the extent to which British Airways has financial capabilities as well as competent staff for improving quality Financial capabilities are the set of attitudes, skills, self-efficacy that are required for making along with exercising decisions related to money management which fits best to circumstances of an organisational life. In context to British Airways, it has huge financial capabilities in terms of revenues and net income. At present, the company has revenues of approx £13,020 million along with net income of £1,952 million that can be used to great extent for the purpose of improving quality. It can be said that the entity can invest in adopting various technologies such as Artificial Intelligence that can deliver well quality services to customers and also fit level of quality for delivery performances. This will help in improving current performance quality to huge extent (British Airways, 2020). British Airways has more than 45000 competent staff in which around 16500 are cabin crew, 3900 pilots, 4700 engineers and rest are ground level employees. Moreover, the company also employs graduates from more than 145 nations each year (Competent staff at British Airways,2019). The company can improve quality in the performance through organising training sessions and development programs that will enhance skills and knowledge of current and new manpower for performing activities in the manner that makes customers happy and satisfied. Along with this, it can also merge with other airline company so that it can share resources in the manner that results in uplifting quality of performances. 2
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
Recommendations to British Airways for improving quality of the services TheBritishAirwaysisrecommendedtouseKaizenapproachthatistotalquality management concept for the purpose of improving quality in the services and performances. Kaizen refers to improvements in practices, workings and many more in continuous manner. By using the recommended TQM concept the company will be able to reduce wastage of resources, simplify and structures working processes, improve safety, enhance employee along with customer satisfaction and deliver better quality services. To implement the concept, management team of British Airways can follow certain procedures that are involving employees, finding issues,thinkingandascertainingsolutions,implementingeffectivesolution,monitoring activities, standardising practices and repeating the procedure. With this, it will achieve success in improving overall quality at workplace. CONCLUSION The mentioned briefing document concludes that it is important to all organisations to manage desire level of quality in performances so to gain successful results. The main problem faced in entity is unstructured performance issues that can impact on the business to huge extent. The entity can use its financial capabilities as well as competent staff for improving quality. At last, Kaizen approach is recommend to the entity for improving current quality of services. 3
REFERENCES Books and Journals: Graham, A., 2018.Managing airports: An international perspective. Routledge. Fitzsimmons, J., Fitzsimmons, M. and Bordoloi, S., 2014. Service management: Operations, Strategy, Information Technology, 8thed. New York, US: McGraw Hill Education. King and Et. Al., 2006. Managing for Quality in the Hospitality Industry. New Jersey: Pearson Education Limited. Mishra- Patricio and Nishi., 2018. Managing Quality in Hospitality, Tourism and Events (Custom textbook), Pearson: Harlow. Online: BritishAirways.2020.[Online].Availablethrough:< https://www.britishairways.com/travel/home/public/en_us/> CompetentstaffatBritishAirways.2019.[Online].Availablethrough:< https://mediacentre.britishairways.com/factsheets/details/86/Factsheets-3/33 > 4