Strategies for Monitoring and Improving Quality Customer Service at Qantas Airline

Manage quality customer service
Individual questions
BSBCUS501
Rounak Sanati
Student number: 354910942
LA019809
22/08/2018
Assessment 3

Name: Rounak Sanati
Student Number :354910942
Unit Number: LA019809
Assessment 3
1
Task 1
a) Strategy that Qantas airline manager outlines to monitor improvement in quality of
customer service.
Qantas airline believes that if we have to survive in this business world we must make
our presence on the digital platform. Hence, Qantas can make use of real-time system
team whose responsibility will be to collect all the data related to the traffic flow of the
customer and potential customers to understand their product/service needs. Company
can also use real-time system to analyze the order of expectations of the potential
customers (Hanna, Rohm and Crittenden, 2011). Today is the time of numbers, we
cannot say words like we have achieved this or we have improved a lot. Immediately the
next question after giving this statement will arise “how much”. To resolve this query the
company has adopted the trend of data science. As, per the study of neuroscience and
behavioral economics the statistical technique have actually given a new large platform
of knowledge (Martin and Todorov, 2010). Hence Qantas make use of this platform to
heighten companies’ credibility and also increases the effectiveness of companies’
quality.
b) As a manager find the resource and use it in strategy to improve customer quality
service
As a manager it become main responsibility to monitor the online behavior of the
employees of the organization while interacting with the customer as well as their search
history, which we give us an idea what kind of skills they are actually looking for. By
studying online behavior our employees are need of resource management, developing
action plan and better use of RM software. Our organization will work on resource
management process in which company will use three necessary steps to ensure better
utilization of the resources. First step will be planning the things in advance, as everyone
is aware that time is money so it is better to make our self-ready for what to do (Liu and
Gao, 2015). Second step will be following a systematic approach in which, with the help
of previous performance a bench mark will be set up and formation of action plan will be
included which will come in to action if things do not go right. Third step will be use of
technology to monitor consumption of resources (Orlikowski, 2009). In this step resource
management software will be use which will take care of actions that are used in
enhancing the operation of the company. A proper training will be provided which will
help employees in understanding large verities of useful features; one feature is Time