Quality Management in EasyJet Airline

QUALITY MANAGEMENT
9/3/2019
EasyJet airline

Contents
Introduction................................................................................................................................2
Total Quality Management........................................................................................................3
Importance of strategies in quality management and its critical evaluation..........................3
Strategies of Easyjet...................................................................................................................5
Porter Generic Strategy..........................................................................................................5
Quality management strategies...............................................................................................5
Elements or principles used in TQM of airline..........................................................................6
Critical review of quality management system..........................................................................7
Objectives of Easyjet..................................................................................................................7
Link of objectives with quality management system.............................................................8
Comparison between Easy jet and Ryanair airlines...................................................................8
Contrasting of both the airlines..............................................................................................9
Critical evaluation of the quality management system............................................................10
Issues faced by Easyjet.........................................................................................................10
SERVQUAL gap analysis on customer satisfaction................................................................11
Definition of service quality.................................................................................................11
Dimensions of quality...........................................................................................................11
Service recovery system.......................................................................................................12
SERVQUAL model..............................................................................................................12
Key factors leading to a gap.............................................................................................12
Control charts.......................................................................................................................14
Conclusion................................................................................................................................15
References................................................................................................................................16

Introduction
Total quality management is a well-structured strategic approach for management that helps
the organization in improving the quality of the products and the services. In today's world,
many airlines companies believe in order to remain in the competition, business need to be
very effective as well as changeable in the system (Düren 2017). The company that has been
is Easyjet which is one of the low cost airlines. The company is British low-cost airline with
the headquarters in London Luton Airport. The study has been conducted to perform a critical
analysis of strategies that will be followed to maintain the quality management techniques by
the organization and the concepts that will be uses. After that, a review which is critical in the
quality management system will be followed to reach the business objectives. Lastly, the
report will be following the critical evaluation of tools and techniques that will be adopted by
us to improve the quality of the organization.

Total Quality Management
Quality of the product plays a vital role and the development of the business. In this case of
airline sector, quality management is very important as everything depends on the quality of
work that the business is proving (Johnson, and Chvala 2017).
Importance of strategies in quality management and its critical evaluation
Easyjet Company is considered as one of major leading low-cost airline and this airline
ensure that they have to manage quality. The expectations of the people have increased to fly
at cheaper rates due to which Easyjet faced much competition in its business. Easyjet
Company implements different strategies through which they can manage the goals and
objectives related to quality. Quality management is important for Easyjet Company as this
leads to continuous improvement in services which is essential for meeting needs of
customers and providing value to them. The management of quality is vital for the long-term
revenue for company. For example: company is able to make the profit by making the
improvements in the service product. Further, the quality of products can be enhanced and
revenue gets increase through huge number of sale with the less price, high reputation as well
as quick response.
The company should keep the things in mind while forming the strategy while considering
the every aspect that remain effective in working of Easyjet (Cattaneo, et. al., 2016).
Political factor- Regulation and legislations of countries matters to the organization as they
initiate their business internationally which is required to be considered by Easyjet as this can
include the regulations for standard of quality. For example: ISO 9001 is an internationally
recognized standard which is required to be followed.