Management Report on Quality Management and Benchmarking for British Airways

Management report

EXECUTIVE SUMARRY
To deliver the greatest service to its consumers, the hotel business must have a quality
management system in place. The success of a company is dependent on maintaining a high level
of quality and making constant improvements to that standard. As a consequence of the
company's poor service, British Airways has lost a significant portion of its consumer base. This
firm has been named the worst in Britain for seven years running. An efficient quality
management system is essential for a company's long-term existence. Benchmarking may assist
the organisation keep this system intact. British Airways can enhance its quality standards and
attract consumers by adopting Juran's trinity of comprehensive quality management.

Table of Contents
EXECUTIVE SUMARRY..............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Identify and describe the concept of quality management.....................................................1
Issues faced by British Airways currently by application of five dimensions of SERVQUAL
................................................................................................................................................3
Assessment of the impact of Benchmarking on British Airways in relation to effective quality
management............................................................................................................................4
RECCOMENDATIONS..................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Offering high quality products and services to consumers is essential for gaining long
term success in the current corporate environment. This report looks and total quality
management at UK based Airline British Airways. British Airways was formed in the year and is
currently operating in. The company has employed a workforce of employees and was used to be
considered “The world's favoriate Airline” but the company has damaged its reputation recently
because of poor service quality management. This report aims to provide understanding about
the concept of quality management. SERVQUAL model is applied in this report in order to sum-
up the issues faced by British management related to quality management (Nguyen and et. al.,
2018). The role of Benchmarking is assessed in this report in delivering effective quality
management at British Airways. Recommendation to enhance quality management at British
Airways is also provided in this report.
MAIN BODY
Identify and describe the concept of quality management
Quality management is defined as the act of supervising activities, tasks and processes
which are utilized for developing a product or service so that the products and services have high
and consistent standards. The main elements of quality management are quality planning, quality
assurance, quality control and quality improvement (Jensen, Li and Uysal, 2017). Another
definition of quality management states that it refers to management activities and functions
which are associated with identification of quality policy and implementation of this policy
through means such as quality planning, quality assurance and quality control. The concept of
quality management has evolved over the years which includes four stages of quality inspection,
quality control, quality assurance and total quality management. Following the four stages of
supports business firms that high quality services and products are delivered. The four stages of
quality management are described below:
 Quality inspection: This is defined as the process of measuring, examining, and testing
single of multiple characteristics of a product, process or service and comparing the
results with specified requirements in order to determine weather conformity is achieved
for each attribute. This is the beginning of quality management and an essential stage as
it helps business firms determine any characteristics of the process, product or service
1