Quality Managers of EasyJet

Quality Managers of
EasyJet

Executive Summary
Airlines industry is regarded as a service based industry in which entry barriers for new
companies is very high in regard to the investment needed. United Kingdom airlines industry is
experiencing a low phase currently considering the UK based airlines and airports both are
receiving bad feedback from the customers. Even the low cost airlines are not able to attract
customers. One of the airlines EasyJet is ranked last in the list due to their ineffective and low
management operations. The problems encountered by them is the subject of this report.

Table of Contents
Executive Summary.........................................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Problems Currently being experienced by EasyJet.....................................................................4
Right Competencies and Abilities of EasyJet to improve the quality.........................................6
Impact of Technique on EasyJet in delivering consistent and effective quality management ...8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality Managers are the managers who ensure the total quality has been maintained in
the organization with respect to products and services provided. They perform mainly four
functions in an organisation namely, quality planning, quality assurance, quality control and
quality improvement. Their duty is to ensure that organisation's all the functions are performed
effectively and have all the skills, competencies and resources to satisfy the needs of customers.
In context of this report, the case provided is EasyJet. It is a Low cost British Airlines. From time
being, EasyJet is not able to provide service quality to their customers which end up in customer
dissatisfaction and bad word of mouth (Diggines, 2017). The problems experienced by EasyJet,
the competencies of EasyJet which can help them in improving quality, establishment of
Benchmarking technique to assure quality service and some recommendations to the brand will
be covered in this report.
MAIN BODY
The Airline industry of United kingdom comprises of multiple airlines whose work is to
assure that customers needs get satisfied. The airline industry in UK comprises of low cost
budgeted airlines to luxury airlines. But, from the time being Airline industry is lacking with the
profits and customer satisfaction as they are not able to fulfil with the needs of customer
effectively. A report carried out by AirHelp in 2018, ranked EasyJet as the lowest performing
airlines in the world.
EasyJet is a British Airlines headquartered in London. It operates on all the level and
have operations in more than 30 countries. The company is in limelight but due to wrong reasons
as the customers are sharing negative feedback and bad word of mouth disrupting the growth of
the company. There are several problems and issues surrounded the company which has led the
company to this (Chaffey, 2015).
Problems Currently being experienced by EasyJet
There are several issues undertaken by firms in matter of service quality. The firms wants
to provide the best services to the customers at the lowest price possible in order to attract them
and capture the major market share. EasyJet as well when entered in to the market wanted to
provide customers with the best services, but, there were several problems encountered by them
through which they loose the trust of customers and reduce their market efficiency. To stand