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Total Quality Management British Airways

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Added on  2020-04-21

Total Quality Management British Airways

   Added on 2020-04-21

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Running head: Total quality management Total quality management
Total Quality Management British Airways_1
Total quality management Table of ContentsIntroduction.................................................................................................................................................3TQM tool used by the British Airways.........................................................................................................3Successful implementation methods of total quality management tool.....................................................5How successful the implementation...........................................................................................................7How the organization dealt with the change...............................................................................................8Recommendation and Conclusion...............................................................................................................9References...................................................................................................................................................92
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Total quality management Introduction The report is talking about the business activities and operations of the British Airways. Itexplains that how the aviation industry is providing services to the passengers. It describes thathow the company is using total quality management in Aviation industry. Apart from this, it tellsthat how the firm is dealing with organizational changes within the organization. It also explainsthe tools and methods of the TQM in British Airways. British Airways is the biggest airline in the United Kingdom based on the fleet size and itis the biggest airways measured by the passengers. The company was founded on 31st March1974 by the British government to manage and operate the two nationalized airline corporations,British European Airways, and British overseas airways corporation and two regional airlines,Northeast airlines from Newcastle upon the type and Cambrian airways from Cardiff. In today’sera, the company is expanding and flourishing its business activities and operations of thecompany. It is the third largest airline company measured by annual revenue and second-biggestairline in Europe. It is listed on the London stock exchange. The company is also increasingrevenue and profit by providing various services to the passengers in the world. In this way, thecompany is maintaining a reciprocal and cordial relationship with customers around the world(Cook et al, 2011). TQM tool used by the British Airways Total quality management comprises of organization-wide efforts to fit and makepermanent a climate in which a company continuously can improve its ability and potential todeliver and render high-quality products and services to the customers within the organization.Total quality management is used by the many companies to maximize and increase the revenueand profit of the company (AmankwahAmoah and Debrah, 2011). Total quality managementused by the British Airways to meet the needs and requirements of the passengers and it is alsoaccountable for quality improvement. It helps to improve the work processes and procedureswithin the organization. Total quality management is the approach to improve the performanceand efficiency of the employees at every level. It is the fundamental management techniques toattain the long-term mission and vision of the firm. It provides satisfaction and morale to the3
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Total quality management employees. The tools which are used by the British airlines have been discussed below (Budd,2011). Information system: Information system plays a vital role in total quality management toprovide various services to the consumers within the organization. Information system helps tomonitor and focus on the consumers and it involves the employees to take various importantdecisions within the organization. Along with this, it provides satisfaction to the consumers byproviding various attractive services to them. Through information system, aviation industry canmaintain effective and excellent communication with passengers in the global market (Mitchellet al, 2012). Training and development: This tool is used by the company to provide effective customersservices in the organization. The British airline focuses and monitors on the training anddevelopment of the employees to provide better customer satisfaction to the passengers. Thesuccess and growth of the British Airlines depend on the passengers. Through training anddevelopment, the employees can provide best services to the passengers within the organization.Along with this, quality of the British Airlines depends upon the performance and efficiency ofthe employees. If the employees are trained and qualified then the company can maximize andincrease the revenue and profit of the company (Cattano et al, 2013). Survey: It is one of the important methods to enhance and increase the services of the airlineindustry. It will also help to identify and measure the needs, wants, desires and expectations ofthe passengers in the aviation industry. The British airline uses a survey tool to collect feedbackfrom the passengers and workers who are employed in the organization. By collecting feedbackand reviews, the organization can increase and improve the performance and efficiency of theworkers. Now it is assumed that survey method is very useful and effective in order to attain thelong-term goals and objectives of the firm (Kim, Kumar and Kumar, 2012). Setting quality standards: This method is used by the British Airways to enhance and increasethe satisfaction and morale of the passengers. Through this method, the company can maintainsustainability within the organization. The company is working globally in order to meet thelong-term mission and vision of the firm. The firm must set the standards and norms to run the4
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