Quality Management Analysis: British Airways and Recommendations

This presentation provides an in-depth analysis of the quality management practices at British Airways. It begins by defining quality management and its principles, emphasizing the importance of customer satisfaction and continuous improvement. The presentation then examines the specific challenges faced by British Airways, including high prices, a lack of a skilled IT team, and poor management practices, which have led to a decline in its reputation. It highlights issues such as uncomfortable seating, inadequate customer service, and poor food quality. Finally, the presentation offers a series of recommendations for British Airways to improve its quality, including investing in a skilled IT team, maintaining food and seat quality, focusing on excellent customer service, pursuing partnerships, maximizing returns, and implementing computerized reservations. The presentation draws on various sources, including books and journals, to support its analysis and recommendations.

Managing quality for hospitality,
tourism and events

 Quality management is a broad term that refers an act and function of overseeing
all operational tasks that are required to be maintain to a desired level of
excellence.
 It includes several functions such as determination of policy related to quality,
making as well as developing quality planning and measure & control quality.
 It has several principles that put pressure on the company to manage quality of
products and services.
The concept of quality management

 British Airways is the largest Boeing 747-400 operators in the world so it is
essential for them to focus on managing quality of their services and products. By
focusing on total quality management this company has got success.
 Key factors in quality management includes continuous reduction of cost, offering
excellent customers' services at a premium prices etc. Maximize return on
individual flights.
CONT..

 The preliminary focus of this company in the context of quality management is to
satisfy customers needs and requirements and increasing their experience.
 Other main principle of quality management is leadership in which leaders of
British Airways of all levels focus on creating a situation in which people can work
together with the main aim of increasing overall quality of the company.
 British airways company also have focus on continuous improvement which is also
the main principle of quality management.
CONT..

It is stated that British Airways is facing with several challenges and problems as it
is not as great as it once was in the context of quality.
 High prices: The main reason which is identified for poor quality of British
Airways is high prices.
 This company increased its ticket prices which was not worth and suitable with
quality of services. It's been said that British Airways management knows the price
of everything but value of nothing.
Reasons for poor quality that impacted
British Airways

 Lack of skilled IT team: The other main reason of downfall of British Airways is
the lack of IT team. The quality of IT department in British Airways is decreasing
year on year because of shortage of skilled IT employees which leads to the
downfall of work done by IT employees.
 The IT department in the airways do not respond to the problems of customers and
does not support the complaints of customers in the airways (Tumber, 2016).
CONT..

 Poor Management: British Airways were not having the comfortable seats for the
customers and also customer service was also up to mark (Oancea, 2018).
 The food served by the airways was also not of good quality and the TV
Programmes selection was also boring.
 The whole management in the airways was not properly managed and other
facilities by the airways were also not good.
CONT..

There are various recommendations in order to improve quality by British
Airways are as follows-
 British Airways can improve their IT department by recruiting good and talented IT
employees for the company who can resolve all the problems related to IT issues.
By recruiting good employees airways can focus more on the solutions for
improvement of customers (Mitra, 2016).
 British Airways can maintain the quality of food and drinks served to the customers
at the cheap prices by properly maintaining hygiene issues in the kitchen. They can
improve the quality of seats by again repairing the seats of Airways.
 Airways can focus more on providing excellent services to the customers at
premium range and at premium price in order to attract more number of customers
to British Airways.
Recommendations to British Airways to improve quality ensuring a suitable
Quality Management Concept

 Airways can get into partnerships or alliance with the other airways so as to
increase the brand image of the airways. Brand image of the company has
already been reduced due to the lowering of costs and decrease in the quality
by the management.
 Airways can also maximize their returns on individual flights by implementing
computerized reservations in the flights. Airways can reserve the seats for the
customers who are pre booking their seats in the flights (Broadhurst, and et.al.,
2018). This will also help the airways to maintain their returns to the individual
flights.
CONT..

Books and journals
 Broadhurst, D., and et.al., 2018. Guidelines and considerations for the use of system
suitability and quality control samples in mass spectrometry assays applied in
untargeted clinical metabolomic studies. Metabolomics. 14(6). p.72.
 Mitra, A., 2016. Fundamentals of quality control and improvement. John Wiley & Sons.
 Oancea, O., 2018. Challenges of pricing luxury in commercial aviation–will first class
disappear?. Journal of Revenue and Pricing Management. 17(4). pp.296-300.
 Punjaisri, K. and Wilson, A., 2017. The role of internal branding in the delivery of
employee brand promise. In Advances in corporate branding (pp. 91-108). Palgrave
Macmillan, London.
 Reason, J., 2016. Managing the risks of organizational accidents. Routledge.
 Shingo, S., 2019. A revolution in manufacturing: the SMED system. Routledge.
 Tumber, S. and Scavone, J. A., 2016. Airway Management. In Burn Care for General
Surgeons and General Practitioners(pp. 37-51). Springer, Cham.
REFERENCES