Evaluating Quality Management Strategies for EasyJet: A Case Study

This case study examines the quality management challenges faced by EasyJet, a low-cost airline. The analysis focuses on customer service issues, including flight delays, poor customer feedback, and problems with refunds. The study explores EasyJet's current problems, including the impact of Brexit and increasing competition. It then identifies capabilities and competencies to improve quality, such as enhancing key performance indicators and streamlining payment procedures. The case study discusses management techniques like Kaizen and benchmarking and assesses their impact on EasyJet's operations. The Kaizen method, involving identifying areas for improvement, measuring performance, comparing it to goals, and innovating solutions, is highlighted as a strategy to eliminate waste and improve service quality. The conclusion emphasizes the need for EasyJet to address customer service issues and improve its operational efficiency to enhance customer satisfaction and maintain its market position.

CASE STUDY/REPORT
WRITING

EXECUTIVE SUMMARY
Managing Quality in hospitality and tourism assist in improving the customer's
experience and help in attracting more customers towards the organisation. EasyJet is the low
cost airline that provide the travel and tourism services. The customers review provided on the
Tripadvisior and Trustpilot provide understanding about the poor customers services which are
provided by this airline. Some customer reviewed that it is the worst airline in the world. If they
are not properly guided, they complain against the poor services which affect the reputation of
the airlines. he capabilities to retain the customers interest and value in Easy jet is the major
challenges for the airlines resulting in poor services and negative feedback from the customers. o
improve the quality of the Easy jet they have to set the proper timing of the flights so that
customers not have to wait for their flights and no result in delay or cancel of flight timings. here
are various types of management techniques like, Kaizen, Benchmarking, Key performance
indicators, etc. Kaizen is a Japanese term that means improvement. As the name says it all, this
technique of management leads in improving the performance of business. By using this
technique, easyJet should compare its business practices and quality sod services with its
toughest competitors or the leading companies of market. From the analysis of above study it can
be concluded that the easyJet is in alarming condition. It is not able to provide the satisfactory
result to its customers. It would help the company in making small improvements in its practices
and processes, through which its managers would be able to improve each defective areas of the
business and would help the company in its sustainable improvement of its business
organisation.

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
The problems currently experienced by EasyJet ...................................................................3
Capabilities and competencies to improve the quality in Easy jet.........................................4
Assessing Impact of techniques on the easyJet as to deliver effective quality management. 5
Recommendation / conclusion...............................................................................................8
REFERENCES................................................................................................................................9
he size and......................................................................................................................................11

INTRODUCTION
Managing Quality in hospitality and tourism assist in improving the customer's
experience and help in attracting more customers towards the organisation. In this assignment,
Easy jet will be consider which is involved in airline industry and provide the customers with
travel and tourism services. It is operating in more than 30 countries. This study will provide
information about the problems which are being faced by this company which affect the quality
of the services provided by this organisation. Moreover, it will include the information regarding
capabilities and competencies of EasyJet in order to improve the service quality. In addition, it
will consist of information about the Kaizen and benchmarking to improve the quality of the
services.
MAIN BODY
The problems currently experienced by EasyJet
EasyJet is the low cost airline that provide the travel and tourism services. The customers
review provided on the Tripadvisior and Trustpilot provide understanding about the poor
customers services which are provided by this airline. Some customer reviewed that it is the
worst airline in the world. Moreover, customers have face problems during the boarding time
due to the unprofessional services which has reduced the satisfaction level of the passengers
(easyJet, 2017). Also, the customers reviews provide information that many a time the flight get
delay due to which the customer have to face problem in reaching at specified time (Van
Niekerk, 2017). The Brexit will have a great impact on the EasyJet as it will lead to inflation and
the prices of the fuel will increase due to which the fewer customers will be attracted towards the
organisation.
Moreover, the legal action are been taken place against EasyJet over "aerotoxic
syndrome". The Customers also reviewed that the refund for the cancellation of the flight was
impossible to get which resulted into reduction in the customer experience (Lai and et.al., 2018).
AirHelp that provide online help to the customers which have claimed for the compensation for
delays that shows that Easyjet had the worst record of paying out which legally due (Easy Jet,
2018). The challenges faced by EasyJet include poor quality of services which result into
reduction in their customer base. The increase in fuel prices and natural calamities affect the
operations of this organisation which affect profitability of the firm (Moutinho and Vargas-
Sanchez, 2018). The Airline is greatly suffered due to Gatwick drone issue which had a diverse

impact on the business. The current challenges which are being faced by the airline include
impact of Brexit due to which the operation of the firm are affected and will have the impact on
the customers base of the firm. Moreover, the another challenge which is faced by the company
is high competition which is increasing over the period and thus the rivals are using different
technique to attract more customers towards the airline which affect the business of EasyJet
(Evans, 2015). Another, challenge which is being faced by the airline is related to the shortage of
runways as the space for planes is running out.
The major problems which Easy jet is currently experienced is related to poor customer
services (Jovanovic and Mönkemüller, 2018). It reflects the customer interest towards the
services of airlines. If customers face any issue or problems regarding the timing of flights and
luggage issue they directly connect with the airline service centre. If they are not properly
guided, they complain against the poor services which affect the reputation of the airlines. Many
customers review in their feedback that they are damning serious claims in the airports while at
the time of boarding (Mousavi and Bossink, 2017).
 Reliability : It refers to performing the promised services accurately. The Easyjet is not
performing its service in the right manner as the flight attended are rude to the
customers.
 Responsiveness : The Easyjet is not proving prompt services to its customers but is take
feedback from the customers in order improve its services.
 Assurance : It is related to the knowledge and Courtesy of employees and their ability to
convey trust. The employees of Easyjet does not provide assurance to the security of
customers because many a time the problem is being faced by the customers that their
luggage was misplaced.
 Empathy : The firm provide the customer with individual attendent.
Capabilities and competencies to improve the quality in Easy jet
The capabilities to retain the customers interest and value in Easy jet is the major
challenges for the airlines resulting in poor services and negative feedback from the customers
(Strategic Planning for Easy jet, 2019). Load of over Luggage is the biggest competences easy
jet is applying to improve the service condition. As customers are attracted towards these
services if they provide more weight age than the other airlines. Mainly airlines faced the

customer interest in terms of weight of their luggage. They prefer the airlines which offer more
weight either local or international travelling.
The main capability of firm is to enhance the Key performance Indicator of the Easy jet.
It helps to enhance the employees working in the company and also provide training performing
accurately with the clients. So to improve the quality of Easy jet they have to remove the
unnecessary charges imposed at the time of booking the tickets for travelling purpose.
Customers are not ready to pay any useless charge which didn't provide any benefits to them
(Amankwah-Amoah and Adomako, 2019). The Financial capabilities which they have to used
regarding the payment procedure so that customers can easily deal with the airlines. Sometimes
mostly competencies incur at the time of making payment. This shows the poor quality team to
mange the financial matters of the company. They use the simple payment procedure with
security of the payment amount so that customers can travel safely and no loss to payment occurs
in the future.
To improve the quality of the Easy jet they have to set the proper timing of the flights so
that customers not have to wait for their flights and no result in delay or cancel of flight timings.
Customer always mention in their feedback form regarding the flight rotation shift. As UK
people travelled a lot and they demand the flights to be flexible not fixed. Theses chances of
raising queries help the Easy jet to improve the quality of the airlines and earn the customer
interest again towards their airlines (Rees and et.al., 2016). They appoint trained employees and
pilots to handle the flight issues and make the customers feel secured at the time of travelling.
This safety and precaution helps them to improve the quality of Easy jet and raise them to invest
more in upcoming flights.
Thus, to analyse the capabilities and competencies of the Easy jet, the main point came
up with the customers service centres. They are established to guide the customers towards their
services and if they manipulate the clients it results in poor feedback from them. Thus, to
improve the services of airlines this is helpful to promote the services and value in market.
Assessing Impact of techniques on the easyJet as to deliver effective quality management
There are various types of management techniques like, Kaizen, Benchmarking, Key
performance indicators, etc. that can be used by easyJet in order to enhance its management and
deliver quality services as well. Adoption of any of these techniques can help the managers in

enhancing their efficiency of monitoring and controlling over each activity and services of the
business so that they can detect the actual problem in the business and can develop their effective
strategies as to regain the efficiency in the performance of it.
Some major techniques that can be used by easy Jet are as under:
Kaizen technique of management: Kaizen is a Japanese term that means improvement.
As the name says it all, this technique of management leads in improving the performance of
business. In this regard, this technique can be used by the easyJet for the purpose of improving
the quality of services to be delivered to the customers.
Kaizen provides some methods through which the business can be able to eliminate
wastage from the overall business operations and improve its quality of performance. As per this
technique, a company should make small changes in its practices which would result in making a
substantial positive improvement in the company's business. By Making easy improvement in
the business is an easy task for each business. Therefore, this method can be termed as the
easiest method of management that could provide the best result to a business.
Further, for using this methodology, easyJet needs to follow the following steps:
 Identification: It is the basic step of improvement as per the Kaizen method. As per this
method, a company is required to identify the areas of improvement within the business
organisation. In this step, easyJet should analyse the actual current situation of the
business. Further, its managers needs to set a series of various operations of business and
their decision making with the help of map or graph or through any other visual method
of presentation.
 Measurement:After development of the procedure, the easyJet should analyse the whole
process of business activities. It should develop a measurement of quantifiable data
(What is the Kaizen Method, 2017). With the help of this step, it will become able to
evaluate the total amount resources spent by easyJet, value created by it and a range of
feedbacks from its customers.
 Comparison: After the above identification and measurement, easyJet should make an
effective comparison of its actual position and the expectations of customers with the
company and its business goals and objectives. It would help the company in detecting
various areas of business operations that needs improvement.

 Innovation: Further, managers of easyJet needs to develop appropriate solutions for the
purpose of improving each activity of the firm and develop its capability as to resolve
various problems faced by it. Further, the manager should make sure that the new
practices developed by the business would provide better results to the company and
improve its actual positioning as well.
 Standardisation: After making a complete analysis of the innovated practices, the
company is needed to implement those innovated practices within the business
organisation. These practices should be considered as the standard practises and process
to be followed by the business organisation. In addition, the managers are needed to make
sure that the new practices have been replaced with the old ones even if they are
providing a little improvement in the overall quality of services of easyJet.
 Repeatation: As per the Kaizen methodology, the company should repeat the above
cycle of improvement and keep make small positive changes in the practices and business
operations of it.
In this order, by continuously repeating the cycle, a company would be able to make a
sustainable improvement in the quality of services provided by it. This method will help the
easyJet in detecting the areas that requires to be improved as to improve the quality of services
provided by it to its customers. Managers will innovate the practices and process as to make
small improvements within the business through which it would be able to have a sustainable
improvement in its practices.
By using this technique, easyJet should compare its business practices and quality sod
services with its toughest competitors or the leading companies of market (Lai., 2018). This
technique, makes the company to compare various major functioning of it with the competitors
like purchase, quality services, cost to the company, employment strategies, inventory
management techniques, etc.
Adoption of Keizen method will help the company in comparing the various major
functions of it with the leading competitor, different functioning, etc. that have direct effect with
the improvement in the quality of services for customers. Further, there are some techniques that
can be used by the easyJet in order to improve its quality service management like:
Advantages:

▪ This method helps the business in enhancing the quality of of performance of the
whole business from its root.
▪ It does not involve a huge cost.
▪ Adoption of this technique enhances the productivity of the company in
improving its overall management system.
▪ It also lead in improving the quality of teamwork in the business which is an
essential part of easyJet.
Disadvantages
 This methodology requires a huge planning process,
 Implementation of changes in the existing system is not an easy task.
 For the purpose of implementation of changes within the business activity, easyJet
is required to provide appropriate training to its employees.
 Further, easyJet would require maintaining patience for getting benefits of this
methodology.
Recommendation / conclusion
From the analysis of above study it can be concluded that the easyJet is in alarming
condition. It is not able to provide the satisfactory result to its customers. Further, due to its
inadequate quality of services, its business is going downwards. Moreover, managers of the
company needs to develop effective strategies for the company to improve its business
positioning. Adoption of effective quality management techniques would lead in enhancing the
quality of services provided to its customers through which it would be able to regain its
positioning in the competitive market.
There are various techniques that can be used by easyJet in order to improve its quality of
services like Kaizen, benchmarking management technique. Although, by analysing the current
situation of the company, it can be recommended to it to adopt Kaizen methodology of
management. It would help the company in making small improvements in its practices and
processes, through which its managers would be able to improve each defective areas of the
business and would help the company in its sustainable improvement of its business
organisation.

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