MOD006059 - EasyJet's Quality Crisis: Gap Model, Resources & Solutions

This report examines the quality issues faced by EasyJet, stemming from poor service quality and customer dissatisfaction as highlighted by AirHelp and other reviews. The analysis applies the gap model, identifying a policy gap as a major concern. It explores the impact of these issues on EasyJet's financial capabilities and staff competence, noting a decline in both. Recommendations focus on implementing Total Quality Management (TQM) methods, particularly the PDCA (Plan-Do-Check-Act) cycle, to drive improvements in service quality and restore customer satisfaction. The report concludes that managing quality is essential for EasyJet to regain its competitive edge and improve profitability.

BOARDROOM
SIMULATION

Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................3
Reasons for poor quality.............................................................................................................3
Financial capabilities and competent employees to improve quality..........................................4
Recommendation for improving the quality...............................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
The competition within the current global market is very high and to face this the most
essential differentiating point is the quality of the product and services (Mukhopadhyay 2020).
The present study is based over the case study of Easy Jet airlines wherein the issues relating to
the quality were faced by the company. The resulting effect of the low quality was reduction in
the market share and the decrease in the number of consumer. Thus, the present report will
outline the different issues being faced and the financial capability of the company and
competency of the employees with some recommendation for improvement.
Reasons for poor quality
The quality is the most essential aspect of the company to be assessed for the better
position in the global business world. The major issue being faced by the Easy Jet is related with
the quality of the services being provided to the consumers. As per the score of AirHelp on the
basis of the service quality, they rated Easy Jet as one of the worst airline in the world and is at
the 71 number out of total of 72. This was majorly due to the reason that the service quality and
the customer service of the company are very low and the consumers are not at all satisfied with
the services being provided by the company. The major reason behind this issue is that the
company involves hard system and procedures for the consumers. Thus, this made the consumer
waste a lot of time and this impact the goodwill and the quality of the services of Easy Jet.
Gap model
The gap model is a model which assists the company in managing the service quality and
this is a framework which assists the company in understanding consumer satisfaction. This is
the most important thing for the success of the company as if the consumer will not be satisfied
then the company will not be able to keep the consumer happy and satisfied. In accordance with
this model there are five different types of gap which can hamper the working of the company.
These are like knowledge gap, policy gap, delivery gap, communication gap and the customer
gap (Bastas and Liyanage, 2018). Out of this entire gap the major gap being faced by the
company Easy Jet is the policy gap and this is majorly because of the reason that policies of the
company are not much good and effective and this has a lot of impact over the consumers and
their satisfaction.

Financial capabilities and competent employees to improve quality
The company Easy Jet is having many issues relating to the quality of the services and
the quality of the airlines and this result in negative way. Thus, due to this there is a great impact
over the financial capability of the company as after the decrease in the rating by the AirHelp to
71 out of total of 72 the consumer for the company has decreased (Gunasekaran, Subramanian
and Ngai, 2019). Thus, this has resulted in the decrease in the sales for the company and
resultantly the profits of the company decreases. The financial resources were earlier the core
competency of the company but after the lower rating and the decrease in the popularity of the
company the profitability of company decreased. Thus, because of this reason the financial
capability of the company decreased resulting in heavy losses for the company. In addition to
this the competent employees also stopped working with great efficiency. This is majorly
because of the reason that when the company is not performing well then the employees of the
company also gets demotivated.
The same thing happened with Easy Jet as the company was not able to meet the
consumer need and requirement and because of this the sales of the company decreased (Griffin,
2016). The result of this was the decrease in the competency of the employees to work in more
advances and proper and productive manner. This is majorly because of the reason that when the
company does not have proper sales and interaction with the consumer then the employees
within the company does not feel excited in working in effective and efficient manner. This is
majorly due to the reason that when the company is not able to satisfy the wants and need of the
consumer then the employees of the company also not work up to their maximum potential and
this directly has an impact over the working and efficiency of employees. Also, with the help of
the reviews of the different consumer like Skytrax, AirHelp and TrustPilot all the reviews are not
much good and effective. Also, on the other side some of the reviews on the glassdoor website
are also negative and this affects the working of the company.
Recommendation for improving the quality
Hence, with the above discussion it is very essential for the company to improve the
quality of the services being provided to the consumers. This is majorly because of the fact that
when the quality will be improved then the company will have good number of consumer
(Dasgupta, Ranjan and Ramalingam, 2017). The major recommendation for the Easy Jet is to use
the TQM methods and the most suggested one is the PDCA that is plan, do, check and act. Under

this technique the first thing to be done by Easy Jet is to plan for the changes and then implement
the changes by doing it and then to check whether it is correct or not. If not then corrective action
need to be taken and if it is correct then it will be applied in the company for better working.
CONCLUSION
From the above study it is concluded that the managing of quality is very essential for the
company in the management of the company. This is majorly because of the reason that if the
quality will not be assured then the company will not be able to manage the consumer for the
company and this will decrease the profitability of the company.

REFERENCES
Books and Journals
Bastas, A. and Liyanage, K., 2018. Sustainable supply chain quality management: A systematic
review. Journal of cleaner production. 181. pp.726-744.
Dasgupta, N., Ranjan, S. and Ramalingam, C., 2017. Applications of nanotechnology in
agriculture and water quality management. Environmental Chemistry Letters. 15(4).
pp.591-605.
Griffin, R.D., 2016. Principles of air quality management. CRC Press.
Gunasekaran, A., Subramanian, N. and Ngai, W.T.E., 2019. Quality management in the 21st
century enterprises: Research pathway towards Industry 4.0.
Mukhopadhyay, M., 2020. Total quality management in education. SAGE Publications Pvt.
Limited.