Analysis of EasyJet's Operational Efficiency and Customer Satisfaction

Desklib provides past papers and solved assignments. This report analyzes EasyJet's quality management challenges and improvement strategies.

MANAGING QUALITY IN HOSPITALITY,
TOURISM AND EVENTS

Executive summary
Aviation or airline industry makes a major contribution in countries economy. Tourism and
aviation are depended on each other’s. Aviation plays an important role in supporting tourism.
Aviation sector helps in the economy sustainably developed. This industry has a huge scope of
growth in future as well as in current scenario. EasyJet is a low cost airline headquartered at
London. In April 1995 it was launched by stelios – haji Ioannou with two Boeing airplanes it
operates in more than 30 countries including domestic and international destinations. Easyjet
runs various membership programs like easyJet plus In order to attract more people. The airline
has also gone through various acquisitions. Now a day’s easyjet along with its strategy of low
cost is focusing on capturing market share. The sales of easyjet role by 14 percent in 2018
through which revenues of companies also increased. The number of passenger travelling in
easyjet also grew from 3 million to 36.8 million in 2018. the business of easyjet is growing ,
expanding and generation more revenues.

Table of Contents
Introduction...................................................................................................................................4
1. Outline the problems being currently experienced by easyJet...............................................4
2. Examine to what extent easyJet has the right capabilities and Competences to improve the
quality............................................................................................................................................ 5
3. Assess the impact that one of the following techniques could have on easyJet in terms of
delivering consistent and effective quality management..............................................................6
Conclusion..................................................................................................................................... 7
Recommendation.......................................................................................................................... 8

Introduction
This report will study about various problems and challenges faced by easyjet. It will also
contain factors which are responsible for improving the service quality of easyjet.it will also
include impacts quality management and delivering service of easyjet. This report will also
include in depth analysis of various techniques like kaizen etc. advantages and dis advantages
of kaizen, impact of kaizen on easyjet quality management. It has been mentioned that easyjet
ranked the lowest in UK based airlines. Easyjet has been titled as worst airline in the world.
Total quality management is a process of ensuring the efforts of organization in satisfying
customers. TQM was developed by a management consultant William Deming. Total quality
management makes sure that every employee is aiming towards the improvement of work
culture (AVRAM, 2017). TQM is very necessary in running the business smoothly. It deals with
the service characteristics that really matter to end users. Managing quality in tourism
Quality refer to parameter were superiority and inferiority of products and services can be
identified. Quality in hospitality means a delivery of excellent service as per customers’
expectations. Proper management of quality is very important to increase customer
satisfaction. Quality management is linked with the concept of improvements and
development. Delivering standardized service is the main challenge aviation industry is facing.
So in emerging competitive world it is necessary to customized service according to customers.
Managing quality for growing business is now a days very important ( Barnes, 2017). Providing
Quality assurance helps in retaining customer and also attracts more customers. Quality service
is a tool which monitors the services through customer’s perspectives. Quality service
management is a result oriented approach (Albers, et al. 2017). Managing quality in service and
product is the main challenge faced by tourism industry. In order to succeed in near future
excellence in quality should be maintained. There are various features and benefits of
managing quality in tourism

1. Product design control: managing quality will make product of appropriate design in
order to match the customer standards.
2. Failure analysis: managing proper quality will ultimately reduce the failures. Company
can have better set of structure and policies to meet the customer’s requirements.
3. Defect reduction and customer satisfaction: since the process is error free the level of
satisfaction could be easily achieved easily. Higher level of satisfaction will ultimately
increase the market share.

Outline the problems being currently experienced by easyJet
Easyjet was established within a growth period and did very well. However there are always
various challenges that business face in growing more. The markets is competitive a company
will always have a large pool of rivals (Farrington and O’Gorman, 2018). There are various
problems which are being faced by easyjet they are as follows
 Environmental problems
Easyjet simply have to manage any unexpected challenges. There are various
environmental problems like natural disasters which are unpredictable. Adverse wether
can cause difficulty in facing air traffics. In addition to external or environmental risk
other online rivals is also affecting the profits (Warith, 2019).
 Commercial and operational problems
Easyjet is in competition with both low cost airline as well as flag carriers. The tourism
and aviation market is highly competitive.so easyjet is facing operational risk and it
could affect the performance of easyjet negatively (Kandampully and Bilgihan, 2015).
 Consumer trust and confidence
Gaining the trust of consumer is very important for any business to succeed. Easyjet is
not able to provide services as per the customer expectations. Easyjet have been
degraded because of their poor customer service. Consumer confidence is a main area
for easyjet to exploit. It can either make or break the business in long run.
 Unprofessional staff and crew members
The biggest problem easyjet is facing is unprofessionalism amoung their staff members.
The flight attenders of easyjet are very rude which is making the customers dissatisfied
(Kurtulmuşoğlu and Pakdil, 2017).
There are some other problems as well which company is facing they are as follows:

 Easyjet will be negatively impacted due to brexit. The shares of easyjet are falling at very
high speed. Weaker demand is putting negative pressure on fairs of easyjet which in
turn lower their profits.
 Easyjet is facing ownership and management issues. Easyjet is wholly owned by
shareholders who invest money for future growth. Due to decreased share price and
increased risk shareholders are not investing further (Mendez and Vila-Alonso, 2018).
 Rise in prices of fuel is also impacting the company as they have to spend huge amount.
Financial risk can also be the reason for their downfall.
 Easyjet is facing business risk and product risk. Product risk may cause demands of
traveling which could either increase or decrease.
The environment of easyjet is constantly facing increasing pace in which change occurs. The
management should try to evaluate exiting risk and be prepared for the upcoming risks (Minh,
2015). The company should try to customize its products and services as per the ne3eds of
customers.

Examine to what extent easyJet has the right capabilities and
Competences to improve the quality.
Easy jet being the low cost carrier has various resources and capabilities to improve their
quality. Their strengths differentiate them from their rivals.
o Low price which can call for increase in demands
o Punctuality of flights
o Excellent baggage services
o Well-designed safety measures can be the point of attraction.
o Strong marketing and sales team.
o Well-known brand.
o Continuously investing and innovating.
o Disciplined and well planned approach focused on long term sustainability.
Easyjet is focusing on operational strategies and innovation which will help them in attracting
more people. They have a strong financial base which can help them in meeting their
objectives. Their sustained cost control strategy and lean initiatives is helping them change
their customer experience. They strengthen their long term proposition which is differentiating
them from competitors (Prebensen, et al. 2018). Easyjet believes in having a clear capital
structure in order to maximize their shareholders return. The company had their own creative
network strategy which makes their passenger happy. Easyjet is using various advanced
technologies in order to improve their services for example
o Digital innovation
o Flight tracking
o Auto bag drop
Easyjet have various oppournities for further development in their customer service. Despite of
all the bad reviews they are still growing. Their focused and reliable strategy is making them
stand ahead of competition (Scheffler, 2018). Easyjet cost advantage allows customer more

affordable fares. They are continuously innovating with data which is making them data driven.
Easyjet had a large workforce of pilots, cabin crew member who represent the organization.
Easyjet is known for its values which are safety of people, simplicity, and team of large people.
Their sustainable model of business is making journey affordable. Easyjet also provides high
returns to shareholder.

Assess the impact that kaizen could have on easyJet in terms of
delivering consistent and effective quality management.
Kaizen is strategy for continuous improvements were employees of organization work
proactively. Kaizen simply means ‘change for better’. Kaizen generally highlights the importance
of continuous improvements, typically focused on commitments. It combines the collective
talents of company to work for further improvements. Kaizen could have positive and negative
impact on delivering effective quality management (Wirtz and Jerger, 2016). If kaizen is
implemented properly the services of easyjet will be more consistent and effective. Kaizen
plans for improvements throughout the development cycle.
Kaizen model is a process of incremental improvement focused on specific purpose.it is planned
and controlled change for improvement. It is one of the most important tool of making the
work easier. Kaizen brings cost departmental efficiency through which targets could be
achieved. Kaizen is a type of planned process used by the organization to solve business
problems during short interval. The five basic elements of kaizen are teamwork, personal
discipline, quality circles, high morale, and suggestion for improvement. The combination of
elements of kaizen makes the improvement process more easy and quick.
Advantages
Kaizen model is based around various fundamental principal. There are various advantages
of kaizen like:
 Empowers individuals
Kaizen enables the fundamental practice of receiving and implementing the suggestions
from employees. Kaizen acknowledges employees importance in entire cycle of
development. Kaizen increases the morale of employees thereby making them happier.
 Multi headed decision making

Employees are given equal chance to share their views and opinions. Each employee can
introduce both problems and solution along the way.
 Reduction of waste
Kaizen models aims to eliminate waste throughout the improvement process. The
model focus largely on continues and sustainable improvements. This is one the main
advantage of kaizen model. Kaizen also improves product quality, communication and
production capacity (García, et al. 2017).
 Continuous integration
Kaizen promotes integration and collaboration. Continuous integration helps the
companies in analyzing the situations properly.
 Promotes goal oriented approach
Kaizen encourages people to make progress towards goals. It promotes problem solving
through which goals could be achieved.
 Standardization
As per the changing environments standards set by the management should also be
revised. Kaizen help in meeting standards as per the company guidelines and
procedures.
The advantages of kaizen are widely acknowledged but since kaizen model is open ended there
may be various disadvantages as well of using kaizen model in any organization which can
impact the revenues of company. They are as follows:
 Requires company - wide communication
Sometimes it becomes very challenging for organization to adopt kaizen style of
communication. The organization should welcome both inputs and potential
improvement of employees ( Barbieri and Álvares, 2016). Company requires open style
of communication which is difficult to implement.
 Flattens company structures
Flat power structure of company can be the main dis advantage of kaizen model. This
could be main problem faced by organizations.

 Training could be the main concern for organizations. Kaizen model requires sufficient
time to train people throughout the process. If individuals are not trained properly the
companies may fail in implementing kaizen.
 Very often the excitement of using new methods dies very soon. As a result companies
are not able to achieve their goals. The perception of people could be change that the
management practice will not work. This can be one of the dis advantages of using
kaizen as a model for improvement (Al-Baik and Miller, 2018).
A better understanding of kaizen can help easyjet to deliver consistent service. The model can
further cut cost and increase productivity which can help easyjet in managing quality. Kaizen
model is implemented differently as per the needs of organization. Kaizen continuously solves
companies’ problems that drive organizational leanings. So kaizen could both positively and
negatively impact easyjet in term of services and quality management. Kaizen expands the
notion of continuous development and integration with the help of continuous improvements
(Ighravwe and Oke, 2017). An effective quality improvement plan is the needed by every
business now days. It could have direct impact on the overall performance of the organization.