EasyJet Airline: Quality Management Strategies, Objectives & Review

This report provides a comprehensive analysis of EasyJet's quality management strategies, focusing on Total Quality Management (TQM) and its implementation within the airline. It critically evaluates the importance of quality management strategies, highlighting EasyJet's use of Porter's Generic Strategy (cost leadership) and specific quality management strategies aimed at offering value to customers. The report explores the elements and principles of TQM employed by EasyJet, including customer focus, employee involvement, and integrated systems. A critical review of the airline's quality management system is presented, along with an examination of EasyJet's objectives and their alignment with the quality management system. The report also includes a comparison between EasyJet and Ryanair, contrasting their operational styles and safety standards. Furthermore, it addresses issues faced by EasyJet and applies the SERVQUAL gap analysis to assess customer satisfaction, defining service quality dimensions and the service recovery system. The analysis concludes with control charts and key factors influencing service quality gaps, providing a thorough overview of EasyJet's approach to quality management.