A Comprehensive Report on EasyJet's Quality Management Strategies

This report provides a comprehensive analysis of EasyJet's current business conditions, highlighting significant issues in quality management that have led to negative customer reviews, legal problems, and financial strain. The report identifies key problems such as late arrivals, lack of funds, and loss of skilled employees due to Brexit. It also examines EasyJet's capabilities and competencies, emphasizing the need to improve customer experience through digital technology, talent management, and effective communication networks. The report discusses the impact of management techniques such as benchmarking and lean cost management in delivering effective quality management. The report recommends strategies to regain customer trust and loyalty, enhance operational efficiency, and improve overall performance, including implementing digital innovation, hiring quality staff, and focusing on customer service excellence. The ultimate goal is to offer reliable services, comply with legal standards, and improve communication with customers to foster sustainable growth and development. The report concludes with a call to action for EasyJet to implement these strategies and regain its competitive position in the market.

Managing Quality in
Hospitality, Tourism
and Events

EXECUTIVE SUMMARY
This study has sought to determine that, business conditions of the easyJet company is in
an alarming condition. The customers of the easyJet are keep providing negative reviews about
the quality of services of the firm. EasyJet faced various legal problems which leads to increase
in payment of huge legal penalties. EasyJet company must focus on improvising the quality of
services which leads to higher operational efficiency, performance and productivity. They focus
on improvising customer experience by adapting to innovative digital technology and hiring
talent management who has effective skills and knowledge to solve problem. Easyjet company
also induce management techniques in order to deliver effective quality management.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Outlining the problems being currently experienced by easyJet ............................................1
2. Examination of capabilities and competence to improve the quality......................................3
3. Impact of management techniques in terms of delivering effective quality management......5
Recommendation / Counclusion.................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Management of quality in the hospitality industry refers to development of effective
strategies and processes through which a hospitality business could improve its quality of
services to be provided to its customers. EasyJet is an airline company that was established in
1955. currently the company is being ranked as one of the least quality services providing
airlines. Present report shows a case study of easyJet company. It shows a brief outline about
numerous problems that are being currently experienced by the company and its capabilities and
competence to improve its quality services. Further, the present report also shows different
techniques that can be used by the company as enhance its quality of services provided by the
easyJet airlines. In addition, the assignment will also provide some recommendation to the
company through which it would be able to enhance its quality of services and regain its
positioning as well.
MAIN BODY
1. Outlining the problems being currently experienced by easyJet
From the analysis of the business conditions of the easyJet, it can be evaluated that
easyJet company is in an alarming condition. The customers of easyJet are keep providing
negative reviews about the quality of services of the firm. It has resulted in lowering down the
positioning of the company in the competitive market (Abuzant and et.al., 2017). The easyJet has
been reviewed as the worst airlines in the world by some of its customers.
The company is facing numerous problems currently. Customers of the airlines also faces
late arrivel and departure problems due to which they suffers huge problems like not arriving in
meeting on time, etc. Furthermore, the easyJet company recently facing insufficiency of funds
for its smooth running. It is the main cause of its poor quality services.
The Brexit also has affected the company. It has resulted in loosing a range of
professional and skilled employees by the company. Further, due to some rules, company
become unable to contract with its numerous suppliers, due to which easyJet needed to find some
new suppliers that resulted in enhancing the cost of company.
In addition, various customers have also filled a case against the company about its
quality of services and problems faced by them due to easyJet. Some of its customers didn't get
their money return after cancellation of their tickets of flights. Therefore, they also filled cases in
this context also. In this regard, the company is also facing a huge problem of numerous legal
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actions against the company. EasyJet faced the problem of paying a huge legal penalties that
resulted in enhancing the cost of company.
The other major challenge faced by the company is reduction in quality of management
due to loosing a range of professional and skilled managers. Further, due to lack of funds,
easyJet was unable to appoint new professionally skilled managers and employees for the
business. It resulted in reducing the quality of overall performance of the company.
Inflation results in enhancing the price of fuels, petrol and diesels. Through which its cost
of business was rapidly increased (Forgacs and Dimanche, 2016). Further, due to rapid decrease
in the quality of performance, outsourcing of funds for running the business has also become a
huge challenge for the company. In this regard, the company also faced a problem of reduction in
ability of the customers in maintaining sufficiency of resources. Reliability: Reliability means the quality of being trustworthy and performing
consistently well. EasyJet is not reliable as it does not perform well and the customers are
not satisfied with the services provided by the easyJet company. Customers of easyjet
company didn't get their money in return after cancellation of their tickets of flights
which leads to high degree of dissatisfaction among customers. EasyJet faced various
legal problems which leads EasyJet to face various problem of paying a huge legal
penalties that resulted in enhancing the cost of company Responsiveness: responsiveness means the ability of reacting positively and quickly. It is
a degree at which information is communicated effectively and efficiently with the clear
set of directions. Customers of the airlines faces late arrival and departure problems due
to which they suffer huge problems like delay in reaching destination. EasyJet do not
have strong communication network which leads to delay in flights. Assurance: Assurance means a positive declaration which helps to build confidence
among people. EasyJet lacks this principle and leads to lower customer retention and also
leads to high degree of dissatisfaction among the passengers and customers which tends
to reduce the overall quality and performance of the company.
 Empathy: Empathy means understanding and building strong relationship between eastjet
and its customers (Gibson and Hanson, 2018). Customers of easyJet company are
providing negative reviews about the quality of services of the firm which lowers the
reputation and goodwill of the easyjet company. They also lack quality management who
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do not have the potential to resolve the queries of the customers leads to lower customer
service and high degree of turnover of customers which impose major challenge on the
easyjet company.
2. Examination of capabilities and competence to improve the quality
EasyJet company must focus on improvising the quality of services which leads to higher
operational efficiency, performance and productivity. Easyjet must focus on hiring quality staff
and management who has desired skills and knowledge to mitigate the needs of the customers
effectively and also resolve the queries of the customers as quickly as possible by effectively
understanding the needs and demand of the customers (Improving customer experience, 2019).
Easyjet must focus on regaining the trust and loyalty of the customers by providing
effective services and facilities to the individual. Easyjet must focus on building effective and
strong communication network by using advanced technology which helps in resolving customer
query as quickly as possible. Easyjet company must focus on targeting audience by effectively
understanding their needs which will help add value in the customer service with desired results
and outcomes. Easyjet company focus on delivering customer service which leads to higher
customer experience and focus on improvising their services. Regular feedback from customers
using web based survey helps in measuring the performance of Easyjet company.
Easyjet company focuses on improvising and building strong and effective position in
Europe by positioning itself as one of the leading airport in the Europe. Easyjet company aims at
offering customer service at more reliable and affordable fares by offering the best quality
services to customers. Easyjet company focuses on implementing the best digital technology
which helps them in maintaining strong competitive position in the market (How easyJet uses
digital to drive competitive advantage, 2019). And also quality staff and management helps in
delivering experienced and effective customer service to the customers. However, digital
innovation makes traveling much easier and reduce the number of check ins at airport. Digital
innovation helps in building customer loyalty and also drives to higher revenue growth, greater
customer satisfaction and cost savings. Customer can book tickets online, seat, lounge, etc.
which leads to greater convenience to the customer.
Easyjet company focuses on building primary airport network which helps them maintain
competitive position in the market and helps in delivering customer service and strengthening the
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position of Easyjet company in the market which leads to higher sustainable, growth and
development of the company.
They must focus on lean cost management which helps in eliminating waste and focus on
core operation of the business which will lead to higher operational efficiency, performance and
profitability for Easyjet company. This helps in creating value for the business and leads to long
tern sustainable growth and development of the business. Lean cost management also helps in
maintaining the structural cost and also helps in managing finances of the company (How to
improve airline operational performance and disruption management, 2017). Easyjet company
must also focus on operational and customer excellence which helps in the quality of service and
maintain good reputation and goodwill in the eyes of customers.
Easyjet company must also focus on hiring the best talent who has the potential to deliver
excellent services to the clients which leads to higher customer experience and satisfaction.
Quality management must effectively resolve the query and problems by addressing customer
and finding the best possible solution to the problem.
The main objective of Easyjet company is to provide safe services to the customer which
adds value in the customer experience. They must focus on consistently offering reliable
products and services and economic fare which will lead to disciplined growth and development
and helps achieve goals and objectives which leads to higher profitability and revenues.
Easyjet company must focus on complying with on legal norms, policies and standards
within the countries in which it operates for smooth functioning and growth of the Easyjet
company. Compliance with legal laws and standards helps Easyjet company in reducing the cost
of penalty and improve the operational efficiency of the company (Importance of Inflight
Customer Service in Airline businesses, 2019).
They must build effective app or website to keep in touch with customers ad inform tehm
about the changes in arrival and departure of flight which helps in building strong
communication network and makes it easy and convenient for both airways and customers in
delivering information to the customers.
The cabin crew of the company must be exceptionally talented and skillful which helps in
ensuring safety and security for both Easyjet company and customers. The talent management of
the company must provide refund to the customers on time and in calse of delay of flights they
should be informed timely.
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Easyjet company must focus on effective marketing tools like advertisement, social
media platforms, twitter, blogs, articles, etc. to make people aware about the services and facility
provided by the company which leads to higher sustainable growth and development of business
(easyJet’s Success in European Business Travel, 2019).
Easyjet company must focus on enhancing the operational efficiency, profitability and
customer loyalty which leads to higher sustainable growth and development of the company. The
better integrated process around the company helps in building effective communication network
with the customers.
3. Impact of management techniques in terms of delivering effective quality management
Benchmarking management technique-
Benchmarking is a process of evaluation of functions of company by continuously
improving the business. The benchmarking increases scope of improvement, comparing current
position with previous one. It also measures companies progress in accomplishing of desired
goals by company. There are mainly two types of benchmarking technique which are internal
and external benchmarking (Williams and Rhoades, 2017). The internal benchmarking refers to
the evaluation of the activities in the company itself and finding the problems in company.
Whereas external benchmarking is the evaluation of external factors of company and managing
them so that there can be smooth running of company.
For example-A food delivering company observed that there is large number of
dissatisfied customers and many complains regarding late delivery of the food items. Therefore
company finds the problem and installed GPS trackers in the delivery bikes so that they can be
tracked and food can be delivered timely (Barnes, 2017). Therefore the company by using the
benchmarking technique evaluated the problem and found the solution for it.
The company Easy Jet can also use this management technique in order to improve its
quality of management. As it is a strategic activity and requires a lot of research and analysis of
company.
Advantages of benchmarking-
The various advantages of benchmarking technique are-
 Initiates technological up-gradation- With the evaluation of the older techniques there
can be up gradation in the techniques of the company. It involves the study of other
companies in same business and adopting there tools and techniques.
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 Improves company's standards- in this process company analyses the standards of
other companies which a company can use in its business and achieve the desired goals.
 Enhances Work Quality- It also leads to organization growth since it improves the
overall quality of there products and services and also reduces chances of errors due to
standardization of business (Bardus and et.al., 2016).
 Improves efficiency- As there is standardization of work there will be increase in the
work efficiency as it will increase the confidence of worker and thereby providing quality
work. Help overcome weaknesses-The benchmarking technique helps the company in finding
the shortcomings and problems and also finding various ways to eliminate those
problems.
Disadvantages of benchmarking-
There are certain disadvantages to the benchmarking techniques which are as follows-
 Lack of information- at times company fails to gather all the relevant information for
evaluation and the data used for benchmarking is inadequate. This leads to the improper
comparison of the information of the company and thereby giving invalid results.
 Costly – as it requires a team of experienced personnel who posses expert analytical
skills and expertise. Therefore it can increase the administrative cost expenses to the
company. Also implementation of the changes requires heavy capital expenditure
sometimes.
 Increases Dependency- through this techniques which uses other companies data there is
dependency on the other companies for their strategies and plans (Gambi and et.al.,
2015). The company forgets there individuality and uniqueness and starts following the
path shown by other companies.
Easy Jet can use benchmarking marketing technique to improve its companies standards
as it will result in the proper management of their resources.
Recommendation / Counclusion
Easy Jet is not providing the best quality to their customers which leads to the
dissatisfaction among them For satisfying the needs and wants of the customers it is necessary
for the company to fulfil the demands of the customers by proving better quality services at
cheap prices so that customers can afford the services and can get satisfied. The satisfaction of
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the customers leads to retention for long run to the company and can also help in capturing the
larger share of the market and will create a strong and loyal brand image. The company needs to
improve the quality of their services as bad quality will result in failure of the business. Easy Jet
can improve the quality by suing different techniques which includes benchmarking.
Benchmarking is one of the most important and effective technique which can use by company
in order to improve their performance and quality of the goods and services. Benchmarking is
basically the way of discovering that what is the best performance being achieved, It is used to
measure the performance using a specific indicator which resulting in a metric of performance
that can e compared to others. In the processes of benchmarking actual performance can e
compared with the standard performance so that through comparison deviations can be found out
and by taking effective measures the deviations can be eliminated in order to match the actual
performance wit estimated one which leads to the achievement of the organisational goal by
reaching to the standard quality maintenance and will ultimately help in satisfying the customers
needs and wants.
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REFERENCES
Books and Journals
Abuzant, S. and et.al., 2017, December. A Review of Multi-Stack PEM Fuel Cell Systems:
Advantages, Challenges and On-Going Applications in the Industrial Market. In 2017
IEEE Vehicle Power and Propulsion Conference (VPPC) (pp. 1-6). IEEE.\
Forgacs, G. and Dimanche, F., 2016. Revenue challenges for hotels in the sharing economy:
Facing the Airbnb menace. Journal of Revenue and Pricing Management. 15(6). pp.509-
515.
Williams, M. J. and Rhoades, D. L., 2017. Airline distribution systems: History, challenges and
solutions. World Sustainable Development Outlook 2007: Knowledge Management and
Sustainable Development in the 21st Century, p.163.
Bardus, M. and et.al., 2016. A review and content analysis of engagement, functionality,
aesthetics, information quality, and change techniques in the most popular commercial
apps for weight management. International Journal of Behavioral Nutrition and Physical
Activity. 13(1). p.35.
Gambi, L. D. N. and et.al., 2015. The relationship between organizational culture and quality
techniques, and its impact on operational performance. International Journal of
Operations & Production Management. 35(10). pp.1460-1484.
Barnes, J., 2017. Measuring service quality in the low-cost airline industry.
Gibson, R. and Hanson, G., 2018. Higher engagement and higher returns: The benefits of trust in
e-mail marketing. Journal of Digital & Social Media Marketing. 6(3). pp.211-220.
Online
Improving customer experience. 2019. [Online] Available through :
<http://corporate.easyjet.com/corporate-responsibility/our-customers/improving-
customer-experience>
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How easyJet uses digital to drive competitive advantage. 2019. [Online] Available through :
<https://www.computerweekly.com/news/4500255119/How-Easyjet-uses-digital-to-
drive-competitive-advantage>
How to improve airline operational performance and disruption management. 2017. [Online]
Available through : <https://www.sabre.com/insights/how-to-improve-airline-operational-
performance-and-disruption-management/>
Importance of Inflight Customer Service in Airline businesses. 2019. [Online] Available
through : <https://www.mecabincrew.com/2017/12/18/importance-of-inflight-customer-
service-in-airline-businesses/>
easyJet’s Success in European Business Travel. 2019. [Online] Available through :
<https://amadeus.com/documents/en/airlines/case-study/easyjet-success-in-european-
business-travel-case-study.pdf?crt=DownloadRequest>
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