21281BA Business Process: An Analysis of Qantas Airline Operations

This report provides a comprehensive analysis of Qantas Airline's business processes. It begins with an introduction to Business Process Management (BPM) and its importance, followed by an overview of Qantas, including its history, brands, operations, and mission. The report details Qantas's target market, strategies, and organizational structure, including its commitment to ethical business practices and regulatory compliance. It examines key processes such as travel documentation and recruitment, and includes relationship and cross-functional maps to illustrate internal coordination. An analysis of the airline's performance, including challenges faced in 2011, and discussion of strikes and financial issues are also presented. The report concludes with recommendations for Qantas to sustain its business, focusing on workforce management, and the importance of maintaining high service standards to remain competitive in the global market. The report emphasizes the need for Qantas to adapt to changing market dynamics, address competition, and leverage customer feedback to improve its service and profitability.

ASSIGNMENT
COVER SHEET
Course Code : 2 1 2 8 1 B A
Course Name : Business Process
Due Date : 26 November 2017
Assessment Item Number : Written Assignment
Campus and Enrolment : Off-campus
Lecturer : Maduka
Word Count
Student Number [s5090195]
Student Name [Deepika Chander]
Table of Contents

Business process
Introduction
The Business Process Management helps to identify the organization needs to perform
their task and to ensure the consistent outcomes and to take advantage of improvement
opportunities in a workplace environment and to ensure the organization policy and set standards
should be meet by the employees.
This report will focus on the business process of Qantas Airline. The Qantas airline was
found in 1920, the largest airline in Australia and growing is business as international and
domestic. Qantas is widely regarded as the world’s leading long Distance airline and strongest
brand in Australia. The Qantas Airline use two complementary brands Qantas and Jetstar for
transportation of passengers. The airline brands operate regional, domestic and international
services. The airline employ over 35,000 employees with approximately 93 percent of them
based within Australia. The airline begins with using the fragile biplanes which could carry one
or two passengers in open cockpits which later progress to Airbus A380 which could 450
passengers from one country to another destination.
The airline operates 20 Domestic and 21 international flights across 16 countries includes
Africa, America, Asia and Europe. Qantas link and Jetstar operate 5,700 flights in a week which
includes 50 city and regional destination flights in all states and territories. Qantas operates as
premium, full-service Australian both domestic and international airlines which offers benefits as
a global network, first, business premium Economy and economy on international services and
economy on domestic services, and a leading frequent flyer program, inflight meal and
entertainments services and airport lounges services for passengers to enjoy their comfortable
journey.

The maintenance of the Qantas airline aircraft carried out in Australia for many years.
Qantas engineers holds a regulatory approval from Civil Aviation Authority(CASA), and
many other foreign regulatory authorities and airlines to ensure engineers not only meets the
safety standards criteria of aviation authorities, but also achieve world standard for deliver, and
for passengers’ safety.
Qantas airline has the high safety record and leading as the world’s leading long distance
airline and has the strong brand image in Australia. The airline will continue to provide the
outstanding customer service to its passengers and is at the forefront of the international civil
aviation industry (ICAO)). In future, Qantas holds many challenges such as theto maintain the
safe flight operations, continue to train pilots, ground operation staff members and to upgrade
their knowledge when any new technology implement in the workplace. The airline needs to
maintain world class product standards when competing with other airlines for long term
benefits.
The Organization
The airline is committed to comply with all the applicable laws, regulations which set by
the Australian Government and to conduct a business with the highest level of ethics and
integrity. The Business Practices document is set by Qantas Group which highlights the
standards which must be followed by the airlines employees, pilots, managers to be aware of
seeking an advice and authorization action to be taken which may contrary to a Qantas Group
applicable policy.
1.1 Mission

Qantas is Australia’s leading premium airline and dedicated to being the best. The aim of
the airline is to customer expectations every time when passengers using their flying service and
continue to invest in business and to provide exceptional level of service. The airline will also
continue to maintain the highest safety record by complying with all the laws and regulations set
by the Australian government.
1.2 Target Market
The airline’s Target audience are the business travelers who often use their service when
travel in and outside Australia which is been down into routine travelers, conference travelers or
emergency business travelers, again this gets broken down into weekend tourists and multiple
destination travelers. The airline passengers would pay the extra charges for luxuries services
provided by the airline.
1.3 Strategy
 To make profitable growth for the business
 To provide Customer service excellence
 To create more optimal networks with other countries
 Sustainability and risk management
 To be the leading leaders.
Building a strong Domestic Business:
 To Grow Jetstar service in Asia

 Transfer Qantas s international
 Growing portfolio related business
 Building customer loyalty through great experience and multiple brands
 To engage and develop the staff experience by providing the latest technology equipment’s and
machinery.
2. Business Process identification
2.1 Travel Documents
Before departing flight with Qantas airline there are some important information needs to
assess by the customer service team member which includes the ticket, av valid passport, and a
forms of photo identification.
Tickets
Passengers needs a valid airline ticket to travel for both domestic and international flight
but, however with new advance technology many customers purchases an electronic ticket (e-
ticket), which will be issued with an itinerary receipt which must carried by passengers.
Passport
All passenger who travel international need to have a valid passport regardless of the
destination flight with a valid passport issued date and with an approved country visa destination
country visa. Many countries nowadays used an, electronic machine readable passport which
identify the person before boarding the flight.
Domestic flight
When travelling on a domestic flight needs a valid ticket and a photo identification such
as a driver’s license, passport identification or a social security card.

2.2 Recruitment Process
The application for a job role can be completed by using their Careers site where
applicant can attach their CV and Resume. The next process would be being a short listed for an
interview and successful candidate would have to perform the Psychometric assessments for a
verbal reasoning. Numerical reasoning and personality tests after that the background checks
would be perform to see any criminal check records for employees.
4. Relationship and cross-functional maps
Various organizations in the world of business have been weakened by weak relationship
among their departments. Qantas airline has a business relationship which creates an
understanding among the organizational departments. Through relationship mapping, Qantas has
been able to make appropriate decision making while conducting their daily operations through
the relationship between various departments. and cross function, the business have been able to
make appropriate decisions relating to the generation business operations. Creation of a
relationship and coordination among the organization departments will result into accuracy in
terms of operation and smooth business operational process.

Relationship map
Policies
Training
Regulations
Technology
Reporting
Strategy
Safety
Change
Cross-functional map
The chart below is a cross-functional map indicating the coordination between various
stakeholders in Qatar airline.
Regulatory
Compliance Business
Transformation
Business
improvement
System replacements
Qantas engineering
Qantas
Business
Management
system

5. Analysis
The organization based on the weak business operation suffered losses and drawbacks in
the year 2011. This was as result of lack of coordination among various sectors of the
organization where departments like management and other departments were not able to
coordinate. However, the organization was able to start again its operations based on perfect
business process management. Even though the organization lost a lot of resources, it requires a
major financial boost which can only be ensured through a proper coordination or the
departments. The organization desire to achieve their transformation through partnering with
emirates can only be achieved with a proper coordination among the departments. Through
adoption of a proper business plan, the senior management and board members should work
together with other junior departments. The organization is likely to achieve their desires through

planning and team work where all stakeholders are involved to avoid situation like that of the
year 2011.
Discussion
In the end of 2011 three unions which include the baggage screening, engineers, catering
staff and Qantas aircraft pilots was went on strike regarded pay rising issue and conditions, for
several months. In addition, Qantas services were affected and by as result 70,000 passengers
were affected, more than 500 flights were cancelled and seven aircraft grounded. In addition, 22
airports were affected both internationally and domestically which involved 109 aircrafts. On 29
November 2011, chief executive of Qantas Alan Joyce has made the decision to ground the
airline’s entire fleet. After this situation, Alan Joyce’s decision was paid off when the industrial
umpire, fair work Australia, arranged meetings to start service once again. The Qantas was given
20 days to resolve the conflict but, however Qantas was failed to make the decision within the
given timeframe and fair work Australia made the decision to bring closure the Qantas team and
three unions to made decision. Qantas has cut down 500 jobs which were major impact for the
Qantas airline and Alan Joyce said, he is very concern about Qantas and will do everything to
serve passengers and maintain safety standards by regulations also he will try to keep his
employees such as pilots, baggage handlers, customer service and trained to the best quality and
will pay high rates. Qantas airline ordered new boeing787 aircrafts. Qantas has positive
reputation and looking forward positive alliance with emirates airline which will help Qantas to
continue its service. Alan Joyce can use feedback, survey from customers to avoid conflict in
future. A major concern was the financial costs involved. To maintain its position in the global
market, Qantas needed to spend $13 billion over the 10 years on new and more efficient planes,

upgrades to its current fleet, fit-outs, in flights entertainment and improved terminals. (Bamber,
2011).
Conclusion
Qantas has been continuing to provide their service for 100 years and has been acclaimed
for its success and milestone. As the rules and policy changes in business which needs to be
followed by the airline. While Qantas has could boast of its legacy in business, Qantas needs a
well structure mechanism to confront the challenges to compete with other airline services.
Qantas carry on giving wonderful service to its clients and is at the front position of the
worldwide civil aviation business.
The airline is doing an excellent job to ensure all its stakeholder’s needs are adequately
catered for through a variety of initiatives undertaken by Qantas airline which includes the
carbon initiatives and the supplier relationship program which has helps Qantas airline to remain
Australia’s Premium airline and uphold distinguished reputation within the airline industry.
Qantas airline domestic experienced Poor in the financial year of 2014. However, which is likely
to be improved dramatically due to the retention of over 80% of the domestic market. By
implementing the range of initiatives and programs Qantas airline could satisfy the strategic
objectives effectively.
As with the growing competition the Qantas group needs to establish their business
standards particularly, by maintaining the firm position in aviation industry as well as to well
prepare for handle with unexpected situation that will be possible happen in the worldwide. In
my opinion there is some threatening such as domestic and international competition that can
lead Qantas weaken. Those contestants can snatch the market share and create brand loyalty by
better service, less accident, and punctual. Thus, Qantas must maintain standard the quality of

service to be the world's best airline in the world.As nowadays many people travel around the
world and wants to buy the cheapest flight deals as the world’s leading airline Qantas can
provide the cheapest flight deals to their customers as in holiday season which will increase
airline’s profit and more people will travel with Qantas airline.
Recommendation
The following are the list of recommendations for Qantas airline which needs to be
consider sustaining in a business for longer time.
 Workforce Management: the airline industry is largely dependent on its Employee at all
levels. The airline provide training and upgrade their technology skills of its employees but,
however in the recent there has been cut down jobs in Qantas which could affect to airline
industry to continue their service. As Qantas employee people from diverse culture and trained
their employees to adopt a Qantas culture However, a more localized approach would be the best
option for the airline.
 Transforming Qantas international: In recent years Qantas has expand its business as
internationally despite significant capital infusion but, however the airline still required some
improvement which could be achieved by buying new aircraft with new technology feature and
to connect more flight service for customers. Qantas airline also could connect their service with
other countries to make profit for their business.
 Safety and Security The safety and security of Qantas group to their customer and employees is
always being the priority. Qantas was the first airline to introduce the integrated safety
management system and Qantas continue to use the guide to approach to safety today but
however, Qantas still needs to main the safety and security standards in future to compete in
business market with the other airlines.