BSBCUS501: Quality Customer Service Evaluation at Qantas Airlines

This report provides a comprehensive analysis of Qantas Airlines' customer service practices. It begins by outlining Qantas' functions, products, and services, followed by an evaluation of its customer service policy and accessibility. The report delves into how Qantas researches and monitors customer needs and expectations, and examines the strategic and operational planning involved in meeting those needs. Furthermore, it assesses the adequacy of Qantas' resources, strategies for monitoring team performance, and methods for helping colleagues overcome customer service challenges. Finally, the report discusses actions taken by Qantas in response to customer inquiries and complaints, particularly concerning environmental impact. The analysis uses various sources, including Qantas' sustainability reports and customer feedback, to provide a detailed overview of the airline's commitment to quality customer service.

Running Head: MANAGE QUALITY CUSTOMER SERVICE
Manage quality customer service
Individual questions
Student Name
[Pick the date]

MANAGE QUALITY CUSTOMER SERVICE 1
Task 1
a) Qantas Airlines and its functions
I have chosen the airline industry and Qantas is my chosen organization. Qantas was
founded in outback Queensland. It is an Australia’s biggest local and global airline
company that have two brands such as Qantas and Jetstar in Australia. Total 35000
employees work in Qantas in which 93% people are from Australia. Qantas is one of the
largest organizations in Australia with having strong reputation, more reliability and a
very strong commitment towards maintenance. Qantas is currently a business leader is air
transport segment. Qantas group has a strong strategy: deliver a sustainable return to its
shareholder. Qantas is known for its quality customer service (Qantas, 2018).
b) Qantas Airlines products and services
As Qantas is associated with air transportation business of people and materials, so its
products and services are also related to Arial. Following are the products and services of
Qantas airlines:-
 Domestic economy and Domestic business
 International economy, International premium economy, and International
business
 First class.
 Upgrade services given by Qantas are virtual reality glasses for entertainment
purpose lounge facilities. They also provide food service along with the
customized orders. With these services, Qantas provide one of the unique services
in the form of in-flight communication that helps the customer stay connected
when they are flying with the Qantas airlines (Qantas, 2018).
C) Qantas’s published Customer Service policy or charter. Evaluate the adequacy of
the policy and how accessible it is to those inside and outside the Qantas.
Appendix 1
1. The organization will never compromise on the safety of the customer as the safety of the
customer is our main priority. In services like airline everything is based on the safety, if
there is no safety then it means no customer.
2. The organization is committed to reaching the customer and their bags to the desired
destination at the right time. In the present world, time acting as a very significant role in
the eyes of the customer.
3. It is the responsibility of this organization to take care of the customer if something
happens wrong.
4. In case of emergency condition like natural disaster the Qantas will bear the cost of
living.

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5. In case of frequent travel customer will get reward seat selection.
The policies which the Qantas airline promises are proven by to be true as per the given
feedback of the customers in the review section of the Qantas airline website and the
rating is given to the Qantas airline shows its commitment towards its customer services
(Qantas, 2018).
Task 2
a) Qantas Evaluate how the organization and its teams carry out research to establish
and monitor the needs and expectations of its current and potential customers
As per the sustainability report of Qantas, the organization carries various researches
through survey questionnaires to understand the needs and expectations of its present
and potential customers. Qantas executes various surveys for getting aware of the level
of customer satisfaction every year. This research also aids in understanding the
expectations of the customer and at what percent the organization was able to convert
these expectations into reality (Qantas sustainable report, 2017, p-10). As, Qantas know
that in present time where about 80% of the world population is on social media. It has
also become important for the organization to make a safe position for their
organization because of which it can monitor all the activities on that platform which
can be helpful for the development of the Qantas airlines (Queensland govt., 2018). The
business organization makes use of social media platform for surveying the targeted
customers. This method is a technical means of collecting the data required that will
generate relevant data in huge amount in lesser time. “Caring for your customer” is one
of the most empirical statement that is used by Qantas for expressing the level of
dedication to caring for customers. This is a guide, which assists in servicing customer’s
needs to ensure a unified travel experience (Qantas 2018). This guide is also considered
as one of the most effective and efficient method that is used by the business
organization for monitoring the needs and expectations of the customer.
b) Strategic and operational planning for meeting the needs and expectations of its
customers
As per, Stephanie Tully which serves as marketing chief in Qantas says that the
reputation of the organization was on burning platform in 2014 for wrong reasons. A
program was implemented which was based on cost reduction resulted in many job
losses. This has made a bad impression on the associated customers as well as
employees. To remove this impression from the minds of the customers and reposition
the organization again in the minds of customers the Qantas applied two main strategies
along with operation level. One strategy is making the changes not only with the base of
technology but in the mixer of expertise, statistics, persons and marketing (Cameron,
2017). Due to this net profit of the Qantas increased which indicates that customers are
now on the side of the brand. Hence on the operational level, the organization has

MANAGE QUALITY CUSTOMER SERVICE 3
evolved customer services by redesigning the platform on which it focuses on customer
data and also has realigned their employee abilities to reflect on customer focus.
Another strategy is building the platform for increasing the capability of the employees
to predict the expectation of the customer with the help of digital transformation
through the cross-functional process.
Qantas have a team of experts that provide a wide range of professional services
and business assistance for enabling the operating segments board and executive
management for developing the best deliberate and tactical decisions (Qantas 2018). For
any organization brand, innovation and statistics is the key to the success and
combinable provides the competitive advantage for the growth of the organization. They
believe that the staff staying in marketing/sales, office desk or in administration will
make them skilled in their particular work not upgraded (Mazzarol and Soutar, 2008, p
34-35). Hence on an operational level, the organization has adopted the process of
cross-function in which every member will interchange their role and responsibility to
increase their ability to meet the expectation of the customers.

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Task 3
a) As per the Customer Service Policy of Qantas, the adequacy of the Qantas resources
to meet the needs of its customers.
The Qantas airline considers employees as the most important resources and believes that
the ability of their employees fulfills all the expectation of the customer. Qantas has
divided in to three segments. One is human aspect which ensures that only best
employees get selected with experience in Airlines in both contracts as well as on roll
sections. Contracts is handling manpower work and on roll is for administrative and
management purpose. Second aspect is technical in which use of technology is used to
take care of GAP analysis related to customer services and finally is the financial section
which ensures that Qantas must drive enough surplus by making its operation as lean
process which it can further use in its upcoming operations (Cai, L. and Zhu, 2015, p-7).
All these issues are highlighted according to their priority and then all issues are figure
out one by one.
b) Strategies used by the Qantas to monitor team performance to ensure quality
service
Qantas believes that it is their employees which are mainly responsible for the growth
and decline of the organization through their actions. Hence, it is important to monitor
their performances. Qantas use many strategies to monitor the performance of their
employees. One strategy is scheduling the weekly meeting with the customer services
executives and report on their performances. Another strategy used by Qantas is
analyzing the conversation between the customers and the organization executives
through their emails chats and call records and the third strategy used in service is
checkbox customer in which a questioner is put on each desk of the check-out counter so
that when the customer after using their services can share their experience regarding the
behavioral of the staff towards them along with the services offered by them. This data is
then thoroughly analyzed and then all the necessary actions are being taken to retain the
trust of the customers (Williams, 2018). Moreover, the business organization has a
specialized team of HR (human resource) that recruits pool of potential and professional
candidates as per the requirements. This leads in proper management of work and brings
increase in the level of performance of the employees thus leading towards high quality
of services.
c) Qantas help colleagues overcome difficulties in meeting customer service needs.
The employees working in any organizations are not machines, they are humans. Hence
there is the number of chances that they will make mistakes. In a business like an airline,
a mistake can lead to many different consequences. Hence, Qantas believes that it is their
responsibilities to fill this gap with the help of developing so they are using the most
improvised way to train their employees. Instead of using PowerPoint presentation they

MANAGE QUALITY CUSTOMER SERVICE 5
are using the creation of real-world scene in which with the help of technology they
create such a situation where employees face almost all possible problems which can
arise during their service period and taught them how to handle these situations. The
organization uses methods like role-play in which a professional person will analyze the
action and reaction of the employees and they will give feedback to them regarding
needed improvements in their behavior and actions (Aspire, 2018, p-40). The
organization also uses the experimental way of learning in which the employee will be
put in the most uncomfortable situation and try to understand their mental presence and
capability with the help of data. The organization also uses the group building learning
method in which different groups are formed with those members which have some kind
of conflicts with each other. As removing conflict is one of the objectives of any
organization. Every group is assigned some task in which one member of each group is
intentionally put into a situation where that person will not be able to handle and
observation are made whether any member of the group or whole group will take
responsibility and will put their best effort to resolve the situation.
Task 4
a) Actions taken by the Qantas in response to the enquiries or complaints
One of the biggest complaints was filed by customers on Qantas was that their airlines are
responsible for the carbon footprints in the environment which is ultimately affecting the
society. This complaint had a very bad impact on the image of the organization. Air
company have a specific accountability to answer back vigorously to the danger of
damaging environment variation, hastening fuel charges and ecological dilapidation with
measures to decrease energy intake and accomplish waste efficiently. Qantas is taking an
active role in activities regarding the environmental protection (Qantas annual review,
2016). One of the creativities is the founding of the environment and fuel conservation
group, which is tasked with ongoing to mix accountable environmental performs in their
process. Through the Qantas group's environment policy, the Qantas group is occupied
proactively in emerging and upholding systems that help recognize and manage weighty
environmental impact ad danger. They are mixing these ecological considerations into
arrangement and working activities across the Qantas group and reducing the leftover and
refining their source efficiency. The environment and fuel conservation team’s work
includes: Executing group wise packages to recover ecological performance and make
sure that these programs are effectively executed (Jensen et. al, 2013, p-1). Preparing and
executing strategies to advance the fuel efficacy and decrease the emission footmark of
collection airplane operation. Will use, executing management systems that minimize
environmental risk and encourage continual improvement in environmental performance.
The below presented are the images that are depicting the Customer Complaints handling
system of Qantas.

MANAGE QUALITY CUSTOMER SERVICE 6

MANAGE QUALITY CUSTOMER SERVICE 7
b) Specific legislative area/law that Qantas to respond enquiries or complaints it
receives.
Qantas will only display the general information like name, gender or date of birth on the
dashboard. But it protects all the personal and sensitive information under the act of privacy law
"Australian Privacy Act 1988". In this law, the GDPR is applied in which all the data related to
personal details of the customer is kept. It includes data related to religion, political view, trade
union association, biometrically related data or genetic related data (Svantesson and Clarke,
2010, p-38). The customer fulfills all the details related to him in company’s software dashboard
which then make use of two phases. One is SDLC system, which is otherwise called a structure
that depicts errands, performed at each phase in the product advancement cycle. It is a game plan
taken after by all change groups which are incorporated into the product association. It
incorporates a point by point design portraying how to create, keep up and supplant particular
information. SDLC incorporates exercises like arranging in which critical piece of the
information is being controlled by encounter representatives, at that point codes are being
produced identified with security of clients, at that point testing of bugs are being directed lastly
every one of the records and support is affirmed for discharge and other is Waterfall technique
which is a kind of process which is likewise called as liner life cycle demonstrate. This
procedure takes after a consecutive request to move just one way to accomplish their objectives.
Fundamentally, this kind of technique is utilized for the little undertaking and where no
vulnerability is required. Toward the finish of each stage, an audit procedure is occurring to
gauge whether the undertaking procedure is on the correct way or not. Also, the privacy
framework management is considered by strategy approach where objects are well-thought-out
better to fulfill their confidentiality responsibilities if implant privacy safeguards in the design of
data handling. Under this act, all these data are protected with the most secure technology so that
no one can excess this data for his personal advantage (Caron et al, 2016,p-1). An eye is always
kept on the flow of this data on daily basis with the help of technology monitoring devices.
Qantas hold the personal information in a combination of hard copy and electronic files.
The business entity is also making use of third party system providers that collect and safely

MANAGE QUALITY CUSTOMER SERVICE 8
store the data and they have the access over the personal information (Qantas 2018). When an
individual books flight or access personal information regarding the membership of the clubs and
programs, Secure Sockets Layer (SSL) is the secured server that is used by the business
organization. This system encrypts the information sent by using the website.

MANAGE QUALITY CUSTOMER SERVICE 9
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MANAGE QUALITY CUSTOMER SERVICE 10
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2018].

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MANAGE QUALITY CUSTOMER SERVICE 12
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