British Airways Quality Management and Recommendations Report

This report delves into the concept of quality management, emphasizing its significance in the hospitality, tourism, and events sectors. It uses British Airways as a case study, examining the airline's quality issues and their impact on customer satisfaction. The report identifies key reasons for poor quality, such as negative consumer reviews, inadequate public relations, and outdated services. Furthermore, it recommends specific improvements, including implementing the PDCA cycle and Juran's Trilogy for better quality planning, control, and enhancement. The report concludes that effective quality management is essential for customer loyalty and sustained competitiveness, urging organizations like British Airways to prioritize service excellence and address identified gaps to maintain market relevance.

Managing Quality in
Hospitality, Tourism
and Events

Contents
INTRODUCTION...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
Identify and describe the concept of quality management.......................................................................3
TASK 2..........................................................................................................................................................4
Outline 3 underlying reasons for poor quality that may have impacted British Airways.........................4
TASK 3..........................................................................................................................................................5
Make recommendations to British Airways, so that they could improve quality....................................5
CONCLUSION...............................................................................................................................................5
REFERENCES................................................................................................................................................6

INTRODUCTION
Quality management is one of most important activity or act to oversee the tasks and
duties to maintain the level of excellence with the help of quality policy, creating and
implementing planning regarding to build products in best quality. Managing quality is one of
most concerning issue in today’s world and enables to make consumers loyal if organization
focus on it. This report is based on the British Airways which is an multinational flag carrier in
the market of UK . It is second largest airline on fleet size and passengers carried out. This
report is based on the concept of quality management to provide delighted experience to
consumers. It also includes the main reasons behind the poor quality of BA and after that
recommendations to improve the services quality with help of various tools and techniques.
TASK 1
Identify and describe the concept of quality management.
Quality management is an act to observe or evaluate the various works and activities in an
organization by ensuring the quality of products and services should be offered to consumers with
consistency. It proved beneficial to maintain the level of best quality within a firm that builds brand
loyalty of products and services (Dredge. and et.al., 2013). There are various quality gurus that spend
their money and time to get one of best insights and views to understand the quality with its importance
for an individual as well as organization.

Feigenbaum was the first guru who give the concept of Total quality control in their handbook known as
quality control handbook. In his view quality is one of most important and crucial aspect for the
individual as well as organization to achieve the goals and objectives as per proper planning and
implementation.
The another important guru that Are W. Edwards Deming placed significant importance and
responsibility on management to be accountable for the 94% quality problems that can be resolved after
identifying gaps in giving services.
Evolution of quality:
Quality is very much ancient concept to maintain and build one of most quality products and
services various concepts and theories come in practice (Dredge, Airey and Gross eds., 2014). In
1920 the statistical theory come into existence and in 1924 Stewhart build a quality control chart and
some more research and development should be conducted later by Deming, dodge and Roming. In 1950s
the Quality management theory and practices come into existence and after that through research and
development should be conducted to get potential outcomes out of it.
TASK 2
Outline 3 underlying reasons for poor quality that may have impacted British
Airways.
Poor quality refers to the providing products and services not as per the set standards that give
negative experiences while availing services of the particular organization. In context of British Airways
which is one of second largest airline in UK but facing the high consumer complaint ratio due to the
some reasons that hinders their self interest that are as follows:
 The first and foremost reason of poor quality that is bad or poor reviews from the consumers of
British Airways that passengers faces the problem due to the IT shutdown. There are lot of
negative reviews of consumers that impact on their profitability level (Yeoman and et.al .,
2012).
 The another major reasons behind that they do not maintain healthy public relations with the
consumers which spoils their profitability level. They handle kinds of mobile apps and websites
that are under surveillance of cyber attack and pilfer the information of customers.

 The another major concern before them that they not upgrade their services and airlines for
long time instead that fierce competition existed in the market place.
Reviews of potential stakeholders of BA:
The BA customer service is unquestionably that are least helpful, accommodating and
friendly. They clearly train their staff members to frustrate its consumers.
TASK 3
Make recommendations to British Airways, so that they could improve quality.
For an organization it is very much important to pay attention on managing and giving best
quality products and services to remain always competitive in marketplace. In context of British Airways
they majorly have to focus on the managing their consumers experience in positive manner. they have
to plan and coordinate each and every activity related with consumers in careful manner by using
various tools and techniques that are as follows:
PDCA cycle or Juran’s Trilogy:
To manage and coordinate quality the famous quality trilogy should be developed by Joseph M
Juran . in context of BA they have to occupy the three processes that are quality planning, quality
control and quality improvement that differ from one another and serve various purposes (Bowdin
and et.al., 2012). In context of BA they have to firstly find out the major gaps in giving one of best
quality products and services that can be able to one of delighted experience to consumers. With the
help of Plan, do, check and act an organization can achieve the optimum outputs as per its willingness to
remain always competitive in marketplace. They have to record one of best and worse experience of
consumers and majorly have to work on these factors. So it is very much important to build products
and services as per the consumer choices and preferences so that they become loyal consumers.
CONCLUSION
From the above report it has been concluded that quality and its management is very
much important for an organization to deliver one of best experience to ultimate consumer base.

With the help of managing quality consumer become loyal and for that individual can be ready to
pay higher price. Organization have to give one of best quality products and services for that
paying attention on the major reasons behind the poor quality and potential gaps in optimum
level of services plays very important role to remain always competitive in marketplace.

REFERENCES
Books and journals:
Moon, K.S. and et.al., 2013. A mediating role of destination image in the relationship between
event quality, perceived value, and behavioral intention. Journal of Sport &
Tourism. 18(1). pp.49-66.
Pan, B., Huan, T.C. and Yuan, Y.Y., 2013. Adding environmental sustainability to the
management of event tourism. International Journal of Culture, Tourism and
Hospitality Research.
Wood, R.C. ed., 2013. Key concepts in hospitality management. Sage.
Allameh, S.M. and et.al., 2015. Factors influencing sport tourists’ revisit intentions: The role and
effect of destination image, perceived quality, perceived value and
satisfaction. Asia Pacific Journal of Marketing and Logistics. 27(2). pp.191-
207.
Dolnicar, S., Lazarevski, K. and Yanamandram, V., 2013. Quality of life and tourism: A
conceptual framework and novel segmentation base. Journal of Business
Research. 66(6). pp.724-729.