American Airlines: Enhancing Performance Through Quality Management

This report examines the influence of quality management practices on improving customer satisfaction, service performance, and overall organizational performance within American Airlines. It discusses the meaning of customer satisfaction and organizational performance, and identifies aspects of quality management practices associated with enhancing these areas. The report highlights the importance of customer satisfaction and organizational performance for American Airlines' future success, emphasizing the need for continuous improvement and the adoption of new philosophies. It suggests the use of lean six-sigma approach to address problems and improve quality management, stressing the significance of planning, quality assurance, and customer-focused principles. Furthermore, the report identifies key aspects of quality management, including ethics, trust, employee training, recognition, communication, and leadership, and their role in enhancing service quality and gaining a competitive advantage. The report concludes by emphasizing the importance of quality management in the service industry and its contribution to managing diversity, tracking mistakes, and maintaining consistency to improve customer satisfaction.

Running head: QUALITY MANAGEMENT
Quality Management
Name of the Student
Name of the University
Author note

1
QUALITY MANAGEMENT
Table of Contents
Part A...................................................................................................................................2
Part B...................................................................................................................................3
References............................................................................................................................6

2
QUALITY MANAGEMENT
Part A
Customer satisfaction along with organizational performance is essential in nature, as this
will help American Airlines in performing well in the future. The satisfaction of the customers is
essential in nature as the improving the effectiveness of the entire business. The Deming offered
the fourteen key principles for the entire management that is required for significantly improving
performance. The fourteen principles include creating constancy of the purpose towards the
entire improvement of product and service. The respective airlines need to adopt new philosophy
to understand and learn the responsibilities and take leadership on the change (Sallis 2014).
The entire productivity of the organization has to be increased by American Airlines
wherein this will help them in improving the quality of the management in the airlines. The lean
six-sigma approach can be used by the airlines wherein this will define, measure, analyze,
improve and control the problems faced by them. Proper planning, assurance of the quality is
essential to improve and control the management of airlines. There are different principles of the
quality management that has to be followed by the airlines in such a manner that will keep their
focus on the customers. The continuous improvement is required for keeping mutually successful
supplier relationships (Sabella, Kashou and Omran 2014).
The leadership management is required to be provided in such a manner that will help
them in improving the quality of the airlines and other internal services. The evidence-based
decision-making is essential in nature, as this will require maintaining cordial relationship with
different customers. The internal management has to be changed in regards to the quality that
will help them in satisfying the customers (Krajewski, Malhotra and Ritzman 2015). The time
management skills play a major role in the quality management of the airlines. The quality of the

3
QUALITY MANAGEMENT
communication skills is essential in nature in the organization as this is required in the airline
sector and this will provide them more customer base. The level of patience and knowledge
about the different products is essential in nature to improve the quality and gain competitive
advantage in the organization (Gonzalez et al. 2015).
The airline sectors are one of the prestigious departments wherein the flight attendants
need to handle the different issues of the customers. The issues has to be handled in such a
manner that this will ensure that they were satisfied and happy with the services provided by the
specific airlines. The quality of American airlines has to be improved by training the staffs and
listen to the issues faced by them while travelling with their airlines.
Proper feedback forms have to be provided to the customers on their official websites that
can be helpful in nature to get their views on different difficulties and solve the issues. The
satisfaction of the customers is essential in nature, as this will help in handling the situations in
more effectual manner. Lastly, the feedbacks have to be taken seriously and the customers will
be provided with proper facilities and services in the future.
Part B
There are different kinds of aspects related to quality management that can be used by
American Airlines that has to be followed by them in an effective manner. The aspects are ethics,
trust, and training of employees, recognition, communication and leadership of the different
employees in the American Airlines. The training of employees is essential in nature in the
airlines, as this will help in improving the quality of services provided by them. The training of
employees in the respective airlines will help in generating positive results from the customers
and this will help the airlines to improve in the future.

4
QUALITY MANAGEMENT
The quality management is the set of procedures that helps the airlines that will help in
delivering different services to customers in a positive manner. The ethical procedures have to be
followed by the respective American airlines in order to gain competitive advantage and this will
include integrity as well. The leadership qualities have to be up to the mark for the American
airlines, as this will help in recognition of the airlines. The teamwork has to be followed by the
respective airlines in generating huge productivity in the entire organization (Psomas and Jaca
2016).
The decision making approach is required to be followed by the respective airlines in
such a manner that this will help American airlines in generating quality services to the
customers who are travelling with their airlines (Schniederjans and Schniederjans 2015). The
focus of the customers can be gained by American airlines in such a manner that will help them
in understanding the issues faced by the customers previously. The planning is essential in
nature, as this will help in improving the productivity of the organization. The business
operations has to be improved in such a manner that this will help in improving quality and
understanding the preferences of the customers (Dale 2015).
W. Edwards Deming is the father of the quality management who has explained that
quality is essential in different fields, as this will help in improving the quality circle in an
effective manner. The satisfaction of the customers is essential in nature, as this will help in
retaining the loyalty of the employees towards the customers who are travelling and using their
services. The loyalty is essential in nature in the airlines, as this will help the customers to
recommend the same services to their relatives and friends in the future.

5
QUALITY MANAGEMENT
The outcome of the different quality management practices helped in understanding that
quality management is essential in different fields. As the airlines is the service industry, quality
circles is essential in nature and this will help the airlines in managing diversity and track the
mistakes in the organizational internal matters. The different consistency is maintained in the
respective airlines, as this will improve the quality of the services provided to the customers. The
satisfaction of the customers is essential in American airlines, as this will help in making the
decision making process effective in nature in the future. The decision-making is essential in
nature in different organizations to understand the internal and external matters (Kwon, Lee and
Shin 2014).

6
QUALITY MANAGEMENT
References
Dale, B., 2015. Total quality management. John Wiley & Sons, Ltd.
Gonzalez, M.E., Quesada, G., Davis, J. and Mora-Monge, C., 2015. Application of quality
management tools in the evaluation of websites: The case of sports organizations. Quality
Management Journal, 22(1), pp.30-46.
Krajewski, L.J., Malhotra, M.K. and Ritzman, L.P., 2015. Operations management: processes
and supply chains. Pearson.
Kwon, O., Lee, N. and Shin, B., 2014. Data quality management, data usage experience and
acquisition intention of big data analytics. International Journal of Information
Management, 34(3), pp.387-394.
Psomas, E.L. and Jaca, C., 2016. The impact of total quality management on service company
performance: evidence from Spain. International Journal of Quality & Reliability
Management, 33(3), pp.380-398.
Sabella, A., Kashou, R. and Omran, O., 2014. Quality management practices and their
relationship to organizational performance. International Journal of Operations & Production
Management, 34(12), pp.1487-1505.
Sallis, E., 2014. Total quality management in education. Routledge.
Schniederjans, D. and Schniederjans, M., 2015. Quality management and innovation: new
insights on a structural contingency framework. International Journal of Quality
Innovation, 1(1), p.2.