Quality Management: Improving Business Services at British Airways

This report explores quality management within a business context, focusing on British Airways and its service operations. It highlights the importance of self-assessment, communication, and record-keeping in achieving quality excellence. The report discusses the stages of staff consultation and proposes a new system incorporating Statistical Process Control (SPC) and employee empowerment to improve service quality. It emphasizes the need for regular communication with customers and employees and tactical planning along with quality control to meet organizational goals. The analysis draws upon academic references to support its recommendations for enhancing British Airways' quality of services.

Quality Management
TASK 4

Content
 Introduction
 Role of self-assessment
 Importance of communication and record keeping
 Stages of staff consultation
 Proposing new system to improve quality of services

Introduction
Quality generally refers to a level of excellence. It is considered as most
important challenge which are facing by organisation.
It is an opportunity for companies, if they are developing their reputation for high
quality, then they are creating an advantage over their competitors.
Present report is based on British Airways who is providing so many services to
their clients who are travelling in plans.

Role of self-assessment
Self-assessment is playing an essential role at workplace. It is also significant for
manager to properly understand the concept of ‘state of health’.
Self-assessment includes comprehensive and systematic reviews which are taken
by customers.
These assessments are need to be done on regular basis and against the objectives
of organisation. It is responsibility of manager to make report on services in order
to reach with organisation goals and objectives.

Importance of communication and
record keeping
For any organisation, communication is playing an essential role because they are
also considered as integral party of total quality management.
For quality management, higher authority needs to communicate with lower and
middle level.
Manager of British airways have to maintain regular communication with their
customers and employees in order to keep them happy.

Stages of staff consultation
For attending growth and development of organisation, it is essential for them to
take views and ideas from staff. It is their responsibility to communicate plans
with them so that they can implement properly.
Manager of British Airways have to apply tactical planning along with quality
control.
The manager of British Airways has to consult with their staff about what plans
and procedure will be adopted by them in order to improve their quality of
services.

Proposing new system to improve
quality of services
In modern era, it is essential for entity to provide quality of services to customers.
For this, manager has to manage their activities accordingly.
Below mention are some modification which are required to be considered by
manager of British Airways in order to improve their existing services also;
 Keep track of mistake by using Statistical Process Control (SPC)
 Empowering employees and team approach

References
Butler, J. R. And et. al., 2013. An analysis of trade-offs between multiple
ecosystem services and stakeholders linked to land use and water quality
management in the Great Barrier Reef, Australia. Agriculture, ecosystems &
environment. 180. pp.176-191.
Chen, L. and Luo, H., 2014. A BIM-based construction quality management
model and its applications. Automation in construction. 46. pp.64-73.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational
excellence. Upper Saddle River, NJ: pearson.

Thank You!