Total Quality Management of Emirates Airlines: A Detailed Report

This report provides an analysis of the Total Quality Management (TQM) program implemented by Emirates Airlines. It begins with a company background, highlighting Emirates' position as a leading airline in the UAE and its global recognition. The core of the report examines Emirates' TQM initiatives, including strategies to address customer dissatisfaction, employee conflicts, and service quality issues. Key aspects of the TQM program such as increased flight prices, business class offerings, employee wage adjustments, and training programs are discussed. The report incorporates evidence from interviews with one manager and two employees, offering insights into their perspectives on employee involvement in TQM and the impact of these initiatives. The interview responses reveal the importance of employees in delivering quality service, the steps the company has taken to engage them, and the overall impact of TQM on the airline's operations. The report concludes by emphasizing the critical role of employees in the success of TQM programs, supported by the application of various management theories.

Running head: TOTAL QUALITY MANAGEMENT OF THE EMIRATES AIRLINES
TOTAL QUALITY MANAGEMENT OF THE EMIRATES AIRLINES
Name of the University
Name of the student
Author Note

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TOTAL QUALITY MANAGEMENT OF THE EMIRATES AIRLINES
Table of Contents
Introduction:....................................................................................................................................3
Company background:.....................................................................................................................3
Emirates Airlines TQM program:....................................................................................................4
Evidence:.........................................................................................................................................4
References:......................................................................................................................................7
Appendix:........................................................................................................................................8

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TOTAL QUALITY MANAGEMENT OF THE EMIRATES AIRLINES
Introduction:
One of the important factors for the business is to maintain the quality. Quality of the
products or services depends on various factors, and numbers of components are playing the role
to increase or decrease the quality of an organization. Quality management is the concept that
can help to maintain the quality of a company and to apply the quality there are different factors
need to be satisfied. Employees are one of the factors that can drive the whole quality in to the
top or even in to the down, of a company. As employees are the backbones of the company and
also for the production, all the employees can hold the quality of the company. Basically after the
evaluation of the market, company decided to implement some new tactics or to increase the
quality then employees are the only factors who can guide the whole scenario for the company.
Total quality management is the concept to increase the quality and to maintain the sustainable
growth of the company (Dudek-burlikowska, 2015, p.239). There are many philosophers and
scientists like Deming, Juran and much more who focused on the improvement of the quality of
better business. Employees are the only well aware components of the company who can handle
or lead the improvement of the quality to facilitate the business. In this paper, the TQM program
of the emirates company and interview of one manager and two employees will be discussed for
better understanding the importance of the employee in quality management.
Company background:
For this assignment, Emirates Airlines of the UAE has been chosen, and this is the best
airlines service in the UAE. It was basically started by the UAE government in the year of 1958.
After the formation, Emirates Airlines become topmost airline service in the UAE not only that
they are on the list of top5 world best airlines brands (Fly10.emirates.com, 2018). Emirates

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Airlines has the employees above 40000 in numbers and has long flight among all others airlines
in the UAE.
Emirates Airlines TQM program:
Emirates Airlines is the best airlines in the UAE and operated by the government, but
recently a few years ago they faced some issues regarding the quality of their services and also
have faced by the employee's confliction issues and lack of eagerness in meeting the customer
demand. Despite this type of issues, they are able to fight back in their position by managing the
quality. In order to maintain the brand, they increased their flight price and arranged the business
class in their every flight (Syltevik et al. 2018, p.38). Due to this, their sales go down and
occurred the loss. Some issues in the wages of employees have also occurred. After the
managing of quality and service, they lower their service cost and also provides several offers to
the customer to regain their position. They also provide the priority to the customers and training
session has been held every month to make the employees aware of their job and quality.
Basically their ground staffs, lower labors are coming from India, and they work for the money
(Fly10.emirates.com, 2018). Emirates Airlines also increase their job security and wages
structure to maintain the quality of root level.
Evidence:
In order to gain the proper knowledge of the TQM programs or initiatives, one manager
and two employees are interviewed. Details of the interview are as below:
Employee’s interview:
Respondent 1:

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TOTAL QUALITY MANAGEMENT OF THE EMIRATES AIRLINES
Q) Do you think that employees are essential to increase the TQM of the company?
A) Yes, employees are the main components to increase the quality of the service. Within the
flights, all the procedures are maintained by the staffs, air hostess and many other subordinates
and only they can produce the quality service to the customers. There have been many issues
regarding the bad service while journey but emirates increase the technology and develop
training initiatives for the employees to provide the world class service, which is the vision of the
company.
Q) What is the steps company taken or going to take to involve the employees in increasing the
TQM?
A) Various steps have been taken by the company like ranking the employees by according to
their performance, motivating the employees by providing extra wages, recruiting specialized
employee to develop the websites properly, and most important is that the company is going to
establish a department where people can complain or can provide feedback. These are the steps
company have been taken to involve the employees to develop the TQM.
Respondent 2:
Q) What are the issues regarding Emirates Airlines and what are the steps company taken to
improve it?
A) Issues regarding the Emirates Airlines basically on the ground of customer dissatisfaction.
Most of the time it was reported that the company did not reply to the customer's quarry and did
not take any steps to satisfy customer’s demands. As the Emirates Airlines is the best airline in
the UAE, their vision is to provide the world class service. In order to achieve the vision,

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TOTAL QUALITY MANAGEMENT OF THE EMIRATES AIRLINES
Emirates Airlines launched several TQM programs such as improving the quality by using
technology, increase the wage rate of the employees, providing quality customer service 24*7
and any more.
Q) Do you think employees are the main backbone of a good TQM programme?
A) Not only employees, to improve the quality all the sectors must need to develop properly.
Employees can maintain the service, quality of the flight or also outside the flight but the
company need to support their staffs and all the procedure smoothly and flexibly to impose the
successful TQM service.
Managers’ response:
Q) What is the strategy to launch the TQM program successfully by involving the employees?
A) After the evaluation of the market and customers feedback, it has been necessary to
implement the new TQM program and involving employees in it can be the best strategy for us.
In order to provide the quality service already several steps have been taken such as proper
training of the employees, increasing the wage rate, high and fast customer service, hiring expert
employees to handle the technologies and many more. If you look at the plan, it can be easily
seen that every plan needs the involvement of the employees and the company also trying to
renovate the whole employee facility structure from the ground level to high. Importance of the
employees in the TQM is essential, and the company evaluates many theories of scientist and
philosopher to develop the TQM plan properly.

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References:
DUDEK-BURLIKOWSKA, M. (2015) The concept of Total Quality Management and the
contemporary entrepreneurship in practice. J. Achiev. Mater. Manuf. Eng, 73(2), pp.229-236.
FLY10.EMIRATES.COM. (2018). Invalid process | Emirates. [online] Available at:
https://fly10.emirates.com/CAB/IBE/SearchAvailability.aspx?
gclid=CjwKCAiAt8TUBRAKEiwAOI9pAIC4mrR0QlpX2yRDZvWbJPbesnCa6zg7nxo7fmcuF
lFDq32duvveoBoCiEwQAvD_BwE&gclsrc=aw.ds [Accessed 24 Feb. 2018].
SYLTEVIK, S., KARAMPERIDIS, S., ANTONY, J. AND TAHERI, B. (2018) Lean for airport
services: a systematic literature review and agenda for future research. International Journal of
Quality & Reliability Management, 35(1), pp.34-49.

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Appendix:
Details of the interviewer:
NAME JOB TITLE AGE EDUCATION WORK
EXPERIENCE
Rashid
Mohammed
Senior flight
attendant
46 Diploma in
aviation
12 years in
Emirates Airlines
Yusuf junaid
khan
Operation
manager
52 MBA in aviation 25 years in
Emirates Airlines
Nadia Parvin Airline
Administrative
support.
39 Master degree in
science
8 years in
Emirates Airlines