Management Theory and Process: TQM Analysis of British Airways

This report provides a comprehensive analysis of Total Quality Management (TQM) principles, using British Airways as a case study. It begins with an introduction to TQM and its application in organizational improvement. The report addresses three key questions: first, it outlines new goals aligned with TQM principles, focusing on strategic approaches, customer needs, teamwork, and continuous improvement, along with suggestions for management intervention in human resources and operations. Secondly, it reflects on British Airways' past TQM practices and suggests shifts in focus, particularly emphasizing product quality and teamwork. Finally, the report recommends a TQM strategy to maintain high inventory turnover, highlighting the importance of mutual respect and operational improvements. The rationale behind these strategies is based on customer feedback and strategic approaches to enhance customer satisfaction and organizational revenue.

Running Head: Management Theory and Process
Management Theory and Process
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Author’s Note

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Introduction
The following report is based on the concept on Top Quality Management for the case
study of British Airways. The Top Quality Management is termed as the participative and the
system of approach that assist to implement and plan the organizational improvement process
(Goetsch & Davis, 2014). There are three questions in the report which will emphasize on the
area of TQM principles and guide setting the new goals.
Question 1
New Goals
The new goals that can be set as the principle of TQM are:
 Have a strategic approach to improvement
 Produce quality work.
 Focus on the customer needs.
 Encourage mutual respect and teamwork.
 Improve continuously.
Two metrics that would improve the management intervention
The two metrics that would need improvement is in Human Resources and Operations
Department.
With concern to the human resource department the area it requires an intervention is
with the process of recruitment. The airline British airways should implement new strategies
that would enhances their technique of recruitment process (Kuei & Lu, 2013). The
department of Human Resource should be built up with strong managerial rules because the
new recruiters faces the HR in their induction period. On the other hand with the area of

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improvement the intervention can be panned on the basis of functioning system of the
organisation that is leading to effectiveness of the management system.
Two principles of TQM that is related to management intervention
The two principles that is related to the management intervention is to fulfill the taste
and preference of the customer and secondly to encourage mutual respect and teamwork. The
encouragement of mutual respect within the team members is important so that the staff can
foster a single organizational culture and hence assist by knowing the employee from top to
bottom hierarchy that holds the core principles (Suárez-Barraza & Ablanedo-Rosas, 2014).
Whereas the area of focusing on the need and preference of the customer must be met. The
service of British Airways is to provide service in transportation from one place to another or
from one country to another. The attributes and functionality should be productive to provide
information about the facilities.
Question 2
Reflecting on how British Airways used TQM in the past, how might you shift the focus
of the TQM if you were leading British Airways in 2010?
In the past British Airways was ensured of focusing its TQM principles in the
concerned area that is in Human Resources, Finance, Operations, Engineering and Customer
service. But according to the reformation of 2010 the leading Airway Company requires to
shift its attention in the area of applying strategic approaching towards improvement. It can
improvement the quality that it renders to the customer in the aircraft. This will initially lead

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the company to process further development. The turnover in inventory will ensure the
improvement in product and the service.
The TQM principle that would be suggested to de-emphasize would be the continuous
improvement. The principle that would be emphasized would more is rendering product
quality service (Madar, 2015). One particular aspect that would lead to change in intervention
is the area of encouraging team work and maintaining respect within each other. Apart from
profit earning revenue system the management can showcase the metrics of fulfilling the
need and preference of the customer because British Airways had succeeded in 2010 to cater
to the requirement of the needs of the people in the aircraft and improved the quality of food
service as well.
Question 3
What TQM strategy would you recommend using to keep inventory turnover
high at British Airways? What is your rationale for choosing this strategy? Which TQM
steps do you think would be most impacted by this strategy, and why?
The Top Quality Management strategy can be recommended for the company to
maintain the high turnover in revenue can be suggested as maintaining the mutual respect
within the managers and the working staff and even in the area of inculcating improvement in
the operational department (Sadikoglu & Olcay, 2014).
The rationale reason for choosing these two strategies is because the area of looking
after the needs and preference of the customer is crucial as the feedback highlights the area
that requires improvement. Once these areas are looked after the customers are attracted more

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and the company wins the confidence, this in return makes the revenue of the organisation
reach at its highest peak (Kumar & Sharma, 2015).
The attribute of strategic approach improves the impact because the concerned area of
engineering, food, aircraft facility and ticketing facility are improved then the customer tends
to travel in the same airway company.

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Reference
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Madar, A. (2015). Implementation of total quality management Case study: British
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