Total Quality Management: A Case Study of British Airways

This report provides an in-depth analysis of Total Quality Management (TQM) practices at British Airways. It begins by introducing the airline and its operations within the aviation industry, emphasizing the significance of TQM in delivering high-quality services. The report details the TQM tools employed by British Airways, including information systems, training and development programs, customer surveys, setting quality standards, and the PDCA (Plan-Do-Check-Act) model. It further explores successful implementation methods, such as establishing quality standards, comparing performance against standards, and the use of training, surveys, and the PDCA model. The report assesses the success of TQM implementation, highlighting the importance of innovation, consistency, and resilience. By analyzing these aspects, the report offers a comprehensive understanding of how British Airways utilizes TQM to achieve its goals and maintain a competitive edge in the global aviation market. This report is contributed by a student to be published on the website Desklib, a platform which provides all the necessary AI based study tools for students.

Running head: Total quality management
Total quality management

Total quality management
Table of Contents
Introduction.................................................................................................................................................3
TQM tool used by the British Airways.........................................................................................................3
Successful implementation methods of total quality management tool.....................................................5
How successful the implementation...........................................................................................................7
How the organization dealt with the change...............................................................................................8
Recommendation and Conclusion...............................................................................................................9
References...................................................................................................................................................9
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Introduction
The report is talking about the business activities and operations of the British Airways. It
explains that how the aviation industry is providing services to the passengers. It describes that
how the company is using total quality management in Aviation industry. Apart from this, it tells
that how the firm is dealing with organizational changes within the organization. It also explains
the tools and methods of the TQM in British Airways.
British Airways is the biggest airline in the United Kingdom based on the fleet size and it
is the biggest airways measured by the passengers. The company was founded on 31st March
1974 by the British government to manage and operate the two nationalized airline corporations,
British European Airways, and British overseas airways corporation and two regional airlines,
Northeast airlines from Newcastle upon the type and Cambrian airways from Cardiff. In today’s
era, the company is expanding and flourishing its business activities and operations of the
company. It is the third largest airline company measured by annual revenue and second-biggest
airline in Europe. It is listed on the London stock exchange. The company is also increasing
revenue and profit by providing various services to the passengers in the world. In this way, the
company is maintaining a reciprocal and cordial relationship with customers around the world
(Cook et al, 2011).
TQM tool used by the British Airways
Total quality management comprises of organization-wide efforts to fit and make
permanent a climate in which a company continuously can improve its ability and potential to
deliver and render high-quality products and services to the customers within the organization.
Total quality management is used by the many companies to maximize and increase the revenue
and profit of the company (Amankwah‐Amoah and Debrah, 2011). Total quality management
used by the British Airways to meet the needs and requirements of the passengers and it is also
accountable for quality improvement. It helps to improve the work processes and procedures
within the organization. Total quality management is the approach to improve the performance
and efficiency of the employees at every level. It is the fundamental management techniques to
attain the long-term mission and vision of the firm. It provides satisfaction and morale to the
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employees. The tools which are used by the British airlines have been discussed below (Budd,
2011).
Information system: Information system plays a vital role in total quality management to
provide various services to the consumers within the organization. Information system helps to
monitor and focus on the consumers and it involves the employees to take various important
decisions within the organization. Along with this, it provides satisfaction to the consumers by
providing various attractive services to them. Through information system, aviation industry can
maintain effective and excellent communication with passengers in the global market (Mitchell
et al, 2012).
Training and development: This tool is used by the company to provide effective customers
services in the organization. The British airline focuses and monitors on the training and
development of the employees to provide better customer satisfaction to the passengers. The
success and growth of the British Airlines depend on the passengers. Through training and
development, the employees can provide best services to the passengers within the organization.
Along with this, quality of the British Airlines depends upon the performance and efficiency of
the employees. If the employees are trained and qualified then the company can maximize and
increase the revenue and profit of the company (Cattano et al, 2013).
Survey: It is one of the important methods to enhance and increase the services of the airline
industry. It will also help to identify and measure the needs, wants, desires and expectations of
the passengers in the aviation industry. The British airline uses a survey tool to collect feedback
from the passengers and workers who are employed in the organization. By collecting feedback
and reviews, the organization can increase and improve the performance and efficiency of the
workers. Now it is assumed that survey method is very useful and effective in order to attain the
long-term goals and objectives of the firm (Kim, Kumar and Kumar, 2012).
Setting quality standards: This method is used by the British Airways to enhance and increase
the satisfaction and morale of the passengers. Through this method, the company can maintain
sustainability within the organization. The company is working globally in order to meet the
long-term mission and vision of the firm. The firm must set the standards and norms to run the
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business smoothly and easily. Along with this, the firm can set the rules and regulations for the
employees to maintain the strong working environment at the workplace (David Mc A, 2013).
PDCA (Plan-do-check-act): The Company can use PDCA model to enhance and improve the
quality of the employees for providing services to the passengers around the world. It is the four-
stage model to improve the efficiency and productivity of the workers. This model is used by the
company in business to control and manage the organization and to manage the processes and
services within the organization. It is also called Deming cycle model. It also observes the
current situations of the organization. The model comprises the four stages which have been
discussed below.
Plan: It is the first stage of the PDCA model. It focuses and monitors on the organizational
framework and structure of the British Airways. It also provides competitive advantages in the
global market. By using this model, the company can meet its success and growth within the
organization (Kim, Kumar and Kumar, 2012).
Do: In this stage, the plans, policies, and procedures are implemented by the aviation industry to
provide satisfaction to the passengers. The company collects data to implement and execute the
plans and policies within the organization.
Check: After implementing the plans and policies, the firm should check and evaluate these
plans and policies in order to meet long-term goals and targets within the organization.
Act: It is the important stage of the PDCA to improve the quality of the services in Airlines
industry. Entire errors and problems must be removed and eliminated by the company (Wang,
Chen and Chen, 2012).
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PDCA Model
(Source: Beyondlean.com, 2017)
Successful implementation methods of total quality management tool
Various successful methods are used by the British Airways to explore its business
activities globally. Total quality management is the important part of the organization to expand
and explore the business activities in the global market. By using total quality management tools,
British Airways can beat the competitors across the world. If the company does not use and
implement the total quality management tools, then various difficulties and key issues can be
faced by the company. There are various techniques and methods through which the above total
quality management tools can be implemented which have been discussed below (Namukasa,
2013)
Quality standards: To set the quality standards for the British Airways, various methods and
tools are evaluated and analyzed by the company to satisfy the needs and requirements of the
passengers. The company must focus on the hygiene factors and behavior of the employees.
They should maintain proper communication and coordination with passengers to provide best
services to them. Further, they should resolve the quarries and problems of the passengers to
provide happiness and satisfaction to them (Tubigi and Alshawi, 2015).
Comparing the performance and efficiency attained with the standards: For implementing
the quality standards in the organization, the British Airways need to evaluate and measure the
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capabilities and performance of the employees. There are various components which play a vital
and significant role in the airline industry while implementing the rules, regulations, and
standards within the organization. Along with this, the company should compare the
performance of the workers to attain the unique standards of the organization.
Training and development: Before providing training and development sessions to the
employees, the company needs to focus and evaluate the requirements and desires of the
company. Further, the company must conduct training and development sessions for the
employees as per the needs and requirements of the British Airways. It will help to motivate the
employees for doing work with more effectively and efficiently. It will also help to gain a lot of
knowledge and experience to the workers in the airlines industry. In this way, the company can
implement the total quality management tool within the organization (Belekoukias, Garza-Reyes,
and Kumar, 2014).
Survey: It is the important method to enhance and increase the customer experience in British
Airways. Through survey method, the company can take feedback related to the services of the
British Airways. The firm can reduce the various key issues and challenges by using survey
method in the organization. The passengers can share their information and experience related to
the services which have been offered by the company. The main aim of the survey technique is
to analyze the consumers’ perceptions and requirements in the global market. In addition, the
company must build and boost the performance and productivity of the workers. Apart from this,
reviews and opinion of the customers must be taken by the British airlines to improve the
services of the company (Hazen et al, 2014).
PDCA (Plan-do-check-act) model: It is one of the biggest methods to increase and improve the
quality of the organization. Therefore, the company uses PDCA model to analyze and evaluate
the key challenges and issues which are involved in the process of the company. The firm should
improve the quality of the services to meet the desired objectives and goals within the
organization. In this way, the company can successfully implement and execute the methods of
the total quality management in the British Airways (Khodakarami and Chan, 2014).
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How successful the implementation
The main aim of the effective total quality management is to enhance and increase the
effectiveness of the British airlines in Aviation industry. The total quality management helps to
attain the competitive advantages in the global market. It is another big advantage of the British
airlines. The company can maintain sustainability and unique culture within the organization by
implementing total quality management. It also helps to reduce and minimize the cost of the
company and it increases the profit of the British Airways. Along with this, it also helps to
improve and develop the efficiency and skill of the front office executives for providing
customer satisfaction to the passengers. It will also help to gain adequate success and growth in
the organization. British Airways is the main hub at London Heathrow airport. The company
provides a broad network to the passengers by implementing the quality management at the
workplace. There are various components through which the company can evaluate and measure
the success and growth of the organization which have been discussed below (Taylor et al,
2013).
 Innovation: Innovative technologies must be used by the company to provide various
unique services to the passengers. Through innovation, the company can improve its
feedback process to attract more customers around the world. Apart from this, various
complementary services should be provided by the company to increase the revenue of
the British Airways. The company can also take online feedback from the customers to
increase and enhance the services of the firm.
 Consistency: The firm must use this element to do work effectively and efficiently.
Along with this, the company must focus on the hygiene and cleanliness factors to
expand its business globally. Further, it should maintain consistency in the organization
to prevent the wrongful action and behavior within the organization (Johnston & Bate,
2013).
 Resiliency: This quality should be presented in the management of the British Airways.
Through this quality, the company can understand and evaluate the plans, policies, and
strategies of the competitors across the world. Further, the company can also manage and
control various barriers and obstacles which are existed in the universal market (Gregor,
& Hevner, 2013).
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Total quality management
Now it is assumed that there are various advantages of the total quality management in the
British Airways. In addition, the firm can evaluate and measure the future risks and challenges
by using total quality management in the organization. Thus, the firm must maintain total quality
management within the organization to provide various types of services to the passengers
(Fischer et al, 2011).
How the organization dealt with the change
There are various methods and strategies are used by the company to overcome the
challenging situations and to increase the level of satisfaction of the passengers. Along with this,
the company must use change management system in order to determine the skills, potential, and
capabilities of the employees (Sadeghi, 2011). Change management helps to improve the skills
and quality of the workers. By using this management, the company can use new and innovative
technologies within the organization. Further, the company can also evaluate and analyze the
macro environmental factors as well as microenvironment factors within the organization.
Through change management, the British Airways can improve its existing services and it can
develop new services within the organization. Along with this, the company will provide
training, and development coaching to the front office executives to implement organizational
changes within the organization (Cummings and Worley, 2014).
In addition, new and innovative technologies and methods must be developed and built
by the company to deal and handle the organizational changes in British Airways. Apart from
this, the company must provide good remuneration and incentives to potential and capable
employees to handle and manage the organizational changes in the organization. Online channels
must be used by the company to introduce the new technologies and services within the
organization. The company must also change in the food services to provide hygiene food to the
passengers while traveling. The company must understand and resolve the queries of the workers
to cope up with the organizational changes in British airlines. Further, the firm must explain the
advantages and opportunities of the organizational changes. The British Airways should maintain
proper communication and co-operation with employees to reduce anxiety and stress of them. In
this way, the company can manage and handle the organizational changes within the
organization (Cooren et al, 2011).
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Recommendation and Conclusion
Now it has been recommended to the British Airways management that they must
improve their services in an effective manner to attain the long-term mission and vision of the
firm. Further, the company should use effective social media channels and internet to collect the
feedback of the passengers within the organization. Along with this, sustainable human resource
management must be maintained and developed by the British Airlines to improve and enhance
the performance and efficiency of the employees. In addition, it should improve the food services
to maintain sustainability in the workplace.
On the above discussion, it has been concluded that British Airways is the global airline
which provides various types of airline services to the passengers. Along with this, total quality
management plays a significant role to provide worldwide services to the customers. The
company uses tools of the total quality management to improve the quality of the services within
the organization. Along with this, the company provides training and development sessions to
the employees deal and handle the various organizational changes in British Airways.
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