Quality Management Analysis UAE Airlines

Question: Describe about the Quality Management Analysis for UAE Airlines. Answer: Introduction The Quality Management process ensures that the product and services offered by the company are consistent and they are meeting the expectations of the customers. The elements of this process allow the firm to not only focus on the quality of its products and services, but at the same time invest their knowledge and resources on the strategies that could be employed in achieving such levels of quality (ISO Central Secretariat, 2015). The following report will be discussing the Quality of the products and services of a leading UAE airline, Emirates Airlines. This company was started by the government of the UAE and due to successful investments this company has become one of the leading brands in the world. This report will also analyze the Costs of the Quality being delivered to the customers and in what ways and using which quality tool does the companys executives manages the Quality of its products and services (American Society for Quality, 2016). Company Profile The airline was founded in the year1958 and now it has been able to spread its business in almost 56 countries. It has employed over 40,000 worthy candidates till now from all over the globe. Due to the consistent efforts of the company, it has been able to maintain a good position in the top five airlines of the world. Being the biggest airline in the Middle East, the company is operating over 3,600 flights per week from its hub at Dubai International Airport (Ukessays Team, 2015). The increasing popularity of the airline has made it a largest airline in terms of revenue, passengers, fleet size, etc. The prime reason behind this success was the consistent profit rates and the excellent services that the company provides to the customers and thus has a great competitive advantage over the others of the same genre in the market (The Emirates Group, 2016). Product and Services Quality Emirates Airlines have a mixed fleet in its product portfolio, which includes Boeing Wide-body aircraft and Airbuses. To maintain a great position in the competitive market, the company has ordered the delivery of the biggest airplanes till now. Apart from good-level of products, the company is also known to offer excellent services that have paved a way for a rapid increase in growth rates and revenues. To maintain the quality of its services, both personal and professional approach is maintained towards the customers (Maktoum, 2014). The distinct and qualitative services of the airlines include the supply of personalized videos in all the classes of the flights. It is the first airline to include Shower Services on its flight and even private suites on the premium flights. The airline is known for its exorbitant price of its premium and luxurious services for the first class customers. These services include comfortable seats that could be converted into beds, minibar, storage facility for security stuffs and even private suites (Mantur, 2015). Costs of Quality The company provides the Quality services at distinguishable prices for all types of its customers on the basis of their needs and requirements. The company has been able to maintain a low pricing strategy for the Economy Class passengers by hiring low cost labors and even following the shortest available routes by using direct flights (Kasi, 2014). The luxury class of the society is attracted by using the premium pricing policy and providing them exclusive, luxurious and high-class services. The Luxury class services of this airline are world renowned and only the uber rich customers are able to avail these services. The Costs of the Quality services also depend on the season and location where the passengers are flying by. For the business class, the airline is known to offer award winning services at an affordable price including lounge access, 40 kg baggage allowance, etc. Total Quality Management The TQM methods incorporated in the airlines have a pivotal aim of ensuring high quality of products and services to the customers in order to satisfy their specific needs in a better manner than the competitors. At present, the evaluation of the Quality services has unveiled the most common challenges faced by the customers, including the fare-related issues and ignorance of the pilots towards delivering good quality of services. This is the reason why the customers move towards other airlines. The most apt solution for the above problems in terms of TQM is that the company executives need to exert a great control over the performance of the employees. The elements of TQM could be used to increase the morale among the employees and thus motivate them towards their job. The approach of gathering feedbacks from the employees, about the operations and strategies of the company, will also foster a feeling of inclusiveness among the employees. Quality Tools In order to analyze the quality of the services, the TQM offers a number of tools. The most stable and reliable among them is the Cause and effect diagram or the Fish-bone Diagram. The following two diagrams depict the failure in the quality of services of the airlines leading to dissatisfaction among the customers and even delayed departures in the flights (Ishikawa). Fig 1: Fishbone Diagram showing the causes related to delayed departures in the Emirates Airlines. Fig 2: Fishbone diagram showing the causes which lead to dissatisfaction among the passengers. The above diagrams depict that the core problems are usually small but when the similar ones get interlinked then they yield a great negative outcome for the company in terms of loss of loyal customers or the decrement in the sales and profit rates in the potential markets. References American Society for Quality. (2016). What Is a Quality Management System (QMS)? -- ISO 9001 Other Quality Management Systems . Retrieved from https://asq.org/learn-about-quality/quality-management-system/ Ishikawa, K. (n.d.). 7 Quality Tools for process improvements. KCC. Retrieved from https://www3.ha.org.hk/qeh/wiser/doc/7bqt.pdf ISO Central Secretariat. (2015). Quality management principles. International Organization for Standardization. Retrieved from https://www.iso.org/iso/pub100080.pdf Kasi. (2014). Marketing Plan of Emirates Airline. Retrieved from https://marketingmixx.com/marketing-plan-2/341-marketing-plan-of-emirates-airline.html Maktoum, R. (2014). Going further: The Emirates group annual report 2013-14. Emirates . Retrieved from https://content.emirates.com/downloads/ek/pdfs/report/annual_report_2014.pdf Mantur, N. (2015). The Emirates: Airline Company or a global lifestyle brand? University of the Algarve, School of Management, Hospitality and Tourism. Retrieved from https://sapientia.ualg.pt/bitstream/10400.1/8050/1/Tese%20N%20Mantur.pdf The Emirates Group. (2016). Emirates: Fly with us. Retrieved from https://www.emirates.com: https://www.emirates.com/in/English/ Ukessays Team. (2015, March 23). Total Quality Management In Fly Emirates Marketing . Retrieved from https://www.ukessays.com/essays/marketing/total-quality-management-in-fly-emirates-marketing-essay.php