quality management tools, business and finance homework help

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Part work, its a few area that needs work not full report. I need you to add more information that is needed in the report and the power-points, i Highlighted the RUBRICS areas needed for both, Report and the Powerpoint and you can see it in the attachments below.

READ ALL THREE FILES "PROJECT DESCRIPTION+ REPORT RUBRIC+PRESENTATION RUBRIC" I HIGHLIGHTED THE PARTS NEEDED.




"write the information in my file "quality management tools report" and "quality management tools_EtihadAirways_powerpoint"

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BUS 4543 Quality Management Tools Coursework - Project Output: 30% (CSA) Group project - Students will analyze work flow problem of an organization and propose solutions and submit a group report (20%) and do an individual presentation (10%). (Outcomes: 3,4,5) General Instructions: 1. This is a group project assessment (2-3 people for project report) with an individual component (presentation). 2. Submissions are expected by week 13 – April 20th 2017 deadline, via BBLearn submission. 3. You will be marked for content and other details mentioned in the rubrics related to project report. The Report (20%): Choose any organization in an industry of your choice in UAE. a. Introduction about the industry & organization and its quality mission if any - minimum two citations from any research journals or text books. b. State the objective of your study/project and the method you used to collect dataprimary or secondary data. Evidence of the collected information should be provided in the Appendix. c. Analyze the current issues/problems with the workflow/quality process of the organization you chose. Provide/draw the existent workflow and identify the issues or problem areas with it. Quality tool the student used to identify and analyze problem should be presented in detail. d. Evaluate/analyze quality tools currently used by the organization (Scatter diagrams, check sheet, control charts and/or continual improvement methods being used in the organization- cedac, Kanban, JIT etc). e. Create a detailed proposal with an implementation plan to improve quality management in the organization based on what you have learned in BUS 4543. f. Conclude and summarize the study. g. References – APA style. Formatting: 1. Font size 12. Times New Roman Or Arial 2. You are required to develop a report of 1500 - 2000 words. 3. Should include a cover page, table of content, and references used (References- APA style ) 4. Follow the rubrics for more details on assessment strategy for the project. The Presentation (10% for presentation individual marks): a. You are required to develop and present a 20 minutes slide show using Power Point slides. b. The presentations will take place in class in week 14 (Week of April 23rd). A schedule will be prepared by the teacher. c. You will be questioned at the end of the presentation to verify your understanding. d. You will be presenting in groups but marked individually for content, personal presentation skills, and technical Power Point skills. Presentation Content: Choose an industry and an organization to analyze the quality management process and tools being used by the organization h. Industry & Organization background i. Introduction on the presentation objective j. Explain current Quality management process using a process map or work flow k. Show evidences of quality tools being used in the organization and analyze them l. Recommend new action plan, tools for quality improvement, continuous process improvement methods the company should use. m. Summary n. References The Presentation: 5. 6. 7. 8. Should last for 20 minutes. Minimum of 15 slides. Should include a title slide and a slide showing sources used (References) Follow the rubrics for more details on assessment strategy for the project BUS 4543 ( Group project – 30 % ) Group Presentation on an organization adopting quality management tools and techniques with critiques and suggestions for further improvements-CLO-3,4,5 Report- 20 %- Group 1. EVIDENCE Details of the chosen organisation including sector, type, size activities. 1 2 3 Not really addressed. Limited details shown. No additional research shown. No references or incorrect referencing. A very basic description of the organisation. Very little additional research shown. Needs more details A simple description of the organisation is provided. Some additional research shown and sources are referenced The organisation is described but one or two areas missing Evidence of additional research evident. Strategy, mission, objectives and goals given The organisation is fully described. All areas are full and descriptive and show evidence of extensive in depth additional research completed. *2 Many omissions that seriously affect the flow. Many omissions and errors in formatting. Formatting done with very minor errors Written to an acceptable level, is easy to follow very few spelling and grammar omissions. Well written, flows logically with not more than 10 spelling or grammar omissions Formatting done in an average manner Well written, flows logically with between 9 and 5 spelling or grammar omissions. Uses formal writing, logical flow and appropriate vocabulary. Research paper is professionally formatted using the HCT guidelines with all of the requirements met; Excellent conclusion and summary with in depth details of the project objective, its findings, and recommendations. Chosen workflow or QM process or challenge is very clear. Explanations for choice are full and descriptive. There is evidence of extensive in depth additional research completed. Quality tools used to identify problem fully explained. Analysis of tools used by the organization (control charts or FMEA or cause effect diagram , work flow maps etc.) is done with very clear and coherent explanation which is descriptive. Very *2 10 Marks Language and flow of report Formatting • 10 marks • • • Cover Page Introduction Headings and subheadings • Conclusion • References page Appendix Identification of the chosen work flow or process of quality management and its challenge with explanations for the choice. 4 Formatting with at least four of requirements missing Not really addressed. Limited details shown. No additional research shown. No references or incorrect referencing. Chosen workflow or QM process and challenge stated but very basic with not much detail. Very little additional research shown. Chosen workflow or QM process and challenge is stated with simple explanation but it could be more detailed. Some additional research shown and sources are referenced Chosen workflow or QM process and challenge is presented clearly. One or two areas could be more detailed. Evidence of additional research shown. Correctly referenced where necessary. Not really addressed. Limited details shown. No additional research shown. Mentioning no tools Some attempt has been made to analyse and list the tools without much theoretical background or research . mentioning at least one QM tool Chosen tools are explained in a very simple manner without much details like control charts or FMEA , work flow maps etc or any of the methods done in the organisation . Mentioning Chosen issue in the quality process and the tools (control charts or FMEA, work flow maps etc.) mentioned are relevant and analysed well. Mentioning as well as explaining clearly 20 Marks Analysis of existing workflow and quality management tools being used by the organisation 5 Mark Awarded *4 *6 BUS 4543 ( Group project – 30 % ) Group Presentation on an organization adopting quality management tools and techniques with critiques and suggestions for further improvements-CLO-3,4,5 30 A detailed critique and suggestions for improvement 30 Marks Not really addressed. Limited details shown. A very weak critique showing existing tools being used and no farther change recommended and there is no explanation of reasons. Stakeholders are not mentioned anywhere in the recommendation. Plan is very simple with very little detail. It is not always possible to see the deadlines or allocation of tasks to group members. Several areas not addressed. Needs more depth to show understanding of the concepts. No mentioning of the teams and stakeholders involvement Student Name/ID/Section Assessor: two QM tools relevant for the challenge or the process to improve QM. why using two of the tools in a better way can improve the quality management process and how A basic suggestion and critique provided. Not much detail. Some attempt made to develop an improvement plan and allocate work to team members. Small omissions. Details of stakeholder commitment absent A reasonable plan provided but one or two areas could be more detailed. There are deadlines for most tasks and tasks have been allocated to team members. Rationale for change is mentioned. Leadership and employee as well as stakeholder commitment not mentioned detailed description of at least three tools and how they are used for the organisation effectively and why and how. With at least two relevant reasons. A detailed plan provided with at least three recommendations containing a combination of quality tools and quality improvement methods that the organization could adopt. All areas are full and descriptive and deadlines are realistic. Where applicable it is clear to see how the work will be shared between group members. clearly mentioning the rationale for the change and leadership and employee commitment required Provide the implementation plan, and the rationale for them. Total Final Grade Date: Individual written or oral defence for the project in Week 14 – 10% / 100 *6 % BUS 4543 - GROUP PROJECT, 30% MARKING CRITERIA – Project Presentation – 10% Students will analyse work flow problem of an organization and propose solutions and submit a report and do presentation of the same. 20 % for content of project report and 10% for presentation individual marks. (Outcomes: 3,4,5) EVIDENCE 1 2 3 4 Not really addressed. Limited details shown. No additional research shown. No references or incorrect referencing. A very basic description of the industry and/or organisation. Very little additional research shown. Needs more details. A simple description of the industry and/or organisation is provided. Some additional research shown and sources are referenced. The industry and the organisation are described but one or two areas missing Evidence of additional research evident. Strategy, mission, objectives and goals given. The industry and the organisation are fully described. All areas are full and descriptive and show evidence of extensive in depth additional research completed. Not really addressed. Chosen issue or challenge stated but very basic with not much detail. Needs more depth to show understanding. Chosen issue or challenge is stated with simple explanation but it could be more detailed. Chosen issue or challenge is reasonably clear. Identification of the chosen issue or quality problem challenge with explanations for the choice. Chosen issue or challenge is very clear. Explanations for choice are full and descriptive. Identification of the chosen workflow or process of quality management and its challenge using a process map or a work flow. 10 Marks Not really addressed. Limited details shown. No additional research shown. No references or incorrect referencing. Chosen workflow or QM process and challenge stated but very basic with not much detail. Very little additional research shown. Chosen workflow or QM process and challenge is stated with simple explanation but it could be more detailed. Some additional research shown and sources are referenced Chosen workflow or QM process and challenge is presented clearly. One or two areas could be more detailed. Evidence of additional research shown. Correctly referenced where necessary. Analysis of existing quality tools/methods used by the organisation, and provide evidence of them. 15 Marks Not really addressed. Limited details shown. No additional research shown. No evidence of tools used by the organization provided. Some attempt has been made to analyse and list the tools without much theoretical background or research. No evidence of tools used by the organization provided. Good evidence of organization’s tools is provided and analysis of tools (control charts or FMEA or cause effect diagram, work flow maps etc.) is done clearly and coherently. Recommend new action/implementation plan for the adoption of quality tools and continuous Not really addressed. Limited details shown. Little critique showing existing tools being used and no farther change recommended and there Recommendation plan is very simple with very little detail. Needs more depth to show understanding of the concepts. Chosen tools are explained in a very simple manner without much details like control charts or FMEA, work flow maps etc or any of the methods used in the organisation. Some evidence of tools used by the organization provided. A basic suggestion and critique provided. Not much detail. Some attempt made to develop a recommendation of potential quality tools or improvement methodologies Chosen workflow or QM process or challenge is very clear (workflow / process map provided). Explanations for choice are full and descriptive. There is evidence of extensive in depth additional research completed. Excellent evidence of organization’s tools is provided and analysis of tools (control charts or FMEA or cause effect diagram, work flow maps etc.) is done with very clear and coherent explanation which is descriptive. Very detailed description of how the organization could improve their quality management. At least three recommendations containing a combination of Details of the chosen industry and organisation including sector, type, size, quality mission, quality activities. 5 5 Marks Introduction on the presentation objective 5 Marks Carmen Gutierrez - 201620 A detailed description of how the organization could improve the quality of the process at hand with at least two recommendations containing a combination of Mark Awarded BUS 4543 - GROUP PROJECT, 30% MARKING CRITERIA – Project Presentation – 10% Students will analyse work flow problem of an organization and propose solutions and submit a report and do presentation of the same. 20 % for content of project report and 10% for presentation individual marks. (Outcomes: 3,4,5) improvement methods by the organization. is no explanation of reasons. that the organization should adopt. 15 Marks Summary Not really addressed. Some attempt made to provide a conclusion and summary, with very little or no details about the project objective, findings, recommendations, and/or supporting arguments. Conclusion and summary lack some details of the project objective, findings, recommendations, and/or supporting arguments. Not really addressed. Presentation includes 1/4 of the following: • 25-30 minutes • 15 slides min • Title slide • References slide Presentation includes 2/4 of the following: • 25-30 minutes • 15 slides min • Title slide • References slide Did not have a presentation style. Language had many grammatical errors. Did not make any effort to convince the audience. Eye contact was absent. Confidence in tome and voice were minimal Had a presentation style that did not communicate enthusiasm or a positive attitude .Content of slides was not clear. Three language and grammatical errors in slides. Eye contact, confidence and ability to convince audience was low, but an attempt was made. Sometime had trouble in communicating enthusiasm for the topic and a positive attitude during the presentation. .Language and grammatical errors were only one or two here and there. Kept eye contact in between and tried to convince audience at times in between the presentation. 5 Marks Structure and Format 5 marks Presentation Style: Content, Tone of voice, use of gestures, use of language and level of enthusiasm and ability to convince the audience 40 marks Student Name/ID/Section Carmen Gutierrez - 201620 quality tools and quality improvement methods that the organization could adopt. Provide the implementation plan, and the rationale for them. Good conclusion and summary with some details of the project objective, its findings, and/or recommendations, along with the supporting arguments linking this to what was learnt in BUS 4543. Presentation includes ¾ of the following: • 25-30 minutes • 15 slides min • Title slide • References slide quality tools and quality improvement methods that the organization could adopt. Provide the implementation plan, and the rationale for them. Excellent conclusion and summary with in depth details of the project objective, its findings, and recommendations, along with the supporting arguments fully linking this to what was learnt in BUS 4543. Presentation includes the following: • 25-30 minutes • 15 slides min • Title slide • References slide Enthusiasm and a positive attitude in communication during the presentation. Grammatical errors in PowerPoint slides as well as in communication were absent. Able to integrate theoretical know how and organisation and industry quality tools while answering to audience. Confidence was shown in presenting concept and ideas. Consistently used enthusiasm and a positive attitude in communication. Grammatical errors in PowerPoint slides as well as in communication were absent. Able to integrate theoretical know how and organisation and industry quality tools while answering to audience. High level of Confidence was shown in presenting concept and ideas. Did lead the group where required. Total Final Grade / 100 % Running head: ETIHAD AIRWAYS AND THE LOST LUGGAGE Etihad Airways And the lost luggage Quality Management Tools Amna Ahmed H00255030 Afeya Al kindi H00281050 Hamda Rashed H00269914 ETIHAD AIRWAYS AND THE LOST LUGGAGE 1 ETIHAD AIRWAYS AND THE LOST LUGGAGE 2 Contents Cover page ...................................................................................................................................... 0 Introduction ..................................................................................................................................... 3 Objective of the Study .................................................................................................................... 3 Problems of an Organization’s Workflow ...................................................................................... 4 Overview of Work Flow from Customer, System and Administration ...................................... 5 Figure 1 ...................................................................................Error! Bookmark not defined. Quality Management Tools used by Etihad Airlines ...................................................................... 6 Pareto Chart ................................................................................................................................. 7 Table 1 ..................................................................................................................................... 8 Pareto chart .............................................................................................................................. 9 Figure 2 .................................................................................................................................... 9 Scatter Diagrams ......................................................................................................................... 9 Figure 3 .................................................................................................................................. 10 Control Chart ............................................................................................................................. 10 Figure 4 .................................................................................................................................. 10 Quality Management Implementation Plan .................................................................................. 11 Conclusion .................................................................................................................................... 13 Appendixes ................................................................................................................................... 15 References ..................................................................................................................................... 16 ETIHAD AIRWAYS AND THE LOST LUGGAGE 3 Introduction An Etihad airway is the national airline of the United Arab Emirate. It was established in 2003 by the royal decree and began its operations in November the same year (Etihad Airways, 2016). Over the years, the airline has growing to be one of the fastest growing in the world. Etihad has received more than 30 awards since it started its operations since it was launched in 2003 and has been rated four stars by Skytrax. The airline won the World’s Leading Airline award in 2009, thus becoming the first Middle East airline to win the prestigious award. It later retained the award for five consecutive years. Etihad Airlines signed a partnership with Virgin Australia for a period of ten years. The company has also acquired stake in several airlines such as Airberlin which is the second largest air carrier and Germany and six across the world as well as 40% stake in Air Seychelles. Etihad airways have its hub in Abu Dhabi and flies to six continents across the world flying to 109 destinations. It has a fleet of 102 aircrafts and ordered more aircrafts in order to improve its operation. Notably, the company has not been involved in any deadly aircraft accident since it was launched in 2003. The company’s mission is to control, plan and develop an efficient and well integrated transport system that serves a public interest by enhancing mobility, safety and secure environment. Objective of the Study Lost luggage is an issue that has affects most airlines across the world. An Etihad airline is not an exception and has received several cases of lost luggage from its customers flying across various destinations cross the world. According to the airline policy, the airline is responsible for the lost luggage and therefore has to compensate its valued customers. This ETIHAD AIRWAYS AND THE LOST LUGGAGE 4 makes the company to allocate some amount of money for some miscellaneous costs. However, development of well-organized and efficient strategies may greatly help the company significantly minimize the costs associate with lost luggage compensation. The objective of this research was to determine the number of cases involving delayed and lost luggage in Etihad Airways. The research used secondary data by observing cases of delayed and lost luggage in the company’s luggage department record. Etihad Airways have faced the issue of delayed and sometimes lost luggage. Problems of an Organization’s Workflow There are various problems with Etihad Airways workflow. Firstly, there is the human factor issue as many employees view workflow management as a strategy of block their decision-making powers or as a downsizing instrument. Other employees oppose being monitored by their seniors since they feel like the organization has overstepped on their privacy. Etihad Airways have significantly attempted to improve its workers satisfaction. However, it has been blamed of over-management. Most customers indict the company of trying to monitor and dictate all process detail. This may be a very tricky issue since it can result to workers conflict. Etihad Airways workflows may also result to loss of flexibility among employees. Some of the processes in the organization require employees to apply personal judgment and remain flexible. Workflow implementation at Etihad Airways may contribute to technical implementation costs. Especially, work flow management may be very complex requiring numerous resources for correct implementation and management. Some of the cost considerations consist creation and maintenance of the network, costs of purchasing workflow software and customization of various services offered by the airline. Etihad Airways workflow has created new work. The management of the business systems and technical aspects has created additional work which has ETIHAD AIRWAYS AND THE LOST LUGGAGE 5 to be addressed by anticipated benefits and savings. Here is how Etihad airline workflow looks like. Overview of Work Flow from Customer through the relevant channels in case of luggage lost In the below diagram, it shows customer complaint about a lost luggage in Etihad airport. These are the necessary channel they should follow. • From the start you enter A- this shows the customer complain of which should be identified in B • B is the enquiry desk and security check desks. • C is where they identify whether it’s true or false. If they find is false, the process is terminated but if they find the customers claim is justified the process continues • The system is counter checked through the surveillance. This process identifies whether the customer left the luggage carelessly or it was stolen without his or her knowledge. • If they find that the luggage lost was not due to the customer fault he or she is referred to the Operation manager at D • At D the operation manager tries to identify if the luggage can be located. If it’s • Impossible to relocate the luggage then the company agrees the terms and conditions to repay that customer’s bag. • If the customer agrees to be repaid, the Operation sends them to the Procurement office at E. They comes to a written agreement of the company repaying the luggage • If the customer is satisfied the process is terminated but if the customer is not satisfied the process is repeated from the start. ETIHAD AIRWAYS AND THE LOST LUGGAGE Figure 1 Quality Management Tools used by Etihad Airlines 6 ETIHAD AIRWAYS AND THE LOST LUGGAGE 7 The airline utilizes several quality management tools. Notably, the company’s quality practices involve a management philosophy that aims at ensuring its valuable customers receive high quality services. An Etihad airway is committed to address its customers’ expectations and needs. The management is dedicated to reflect an image of generosity and hospitality and attract customers’ loyalty and satisfaction (Hassan, 2014). In addition, Etihad also aims at reducing defects and errors. The airline has developed a website where it communicates with its customers from various geographical locations in order to determine customer satisfaction and complaints. It has increased its innovation and competitiveness in the aviation industry by adopting new technologies. It has also significantly increased its quality management practices by empowering its employees and promoting teamwork. Employees’ satisfaction has been greatly increased by empowering them through training and making critical decisions aimed at ensuring the company’s development. Its commitment to attain of high standards evidenced by its ISO certification as well as quality dimensions for services such as service reliability, tangibles, assurance, responsiveness, and empathy. Tangibles refer to the physical features such as personal and equipment. The tangibles at the airport consist of Airplane comfort, condition, quality of food among many others. The airline also uses various quality management tools to monitor customer languages such as the Pareto chart and scatter diagrams. Pareto Chart Notably Pareto chart refers to quality improvement tool that utilizes the Pareto principle. Basically, it includes a bar chart that indicates how each cause contributes to an effect. It is used for several different ways such as analyzing the occurrence of problems in a particular process, analyzes causes of the problem by analyzing individual components and helps to indicate the significance of problems or sources to others. It states that most of the problems are ETIHAD AIRWAYS AND THE LOST LUGGAGE 8 caused by a few causes. As a result, organizations should focus on minimizing major causes in order to improve quality. Etihad Airways has extensively used the Pareto chart to separate minor aspects of a problem to the significant ones. The table below shows the number of luggage lost in five serial days. Table 1 Luggage lost Day 1 Day 2 Day 3 Day 4 Day 5 Bags 3 1 2 0 4 Shoulder bags 3 3 2 4 7 Briefcase 7 9 3 2 1 Trunk 6 0 5 1 0 Totals 19 13 12 7 12 (This information will be used to plot Pareto chart, scatter diagram and a control chart.) ETIHAD AIRWAYS AND THE LOST LUGGAGE 9 Pareto chart It highlights the most important among set of factors. Figure 2 category 100% category 80% category 60% Series1 category 40% category 20% 0 2 4 6 8 10 ,it shows the distribution in percentage form, it's a bar graph and is drawn from the totals of all the consecutive days the luggage have been lost. It's explained using a bar graph and a percentage curve. Scatter Diagrams Scatter diagrams refer to visualization of the link between two variables that are determined on the same set of individuals. Scatter plots usually involve a big body of data (CQE Academy, 2017). Data points that are close together indicate a higher correlation between two variables. Etihad Airways have used to determine the quality of the services offered by the company. Etihad Airways vision is closely related to its Arabian heritage. The company’s mission is to offer a warm welcoming to its guests. In addition, the company is committed to offering safe and secure working environments as well as ensures global standards are practiced. ETIHAD AIRWAYS AND THE LOST LUGGAGE 10 Figure 3 10 9 8 7 6 Series1 5 Series2 4 Series3 3 2 1 0 0 1 2 3 4 5 6 (Here it shows how the management is able to deal with those cases from the highest to the lowest points.) Control Chart This control charts shows how Etihad airline tried to identify problems and also solve them. Control charts for available data are used in pairs. This shows how luggage got lost band how the problem was addressed. The upper control limit was 9 while the lowest control limit was 1. From this control chart you can draw a conclusion whether the luggage problem can be contained or it’s unpredictable. ETIHAD AIRWAYS AND THE LOST LUGGAGE 11 Figure 4 10 9 8 7 6 5 Series1 4 Series2 3 2 1 0 category 20% category 40% category 60% category 80% category 100% (Control chart shows how well is the organization able to deal with the problem of lost luggage.) Quality Management Implementation Plan In order to make sure that the quality management of the organization is, much improved a number of activities need to be carried. These acts as a pull factor so that the overall operation and activities in the organization can run smoothly and in a right manner. In making sure that there is improvement in the quality management of the organization. Through this we get that there are a number of activities which are followed and also which need to be enacted in the organization. The organization need to make sure that they conduct campaigns which will help in proving on the important of good quality and the need for a quality management in the organization. The organization will also need to make sure that they motivate their workers through the act of giving gifts and rewards. Through this we get that the worker ETIHAD AIRWAYS AND THE LOST LUGGAGE 12 will be working very hard to achieve their best and also to benefit as much as possible from the rewards and also the gifts given by the organization (Eshna, 2012). The organization also need to have an improved technology which will help in fully delivering the best to the quality managers. Through this get that activities such as competition is minimized in the organization and the organization able to carry out its activities in a good and proper way. In order to make sure that the company is able and deeply in a situation of helping their best it is much important to get that there must be some funds which are available to help and also to make sure that whatever resources needed are available. Through the campaigns which may be used in these organization there is also need to have resources which will help and enable the whole process to be catered for and also to make the whole process to be as simple as possible. Through this the organization of the quality managerial in the organization will be highly appreciated and also achieved (Mubarak, 2011). The organization will also be able to receive a high favor from the workers who will be enjoying these services. For example the act of rewarding the employees will make them to work much hard and also hold the act of being open with the work. In order to make sure that this activity is much helpful in the organization the resources are much needed so that to make everything possible before the eyes of the employees and also the organization. Teaching will also be much important in this organization. The quality manager needs to be fully considerate on the best way to carry out their activities and also the possible manner which they can engage themselves in giving their best to the company. Through this the set goals in the company will be easily reached and also the organization will have something to claim at long last. Working hard is another area which is much important in the organization , the quality managerial stuff need to be deeply organized and also addressed so ETIHAD AIRWAYS AND THE LOST LUGGAGE that they can have 13 accomplish the goals of the organization. Through this all the future managerial qualities which are required in the company will be exactly attained and therefore be able to handle with other competitor organizations. Conclusion and Summary Etihad airway is an airline company located in Abu Dhabi, United Arab Emirates. Since its establishment in 2003, the company has significantly grown to be one of the fastest developing companies. The airline vision seeks to reflect the best of Arabian hospitality cultured, considerate, warm and generous - as well as enhance the prestige of Abu Dhabi as a Centre of hospitality between East and West. Our goal is to be a truly 21st century, global airline, challenging and changing the established contracts of airline hospitality. Since Etihad is committed to a strategy of collaborative growth in order to gain the scale, this airline requires being competitive in the global air transport market. Beyond our organic growth, this is being achieved through the development of a strong partnerships and sponsoring the community around us by promoting talents on individuals and youth groups. Etihad has made it possible access to hundreds of destinations all over the world. Despite its impressive growth, the company has faced several challenges in its operation such as delay and loss of customer luggage. The current Etihad Airways workflow has several problems such as excessive supervision of the employees by the company management. These challenges includes the workflow management, resistance to its employees, downsized decision making, lack of flexibility among junior staff, many of the employees doesn’t like being ETIHAD AIRWAYS AND THE LOST LUGGAGE 14 monitored, and also most of the customers accuse the management of being too strict and being authoritative. Etihad airline has come up with some rules and strategies to improve its quality management that can be friendly to everyone being attached to it. The company used some methods to come with valuable conclusion so that it can maximize its operations in a free and fair way. Some of the company used some tools like Pareto chart, Scatter diagrams and control charts to enable their problems are stable. Pareto chart was used to indicate how each cause contributes to an effect in the overall system. It is used for several different ways such as analyzing the occurrence of problems in a particular process, analyzes causes of the problem by analyzing individual components and helps to indicate the significance of problems or sources to others. Scatter diagrams analyzed data points that are close together indicate a higher correlation between two variables while the control chart tried to identify problems and also solve them. Control charts for available data are used in pairs. In general Etihad Airways is an Airline applies its unique vision of air travel to accommodate everyone and offer quality services to both its employees and customers with a great future to be the best Airline in the world. ETIHAD AIRWAYS AND THE LOST LUGGAGE 15 Appendixes: Table 1: the number of luggage lost in five consecutive days Figure 1: it shows how the organization framework of Etihad airline works. This from the customer, system then administration Figure 2: this is Pareto chart showing how the organization tackles problems Figure 3: scatter diagram Figure 4: control chart ETIHAD AIRWAYS AND THE LOST LUGGAGE 16 References 1. CQE Academy. (2017).The Scatter Plot & Linear Regression. Retrieved from http://www.cqeacademy.com/cqe-body-of-knowledge/continuous-improvement/qualitycontrol-tools/the-scatter-plot-linear-regression/ 2. Eshna. (2012). How to Improve Quality Management Consistently? Retrieved from https://www.simplilearn.com/improving-quality-management-consistently-article 3. Etihad Airways. (cover story). (2016). Air Transport World, 53(2), 22-25. 4. Hassan, M. (2014). Term Paper on Etihad Airways. Retrieved from http://jeenerbadsha8895.blogspot.co.ke/ 5. Mubarak, A. (2011). Total Quality Management Principles. Retrieved from https://www.slideshare.net/AmmarMubarak/total-quality-management-principles Etihad Airways and the lost luggage Amna Ahmed H00255030 Afeya Al Kindi H00281050 Hamda Rashid H00269914 etihad airline is the national airline in uae • it was established in 2003 • it is one of the fastest growing in the world etihad airline has received more than 30 • awards from 2003 • Airline won the world’s leading airline in 2009 It retained the award for 5 years Etihad signed a partnership deal with Virgin Australian for a period of 10 years Etihad acquired stake in Airberlin airways • • • • Etihad has a hub in Abu Dhabi It flies to 6 continents across the world Etihad has 102 aircrafts I has never been involved in any deadly accident since its launch • • • • Airline seeks to be the best in Arabian Etihad aims at giving best hospitality services Its goal is to be the nest airline by 21st century to preserve the best culture I the world • • • • Company is committed to have collaborative growth in the industry To be in competitive national air travel standards The is company forming business partners • • • Etihad is to minimize the luggage cases Airline is responsible for any luggage loss Etihad aims at minimizing costs Company allocates some money for miscellaneous costs • • • • Minimize luggage lost cost Project uses secondary data to get information Etihad observes cases of lost luggage department records. Etihad wants to minimize lost luggage • • • • Employees view Etihad as if it deprives their decision making powers Employees hates being monitored by their seniors Increased running costs • • • Etihad is accused of over management The company it’s seniors are blamed to be authoritative Customers complains that management tries to monitor and dictate process detail • • • Etihad is accused of over management The company it’s seniors are blamed to be authoritative Customers complains that management tries to monitor and dictate process detail This results to workers resistance • • • • There is loss of employees flexibility Etihad has huge technical, maintenance costs and implementation costs Complex management systems Purchasing workflow software and customization costs • • • • Etihad Management systems involve great philosophies to ensure high quality services to customers Management reflects the image of generosity and hospitality Management tries to customer’s loyalty and satisfaction Etihad tries to fulfill customer’s expectations • • • • Etihad tries to minimize defects and errors Etihad has a website to communicate with it’s customers to hold complaints and compliments Etihad has increased innovation and competitiveness in aviation industry Etihad empowers employees and encourages teamwork • • • • Etihad started empowering employees by training programs This airline has impacted on quality dimensions in services and development Etihad gives customers some refreshments during the flight The management monitors the customer languages and assist in Pareto-charts and scatter diagrams • • • • Pareto charts utilizes the Pareto principle Bar chars shows how each cause, contributes And effect They analyze the occurrence of problems in certain processes They also analyze problems by analyzing individuals components and their significance. • • • • • Scatter diagrams refers to visualization between tow variables determined by same set of individuals Scatter plots usually huge data Etihad airways vision is closely related to Arabian heritage Etihad ensures global standards are maintained • • • • CQE Academy. (2017).The Scatter Plot & Linear Regression. Retrieved from http://www.cqeacademy.com/cqe-body-of-knowledge/continuousimprovement/quality-control-tools/the-scatter-plot-linear-regression/ Eshna. (2012). How to Improve Quality Management Consistently? Retrieved from https://www.simplilearn.com/improving-quality-managementconsistently-article Etihad Airways. (cover story). (2016). Air Transport World, 53(2), 22-25. Hassan, M. (2014). Term Paper on Etihad Airways. Retrieved from http://jeenerbadsha8895.blogspot.co.ke/ Mubarak, A. (2011). Total Quality Management Principles. Retrieved from https://www.slideshare.net/AmmarMubarak/total-qualitymanagement-principles .1 .2 .3 .4 .5
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