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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
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