Description
I need to know these information about Etihad Airways for my project of Quality Management Tools course.
We have to identify quality problem that we can evaluate using tools: Pareto charts, surveys, scatter diagram, FMEA, Control Charts
Then we need to evaluate the tools that company uses for quality control, and last we need to propose an improvement on how to solve the original quality issue and the overall quality of the company.
the airline should have this issue: Late/lost luggage
We need to identify and them and know how "Etihad airline" evaluate it with "quality tools like survey's, control chart and Pareto chart minimum 3 tools that the company uses.
And then we should find a solution within quality improvement. like continual improvement methods being used in the organization- cedac, Kanban, JIT etc
Please read the files that ill attach CARFULLY and follow the rubric
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Explanation & Answer
Attached.
Running head: ETIHAD AIRWAYS
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Etihad Airways
Name
Institutional Affiliation
ETIHAD AIRWAYS
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Etihad Airways
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 wan 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.
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
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
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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 depriving them
their decision-making powers or as a downsizing instrument. Other employees oppose being
monitored by their seniors since they feel like the organization has infringed on their privacy.
Etihad Airways have significantly strived to improve its workers satisfaction. However, it has
been accused of over-management. Most customers accuse the company of trying to monitor and
dictate all process detail. This may be a very tricky issue since it can result to workers resistance.
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.
0Workflow implementation at Etihad Airways may contribute to technical implementation costs.
Notably, work flow management may be very complex requiring numerous resources for proper
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
to be addressed by anticipated benefits and savings.
Quality Management Tools used by Etihad Airlines
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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 dedication to attain of high standards sis 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 utilizes various quality management tools to monitor
customer languages such as the pareto chart and scatter diagrams.
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
caused by a few causes. As a result, organizations should focus on minimizing major causes in
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order to improve quality. Etihad Airways has extensively used the Pareto chart to separate trivial
aspects of a problem to the significant ones.
Retrieved from https://www.slideshare.net/AmmarMubarak/total-quality-management-principles
Scatter Diagrams
Scatter diagrams refer to visualization of the association 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 utilized 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.
Retrieved from http://www.cqeacademy.com/cqe-body-of-knowledge/continuousimprovement/quality-control-tools/the-scatter-plot-linear-regression/
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.
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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 demonstrating 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
extrinsically motivate their workers through the act of giving gifts and rewards. Through this we
get that the worker 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 and also make sure that the quality amazement in the company is
not bored. 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 older 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 applause 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 embrace the act of
being open with the work. In order to make sure that this activity is much helpful in the
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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 that they can have accomplish the goals of the organization. Through this
all the future managerial qualities which are required in the company will be exactly attained and
thus be able to cope up with other competitor organizations.
Conclusion
An 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 company mission is to ensure excellent customer service. Despite its
impressive growth, the company has faced several challenges in its operation challenges 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. There are several
strategies that the company may use to improve its quality management such as including its
employees in making critical organizational decisions.
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References
CQE
Academy.
(2017).The
Scatter
Plot
&
Linear
Regression.
Retrieved
from
http://www.cqeacademy.com/cqe-body-of-knowledge/continuous-improvement/quality-controltools/the-scatter-plot-linear-regression/
Eshna. (2012). How to Improve Quality Manageme...