Local vs. Global Company
There is no absolute definition of quality. The quality in relation to the products may be defined as fit for the purpose. The more it fit for the purpose more quality product it is. We may also define quality as consistently producing what the customer wants while reducing errors before and after delivery to the customer before and after delivery to the customer. The quality is when customer’s expectation are met or exceeded. Quality is ever changing and dynamic phenomenon; a product may have been a quality product in past but no more a quality product today.
Elements of Quality
The key elements of total quality consist of ...view middle of the document...
It also contributes to the people in the organization. Unity of purpose is important as employees get focused on the goals that have been set, it also removes politics among themselves.
Employee involvement and empowerment give the employees a voice in the issues that affect the organization and the processes within certain parameters. The elements of total quality set trends for today and will continue to be useful in the future.
The future of Quality Management
The future of Quality Management is very bright. Organizations have started to realize the importance of quality to compete in an increasingly competitive global environment. In future the growing companies will be those companies which follow the principles of quality management.
The quality pioneer’s use of the total quality elements to make their way to success by conducting consumer research and using it as planning product, producing the product and ensuring that the it was produce according to their plan, marketing the product, later on analyzing the product perception in the market. (Goetsch, 2010)
Domestic - US Airways vs. Global – British Airways
Service quality is necessary in the airline industry as it is a major determinant of competitiveness. Airlines paying strict attention to service quality will be differentiated from others and will in the course of doing this gain competitive advantage. Although it’s been argued that price is a major determinant of airline choice by customers and most airline would rather compete on it than on service quality. However, not managing quality will mean no added and assuring value to the airlines. (Peters, 1999)
Process and Procedures (US Airways vs. British Airways)
Both airline companies take on a quality control program for building a successful service process along with corresponding quality and scheduling measures. “The two airlines also follow the acceptance of quality control programs, and both airlines examined a detailed evaluation program. The program assists in evaluating the characteristics’ of their product and service necessities. This will also allow for the evaluation of all data used to create policy and procedure. Furthermore,” management establishes the essential processes whereby deviations, if any, within the existing delivery system can be identified”
Out of the various factors on which passengers prefer one airline over the other, customer service is of prime importance. Both organizations US Airways and British Airways are striving hard to achieve highest level of customer service. Where US Airways is facing sheer competition in domestic market, British Airways being 4th largest airliner in the business is fiercely competing Lufthansa, Singapore Airlines, and American Airline.
British airways ensure quality management through “know your work place better”, “customer first”, “team programs”,” Employees treated as internal customers”, “We fly to serve’ motto” and “money matters”. Whereas in US...