The world has turned into a global village. Businesses are converted from local or domestic to international. They have started targeting and capturing international markets. This offcourse have provided so many opportunities to the business but the competition has also become tough and intense. Today, customers have a large variety of brands to choose from. They have so many alternatives available for a product within their budget and required features. This has made it compulsary for the business to make their products distinct from those of their compaetitors.
Several strategies are used by the businesses to set a competitive edge for them. One of the major things that help a business to set the competitive edge, attract and retain customers is the quality. It can be the major reason for a customer to stay loyal with the product or service. Quality means the quality in every process of the development of that particular product or service. Quality is there if the product or service meets or exceeds the expectations of the customers.
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Indian airline industry has been under several questions particularly regarding the quality of services provided. Quality management in all of their operations can help them in improving the quality of their services and the organizational performance. This report will; analyse the quality policy adopted by different airline companies in India, provide some suggestions to airline companies in improving their quality and enhance their performances.
There are so many flaws in the quality policies of the Indian airline industry as it has been under so many questions due to the quality provided for their services. The research questions for this study are;
What are the quality policies of different companies of Indian Airline Industry?
What are the flaws in their quality policies?
Can total quality management help them in improving their organizational performances?
Aims and Objectives:
The aims and objectives of the study are to
To evaluate the quality policies of the companies of Indian Airline industry
To find out all the flaws in their quality policies
To find whether Total quality management can improve the organizational performance
To suggest some ways to enhance the quality management of the companies.
Total quality management is a management philosophy that ensures that the quality of the products and services is continuously improved. According to Irani and Sharp (1997); total quality management describes that it is the responsibility of everyone involved in the creation and consumption of the products and processes to ensure the quality of products and processes. According to Gore (1999); management, labor force, suppliers and customers all must be involved in meeting or exceeding the expectations of the customers.
According to Cua et al (2001); there are nine common Total quality management practices that include; process management, customer involvement, cross functional product design, quality management by supplier, commitment by leadership, cross functional training, information and feedback, employee involvement and strategic planning.
According to Yong and Wilkinson (2001); total quality management enhances the efficiencies in all the processes of the product or service development. Wastes in all the activities are reduced. There are always some breakages and damages in the processes but Total quality management aim to lower those damages and breakages. There are some wasting activities as well attached to the processes. Thos e wasting activities are also reduced applying Total quality management.
According to Sohal and Terziovski (2000); total quality management enhances the quality of the products and services. The main objective of the Total quality management is the customer satisfaction. So in order to achieve that Total quality management manages the quality in a way that meets or exceeds the expectations of the customers thereby enable the company to retain its customers for a long period of time and at the same time attracts new customers.
According to Lakhe and Mohanty (1994); total quality management aims to enhance the profits and revenues for the businesses. When defects are reduced and wastages are minimized then there is a significant decrease in the cost. At the same time employee efficiency and enhanced productivity improves the production and the quality of the goods and services are improved by the company which increases the revenues by retaining old customers and increasing the number of customers by attracting new or potential customers. This difference in revenues and costs leads to increase the profit for the business.
Always on Time
Marked to Standard
According to Anand et al (2010); total quality management improves the organization development. It educates the employees regarding the importance of the quality in the processes and enables them to prevent mistakes rather to correct them. This improves the efficiency of the production and reduces the costs of the business.
According to Lewis et al (2006); total quality management leads to lower the employee turnover. Continuous improvement in the processes requires continuous improvement in the employees. They are also given training for this purpose. Their skills, efficiency and productivity is enhanced which leads to grow them professionally. That enhances their morale ultimately employee turnover is reduced.
According to Robson and Mitchell (2002); total quality management strives to enhance the organization performance. When efficiency of the business is enhanced, costs and wastes are reduced, employees are polished and employee turnover is reduced then performance of the organization improves which leads to growth of the business.
Methodology defines the structure and methods of the research that is to be adopted in this research study. The methodology that is to be used is explained in the detail as under.
There are two types of resaerch approaches; qualitative and quantitative research approach. Quantitative research approach is used when the data is in numbers, statistics and percentages etc. Under this approach, hypothesis and mathematical modela are developed whereas the qualitative research approach is used to describe and answer what, why, how and when of the study. Mixed approach is the approach in which both of the research approaches are jointly used for a study. In mixed approach either qualitative research approach is used for data collection and quantitative approach for data analysis or quantitative approach for data collection and qualitative for the data analysis.
In this study mixed approach will be used. Qualitative technique will be used for the data collection and for the part of data analysis, quantitative technique will be used.
Sources of Data Collection
There are two sources to collect the data; primary data sources and secondary data sources. Primary data is the data collected originally by the researcher for the particular purpose of the study whereas secodary data is the data lready collected by some other researchers for their study and is used by other researchers.
The data will be collected through primary sources. Questionnaires will be given to the general public to measure the quality of the companies under study whereas key persons of the selected organizations will also be interviewed to evaluate their organizationâ€™s quality policies.
Data Collection Tools
There are several tools that can be used to collect the data. These tools include questionnaires, interviews, surveys and observation etc. In a research study more than one data collection tools can also be applied. In this research study, more than one tool of data collection will be applied. Interview technique will be used to collect the data from the managers or the key perons of the selected airline companies whereas questionnaire will be used to collect the data from the general public.
5 airline companies will be selected as sample and their key persons will be interviewed in order to collect the data for the evaluation of the quality policy. Whereas 60 respondents from general public will be given the questionnaires to fill in order to collect the data regarding the flaws in the quality policy. Questionnaire will consist of 9 close ended questions with one open ended question requiring feedback and additional suggestions from the respondents.
Sample of the Study
A small part of the population that represents the complete populations is called the sample. The sample of this research study will be 60 respondents from general public and 5 airline companies of the India.
Two kind of different resources will be required to conduct this research. First of all to collect the relevant literature data, the researcher will require internet, Journals, articles, libraries, online libraries etc. Secondly, the data that is to be collected for the analysis of the study is the primary data that is to be collected through questionnaires and interviews. For data collection through questionnaire, 60 respondents that have used the air services will be required to the researcher to interact to. For data collection through interviews from the managers of the airline companies, 5 managers of the selected organizations will be interviewed by the researcher.
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For this study the researcher has used internet, journals and online libraries to collect the initial data to start the study. To provide a brief literature review the researcher has consulted online libraries and related journals. For the later part of the study that is to collect the information from the respondents from the general public and the managers of the airline companies, communication with 60 respondents from general public and 5 managers of selected airline companies will be required by the researcher. This will be done by communicating with the respondents on the airports and for interviews; researcher will visit the companies after having time from the managers for the interview.
Week -1-2: Area of interest identified
Weeks 3-4: Topic selected/form submitted
Weeks 4-5: Topic refined to develop dissertation proposal
Weeks 5-8: Proposal written and submitted
Stage 1: Chapters 1-3 completed
Stage 2: Collection of data and information
Stage 3: Chap 4 (Results, Analysis and Discussion and Chapter 5 (Conclusions, Implications and recommendations)
Stage 4: Writing up
Stage 5: Final project draft prepared
Submission of Project