XYZ Airlines’ Quality Improvement Case Study

Introduction

Being hired as ahead of the quality of XYZ Airlines, an in-depth analysis of the fundamentals of the company is needed to ensure that appropriate solutions are applied to attain better results. At the moment, the XYZ Airlines Unit flies to 100 destinations all over the world. However, in the very first week, a problem with the food offered to passengers is discovered. Precisely, the firm fails in such spheres as quality, cost of services, and deliverables (QCD). For this reason, there is a decision to introduce a specific intervention to improve the situation associated with this very aspect and guarantee that the company will benefit from the improved results (Saleem, Hameed, Khan, & Abbas Ch, 2012). Among the high number of existing approaches to quality improvement, the Japanese one, or Kaizen, is selected. The choice is justified by the proven effectiveness of the method and its ability to work effectively in complex situations (Imai, 2012). To achieve success, the head of the quality department should focus on the following objectives:

• To analyze the problematic aspect of the company’s work
• Employ Japanese quality improvement approach
• Determine deliverables and affect them effectively
• Select the most practical quality approaches
• Offer options for cost and quality improvement
• Align the work of XYZ Airlines in accordance with a new paradigm
• Ensure that no critical problems emerge during the change process

Quality management is a significant process that affects all spheres of the work of any firm. That is why, regarding the outlined problem, the offered model will be applied to such fields as materials, machines, manpower, environment, measurement, and method. All three elements of the QCD concept will be given attention and analyzed to create the most effective intervention and create the basis for the future rise of the airline.

Materials

In accordance with the Japanese approach to quality improvement, the quality of materials is one of the fundamental elements of the work of any company that is focused on the achievement of high levels of excellence. For this reason, the head of a quality department is responsible for the selection of products that have all qualities demanded to satisfy passengers’ needs (Goetsch & Davis, 2015). It will help to create the basis for future improvement and stimulate positive change. Regarding the Kaizen methods, the following aspects should be taken into account.

Areas of Quality Improvements in XYZ Airlines

The major problem of XYZ Airlines is that products that are offered to passengers do not meet their expectations and do not possess qualities individuals want to see in their meals. The structure, taste, smell, and other important factors are not satisfactory, and the majority of clients consider it a critical problem that might decrease their loyalty and deteriorate the desire to use this firm in the future (Smith, 2017). For this reason, one of the first steps within the planned change is the search for a supplier that provides high-quality products that can be later used to prepare tasty meals for all passengers. Moreover, a new cook can also be hired to reconsider the approach to this aspect. It will help to achieve the planned goal and eliminate the problem with served products.

Areas of Cost Improvements

The given intervention can be costly enough because of the need for outstanding products of high quality that will meet clients’ requirements. A new supplier might demand additional payment because of the provision of another sort of food. For this reason, the adherence to a new strategy might require additional investment from the firm to align improved cooperation with a new companion and reconsider the existing supply chain. At the same time, storing and work with high-quality products can also be more expensive if compare with the previous approach. However, it is a vital element of the proposed strategy as the low quality of food distracts passengers and decreases the overall incomes of the carrier. On the contrary, the provided paradigm helps to attain better results and improve passengers’ experiences (Vaz, Rodriguez, Nobre, & Junior, 2016). That is why, in the long-term perspective, all additional spending will be compensated by the appearance of new clients and high levels of their loyalty to the brand.

Development and List of Deliverables

Observation of new rules and implementation of the plan offered above can help to reconsider the work of the company and precondition critical alterations in the problematic sphere. The expected list of achievements might include an increased level of clients’ loyalty, the better quality of served meals, the brand’s positive image, the attraction of new customers, broadening of the target audience, elimination of problems with products’ quality. The given factors show that the proposed change strategy becomes one of the effective ways to eliminate problems with the inappropriate quality of food offered to passengers by the airline. The cost and quality improvement associated with this proposal will have a beneficial influence on outcomes and ensure that the firm will continue its further development and rise.

Machines

The following machines are associated with the area of quality improvement related to the work of the kitchen:

• Microwave ovens
• Fridges
• Coffee machines
• Containers
• Fridges
• Dishwasher
• Dishes

For this reason, the planned improvements should also consider the need for better functioning of these devices or their replacement with new, more effective ones, to guarantee that the desired level of clients’ satisfaction and quality of food will be achieved.

Japanese Approach to Quality Improvement

Kaizen, or the Japanese approach to quality improvement, recognizes machines as the fundamental elements of any system (Imai, 2012). The aligned work of this aspect is a success factor that should be taken into account by managers to attain substantial growth of the firm and demonstrate high effectiveness levels. Today, the complexity of devices and their ability to perform multiple functions stipulates their extensive use in almost all spheres of human activity to minimize mistakes rate and avoid the negative impact of such aspects as tiredness, loss of concentration, or poor motivation (Kiran, 2016). Additionally, the flavor profile of products improves due to the use of new appliances (Burgess, 2018). That is why, as for the case, all equipment should be upgraded to guarantee that products will be stored and prepared appropriately. The use of more powerful and functional kitchen appliances is a core factor that will ensure a significant improvement in the quality of food provided to passengers.

Areas of Costs Improvements

As for the planned costs, there are several factors that should be taken into account. First, the price of new equipment can be high, which means that its purchase might presuppose several stages. The priority should be given to devices that are in critical states now and that impact the quality of provided food directly. During the next steps, the rest of the appliances should be replaced. It will help to make an investment not so challenging for the company. Second, in the long-term perspective, all costs devoted to the improvement of the given sphere will be compensated because of the growth in clients’ satisfaction levels. In such a way, the use of new equipment is critical for the outlined change process and should be considered one of the top priorities by quality managers.

Improvement of Deliverables

The use of new machines in the work of the company will significantly contribute to the improvement of its results and agnation of specific deliverables that should be taken as positive shifts. These might include such factors as better storing, improved cooking, provision of high-quality products to clients, better cost distribution, a decrease of mistakes’ rate, better company’s image.

Manpower

The manpower of any company remains a critical resource that is needed to work with clients. Regarding the given situation, workers are responsible for the quality of food, its cooking, purchase, delivery, and storing. For this reason, in accordance with the Japanese approach to quality improvement, this area should also be given critical attention (Khan, 2011).

Food Quality Improvements

The problem with the inappropriate quality of food can be related to some flaws in the work of personnel and their inability to ensure the high quality of services offered to passengers. Kaizen’s approach emphasizes the need for additional training for staff regarding the critical assessment of their preparedness levels (Imai, 2012). For this reason, the initial step is the evaluation of workers’ skills in such aspects as cooking, storing, presentation, and procurement to guarantee that they critically realize their tasks and actions that should be performed (Kiran, 2016). Results of this analysis should serve to introduce additional courses for those individuals who have poor results or do not possess the needed level of understanding. Members of the flight crew should also be tested to guarantee that they can work with clients in desired ways (Goetsch & Davis, 2015). Specific training should be offered to employees who demand improvement as the poor use of products or low-quality meals might deteriorate the image of the brand.

Quality Improvement

The effective, rewarding practice is one of the core components of quality improvement. In accordance with a new paradigm, a quality manager should guarantee that only skilled and competent workers are provided with prizes (Goetsch & Davis, 2015). It will help to motivate them and other employees to work harder. Additionally, it can be recommended to replace members of the flight crew who are not able to cope with current tasks with more experienced ones to avoid extra costs needed to compensate for low-quality food and low satisfaction levels. It is expected that spending will be decreased because of the more effective use of resources and manpower.

Deliverables

The adherence to the approach outlined above might help to achieve higher levels of staff preparedness, more effective use of finances, new rewarding practice. Moreover, there is an opportunity to attain a better quality of food, high motivation levels among employees, beneficial outcomes because of the improved company’s image.

Environment

Environmental issues are another critical aspect that should be given attention during the reconsideration of the company’s work and quality improvement. Regarding the context, the new approach to hiring and new products should also be considered a part of this domain. Additionally, the achievement of higher sustainability levels is also critical as they are more appreciated by clients, and lower costs will be devoted to environmental issues (Goetsch & Davis, 2015). For this reason, the following plan can be suggested.

Areas of Quality Improvements

First, new hiring practices should be introduced to guarantee that only skilled or experienced workers will be working as members of flight crews. It will help to minimize mistakes rate and improve the quality of served food. Additionally, as it has already been stated in the Materials section, new products should be used to prepare meals as a part of the plan to create a favorable environment (Goetsch & Davis, 2015). It will guarantee the creation of a completely fresh approach to food in the company and solve the problem. At the same time, it is also vital to monitor the state of used products, observe basic sanitarian norms, and effectively utilize waste to contribute to the creation of the sustainable image of the firm (Trey, 2017). These demands are critical for outstanding results and improvement of in-flight food.

Areas of Cost Improvements for Better Performance

The reconsideration of the approach to the environment and introduction of new, more effective, and sustainable schemes are usually followed by significant cost improvements because of the new patterns that help to achieve better performance levels. First, the use of new products will minimize complaints and avoid the necessity to pay compensations. Second, more experienced staff will work with clients better and contribute to their increased satisfaction. Finally, the achievement of new sustainability levels will help to create a positive image of the airline, which will be appreciated by clients who will use its services in the future.

List of Deliverables of the Company

The observation of the outlined course of action will help to reconsider the current approach to the environment, effectively use available resources, and attain a better quality of products. Additionally, the company will benefit from skilled workers, decreased number of complaints, better hygiene practices, reduced waste.

Measurement

Correct measurement is another factor impacting the success of various companies and processes. For this reason, in accordance with the offered course of action, it is vital to introduce alterations in the given sphere to achieve positive effects and help the company to evolve.

Areas of Quality Improvements

Regarding the case, measurement is done with two critical purposes. First of all, workers should ensure that the quality of selected products meets existing demands and can be considered appropriate for them to be used in cooking. It is a core element of the work of airlines. That is why the use of electronic devices should be recommended to achieve better results in the given sphere. Second, the measurement can be done to guarantee that every portion served to passengers meets the existing norms. Additionally, cross-checking practice can be an appropriate option for the improvement of offered meals (Waller, 2018). For this reason, the use of electronic scales and other kitchen appliances becomes a potent option to attain positive shifts in the problematic aspect.

Areas of Cost Improvements

The intervention mentioned above presupposes the use of additional resources and financing. The airline has to buy new appliances to equip kitchens on board and provide employees with an opportunity to perform their tasks with a high effectiveness level. Additionally, special courses to teach flight crew how to determine the quality of products might be needed. Nevertheless, in the long-term perspective, this spending can be compensated by the decreased number of passengers’ complaints and the creation of the basis for future improvement and rise (Goetsch & Davis, 2015). The company will benefit from the absence of dissatisfied clients and their positive associations with the given carrier. In such a way, the introduction of changes in the given domain seems justified by the existence of critical problems mentioned at the beginning of the case and an urgent need to solve them in the most effective ways; otherwise, a decrease in the number of passengers will be observed.

List of Deliverables and Image Improvement

The strategy will help to attain higher accuracy, portions with standardized amounts of products, positive mood of passengers, brand’s image improvement, and reduced number of complaints.

Method

Finally, the choice of methods to acquire information and implement all discussed changes becomes critical to achieve success and guarantee that the company will continue its evolution.

Areas of Quality Improvements

The most effective methods to introduce appropriate change presuppose the use of information that is provided by clients to achieve their increased satisfaction levels. For this reason, it is fundamental to align the effective feedback services to remain informed about the current state of the problem and customers’ perspectives on it. For this reason, specific discounts on tickets can be offered if passengers complete a survey related to the work of the company and its problematic areas (Imai, 2012). It will help top managers to create effective strategies and achieve positive change. At the same time, every flight can be followed by the analysis of the quality of prepared food and the level of clients’ satisfaction to ensure that the carrier moves in the demanded direction. This methodology is essential for the achievement of positive results.

Areas of Cost Improvements

The proposed methodology can be considered comparatively cheap as no serious investment is demanded. On the contrary, the use of surveys to collect information becomes a relevant approach as it is aimed at the generation of additional income at the end via the achievement of higher satisfaction levels among all passengers. For this reason, it is recommended to adhere to the given paradigm when introducing the described alterations.

List of Outcomes

The improved understanding of the target audience can be achieved due to the intervention. Moreover, the list of outcomes might include better feedback, enhanced collaboration with clients, and the availability of critical data about the demanded change.

Conclusion

Altogether, the improvement of QCD is one of the major challenges the company faces at the moment. Ahead of the quality department should become responsible for the introduction of all changes mentioned above to reconsider the functioning of the company and ensure that the problematic area will be eliminated. The adherence to the Japanese quality approach will help to shift priority to such critical elements as personnel, quality of products, use of resources, materials, and machines. It can be taken as an effective strategy needed for the company to evolve and continue its functioning. At the same time, the replacement of equipment, the creation of the new environment, enhanced measurement, and better cooperation with passengers will help to generate a competitive advantage and overcome the majority of difficulties that will emerge in the future.

Recommendation

The following recommendations should also be observed to avoid deterioration of the situation and preserve the high level of effectiveness:

1. Introduce constant monitoring of the main aspects of the company to exclude their critical deterioration
2. Create conditions beneficial for the continuous training of all staff members and the generation of new skills among them
3. Adhere to Japanese quality improvement approaches to generate a competitive advantage
4. Remain in touch with passengers to admit the first signs of their dissatisfaction

Consideration of these aspects can help the company to evolve and remain popular among its clients.

References

Burgess, M. (2018). This is how airline food is changing to become tastier and smarter.Wired. Web.

Goetsch, D., & Davis, S. (2015). Quality management for organizational excellence: Introduction to total quality (8th ed.). New York, NY: Pearson.

Imai, M. (2012). Gemba Kaizen: A commonsense approach to a continuous improvement strategy (2nd ed.). New York, NY: McGraw-Hill Education.

Khan, A. (2011). KAIZEN: The Japanese strategy for continuous improvement. VSRD International Journal of Business and Management Research, 1(3), 177-184.

Kiran, D. (2016). Total quality management: Key concepts and case studies. Cambridge, MA: Butterworth-Heinemann.

Saleem, M., Hameed, S., Khan, N., & Abbas Ch, M. (2012). An analysis of relationship between total quality management and Kaizen. Life Science Journal, 9(3), 31-40.

Smith, O. (2017). Why is plane food so bad?Telegraph. Web.

Trey, C. (2017).5 ways to improve your in-flight meal experience, from a flight attendant. Web.

Vaz, D., Rodriguez, E., Nobre, I., & Junior, L. (2016). Quality HACCP applied to flight catering industry. Independent Journal of Management and Production, 7(5), 729-745. Web.

Waller, M. (2018). Cross-checking in-flight meals. Web.