Quality Control in the Fly Emirates - Research Paper Example

Quality control in Fly Emirates Introduction s tend to book various airlines for going on a tour and different tour companies also have links with airline companies to provide that facility to the customers. Across the global market there are many airline companies with good facilities but among them there are few airline companies which are been rated as the five star airline company because of the high quality service that they provide to the customers. Fly Emirates is one among the five star rated airline company in the world. It was started in 1985 and is one of the largest airline company in the world and been considered as the most profitable airline. In this particular study the way the company Fly Emirates is able to maintain a good quality control in its service enabling it to become well renowned airline service provider in the entire world. Reviewed literature Quality is always been considered as the societal impact over consumption. According to Dooley in 2006, the reasons for having such a conception is that in one level the lack of quality can result in making the customers feel unsatisfied and the products or service been delivered to the customers is not up to the mark and in the second level quality has been evolved over the years as a factor of control, assurance and also related to the management. In 1945 Juran followed by Crosby in 1981 and Reeves and Bednar in 1994 did explain that quality is the perception of the ability of the service that is been provided to the customer in a way that it can satisfy the customers (Wireman, 2004). They also said that the quality has got many factors included as in the conformance, attractiveness etc. which the customers expect to get from a particular product or service in return of the payment they make. As per the American Society for quality in 2007, quality is related to the way the particular person has got his/her perception towards that particular service or product. This implies that the quality for a particular product or a service is related to the way the particular product or service meets the expectations of needs and demands of the customers (Monden, 2011). As per Gunter in 1998, quality management is made up mainly of two aspects quality assurance and quality control. Quality assurance is related to the basic standard that is been set for the production process or for providing the service to the customers and the quality control is related to the review and check over the output of the particular service or the product. According to Cronin and Taylor in 1992, the concept of service quality is still a myth for all to define it in a single sentence. It is very difficult to measure and also control the quality in service sector than compared to production sector. The factors that are there in quality control in service sector are far more difficult to decide as the customers’ expectations with respect to the service are unknown (KACHWALA and MUKHERJEE, 2009). Every customer has a different view point for a particular service and also has different needs and demands thus to have a check over the quality of the service been provided to the customers is very difficult to control and measure. As per Rowley in 1998, the quality determination for a particular service from the customer’s point of view is basically the difference between the perception that the customer has made about a particular service before availing it and the amount of expectations that had been fulfilled by the service. This is basically the percentage of expectations that is been fulfilled by the service provided by the company to the customer. Lehtinen and Lehtinen in 1982, did say that quality in service sector is been referred into three main categories which looks at the way the service has been interactive to the customer, the physical impact and also the corporate level factor (Mohanty and Lakhe, 2008). As per Engelland in 1998, the link that is there between the service and performance of each service depends mainly on the combination of many characteristics. The first factor or the characteristic is that service is an intangible thing as a result it is very difficult to measure the percentage of customer satisfaction. Second is the perishing ability which implies that there is no physical goods that can be provided to the customers thus once the service is been provided the company doesn’t has any stock of items to provide top the customers as a replacement (Kelemen, 2003). Third is the difference between the way the service is been consumed among different consumers as each customers has got a different perception about a single service that is been provided to the customers. Dotchin and Oakland in 1994, did say that the customised measurement process that is been used by different countries has provided the service industry companies to improve their process (MUKHERJEE, 2006). This has helped many companies to develop a new measurement strategy to make sure that they can provide the best service to the customers thus improve the quality of its service by a good value. Analysis From many years Fly Emirates has been rated as one of the best quality service providing airline service. It has been able to do so by making sure that the customers get maximum satisfaction from the service that is been provided to them in the airport and even in the airline. The customers are been provided good service in the airport with respect to carrying their luggage and also for selecting their luggage while checking off from the airport. The airline does provide a good training program to its employees making sure that the airhostess and also the ground staff do behave in a good way with the customers making them happy and feel good. The way they take care of each individual customer in the flight is outstanding to see (Milakovich, 2005). They look to take care of the needs and demands of each individual customer making sure that each customer is been fully satisfied. The flight timings that the airline has don’t allow the customer to waste too much of time for waiting and they make sure that there is no delay in their flights. The flights are been connecting to every part of the world connecting Dubai to all the major cities in the world. A lot of integrity is been maintained by the staff members making sure that the customers in the airport do get the best of facility and in case of any flights getting cancelled the airline does make all the arrangements for accommodation and also for the next flight ticket for the customer. The hospitality that is been provided to the customers in the flight and also in the airport does give the customers a lot of happiness and make them feel good as they get a good quality service that is sometimes even beyond their expectations (Franceschini, 2001). It makes sure that food items that are been provided during the flights are of best quality and also fresh so that the customers can avail fresh and good quality food items. Good branded items are been kept in the food and beverages that are been provided during the flight. The information system that is there in the company to convey the messages to the customers is very quick and also accurate making it assured that the right message is been conveyed across to the right customer without any failure. It has a good quality control over the entire form of all the services that are been provided to the customers so that the customers can get best facility without any failure (Beckford, 2002). Evaluation The quality control factor in tourism and leisure industry is the most important factor. Customers across the globe look to get good quality service from the companies. This is more important as people going for tourism prefer good quality service without any failure and also good leisure facilities. The quality control by Fly Emirates making sure that the services that are been provided to the customers are of best quality does helps a lot to the company as well. The company has been rated as one of the most reliable and also the best airline service provider across the global market over the years. The amount of complaints against the service been provided is very less for the company. Fly Emirates is one of the star line airlines company which has been rated as a five star airline across the entire world. It has been able to achieve all this because of its high level of control over the quality of service that it provides to the customers (Mitra, 2012). There is no chance of making any mistake at all the steps as all the members are been trained thoroughly. This has helped the company to continuously get more number of customers on a constant basis and thus have a constant increase in its revenue. Thus the quality control factor of the company has enabled the company to grow and expands its business across the entire globe and creates a good brand image in the mind of the customers at every place. References Beckford, J. (2002). Quality. London: Psychology Press. Franceschini, F. (2001). Advanced Quality Function Deployment. America: CRC Press. KACHWALA, T. and MUKHERJEE, P. (2009). Operations Management and Productivity Techniques. New Delhi: PHI Learning Pvt. Ltd. Kelemen, M. (2003). Managing Quality. London: SAGE. Milakovich, M. (2005). Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition. America: CRC Press. Mitra, A. (2012). Fundamentals of Quality Control and Improvement . Canada: John Wiley & Sons. Mohanty, R and Lakhe, R. (2008). TQM in the Service Sector. Mumbai: Jaico Publishing House. Monden, Y. (2011). Toyota Production System: An Integrated Approach to Just-In-Time. America: CRC Press. MUKHERJEE, P. (2006). TOTAL QUALITY MANAGEMENT. New Delhi: PHI Learning Pvt. Ltd. Wireman, T. (2004). Total Productive Maintenance. New York. Industrial Press Inc. Read More