BRITISH AIRWAYS

British Airways



British Airways

Introduction

British Airways is the largest British airline based in London and hub on the London Heathrow Airport. She is one of the largest airlines in the world and a founding member of the airline alliance one world and forms together with Iberia, the holding company International Airlines Group. British Airways operates one of the few airlines destinations on the six continents, Europe, Africa, Asia, North and South America and Oceania. Your home base is the specially erected for them on the Terminal 5 London Heathrow Airport, start from where most routes. In addition to some British and many European destinations, also many long-haul flights are offered (www.britishairways.com). The network currently includes, for example, Aberdeen, Barcelona, Moscow, Los Angeles, Buenos Aires, Beijing, Tokyo and Sydney. A smaller base on the Gatwick Airport entertain south of London, from which mainly smaller European cities such as Bologna and various destinations in the Caribbean are served (www.britishairways.com).

This philosophy of quality management is based on a customer focus and the rest of society affected by the organization: as the client is the main judge of the quality, organizations must understand their needs and then meet them. They must build strong and sustainable relationships with them and critically analyze the attributes of those products and services that help increase the perceived value for them (Garcia, pp.37-38, 2009). The satisfaction and loyalty generation depend primarily on the perception of value addition concept: any activity that modifies or changes the form, fit or function of a product to meet customer requirements, a job for which the latter is willing to pay. Focus on the customer, not simply implies content to end users or consumers of a particular product. This process requires a thorough knowledge of all the industries, functional areas and teams within an organization, each operator, supervisor, line manager, manager or external provider, should be identified as an internal customer. Therefore, it is understood that if a provider is not satisfied with the relationship it has with its customer (contracting organization), the latter will lose a customer (internal), and consequently incur a strategic competition link will generate conflicts to time to attract new external customers (Soltani& Meer, 2005). The assignment will discuss the TQM in the British Airways.

Discussion

Mission

British Airways should be the most successful airline in the world by providing the best customer satisfaction.

Vision

British Airways should be the world's favorite airline.

Objectives

Airline of choice

Total quality service

Economic flights

Goals

Expand globally

Meet customer's needs efficiently

Core Competencies

UK's leading airline

more than 200 destinations in 94 countries

54 aircrafts

Active employee participation and teamwork: be argued that employees, who have a thorough knowledge of their duties, are best able to improve them. Management must develop systems and procedures that create a climate of participation and teamwork. Empowerment will recognize the commitment and trust necessary for employees to be able to make decisions and learn from their mistakes and their successes. The prevailing organizational learning need: assimilate and grasp new concepts, adapting those so affective particular business situations, reinforcing the ...