Implementation of Total Quality

Management
Case Study : British Airways
Presented by
Aritra Guha
Srujan Maddula
Sreya Mukherjee
Tulika Singh
Overview : British Airways

Present in 6 continents and 500 destinations

Manages a fleet of 240 aircrafts that primarily consists of

Boeings and Airbus

Co-founded Oneworld alliance with American Airlines, Cathay

Pacific and Qantas

OBJECTIVE
Created International Airlines Group after merging with Iberia

Best
Custome Global Enhance
Global Premium technolo
rs best expansio custome
Airlines service gy in
choice n r loyalty
aviation
Overview : British Airways
Competitor analysis

Founding member of Star alliance

Fleet of 300 for 209 destination
Market leader in cargo export
Other services

Worlds 5th largest airlines

With Continental Express and Continental
Connection, it makes 2600 departures a day

Leads Star Alliance

Fleet of 700 in 30 countries
Offers regional services through United Express
Implementation of Total Quality
Management

KEY SUCCESS FACTORS

Continuous Excellent
Cost Customer
Reduction Service

Maximizing
Covering
Return on
Growing
Individual
Markets
Flights
British Airways' Technical
Workshops
Mission : To be the Best and to be a World-Class organization

Steps Towards Implementing TQM

Conducting Study to Diagnose Current Position

Obtaining Support & Full Commitment from all

Management Level

Educating Staffs & Management Structural Changes

Change in Policy, Procedure & Work Practices

Initiating Quality Improvement Process

Review Progress & Sustained Commitment

 Analysis of Cost of Quality
Contribute Significantly in Educating Staff on Concept and Principles
of TQM

g Down Employees Activity Related to Quality in 3 Major Part

Anticipation
Provide Performance Right First Time

Assessment
Check If Concept of Right First Time is
Done
Failure
Failure of Concept of Right First Time
Diagnostic Report : Improvement
Activities

Employees Perception about Management

Managerial Style

Implementation of Changes

Communications

System & Procedures

Facilities & Conditions

Attitude of Employees
Technical Workshops

- Courses held for Managers

- They were encouraged to submit
da y s
3 ideas and action plan
ksh o
wor - Staff from different departments
p were involved

Examples: Improved methods for sorting aircraft

testing equipment
Library for storing technical publications
Design of new measures regarding workshop
performance
End result

2008 2009 2010 2010 2011 2012 2013 2014 2015

Turnover (m) 8,758 8,992 7,994 6,683 9,987 10,827 11,421 11,719 11,333

Profit
(profit/loss 694 358 425 170 672 84 281 702 975*
after tax) (m)

Number of empl 41,745 41,473 37,595 35,778 36,164 38,761 38,592 39,710 39,309
oyees (average
FTE)

Number of
34.6 33.1 31.8 24.1 34.2 37.6 39.9 41.5 43.3
passengers (m)

Passenger load
79.1 77 78.5 78.5 78.2 79.9 81.3 81 81.5
factor (%)

Number of
aircraft (at year 245 245 238 240 245 273 278 279 284
end)
End result

Turn over increased Number of Air craft &

by 23% employees Passenger load
factor
 Every Successful Quality
Revolution Has Included the
Participation of Upper
Management, We Know of No
Exceptions Joseph Juran