MONA 2nd Internal

8/6/2019 MONA 2nd Internal

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HR FOR BUSINESS EXCELLENCE


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TQMy Total - made up ofthe whole

y Quality- degreeofexcellencea productor service provides

y Management - act,artor mannerofplanning,controlling,directing,.

y TQM is a process and philosophy of achieving best possibleoutcomes from the inputs, by using them effectively andefficiently in order to deliver best value for the customer, while

achieving long term objectives of the organization

Do the right things right the first time, every time.


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TQM CONCEPTy Management commitment to TQM principles and

methods & long term Quality plans for the

Organizationy Focus on customers internal & external

y Quality at all levels of the work force.

y Continuous improvement of the

production/business process.y Treating suppliers as partners

y Establish performance measures for the processes


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AVIATION INDUSTRY SCENARIO

IN INDIA

The Indianaviationis oneofthefastestgrowingaviation

industryinthe world.

W

iththeliberalizationoftheindian aviation sector,aviation

industryinindia has undergonearapidtransformation.

Privateairlineaccounts foralmost 75% shareofthedomestic

aviation market. Indiahas 454 airports ofthese 16 aredesignated

international

airports


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Competitorsy AIR INDIAy INDIAN AIRLINES

y KINGFISHERAIRLINE

y SPICE JETy AIR DECCAN

y GO AIR

y INDIGO AIRLINES


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The Joy Of FlyingMISSION

JetAirways willbethe most preferreddomesticairlinein India.JetAirways willachievethis pre-eminentpositionbyofferingahigh qualityofservice

andreliable,comfortableandefficientoperations.


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Confidentialinformation

Fairdealing

Compliance withlaws andregulations

Preventionofinsidertrading

Encouragingreportingofunethicalorillegalbehavior

Recordkeeping


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Abu DhabiBahrainBangkokBrussels

ColomboDohaDhakaDubaiHong Kong

KathmanduKuala LumpurKuwaitLondon

MuscatNew YorkSan FranciscoSingaporeToronto


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y Check In Options :

y Airport CheckinTele CheckinWeb CheckinKiosks Checkin

y Airport Lounges Bus Services

Cuisi nesEntert ainment

Infantand ChildCareWheel ChairAssistance

UnaccompaniedMinorsMedicalEmergenciesTraveling with

AnimalsJet Mobile


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y Is a modeltoassess thegap ofanorganizationsservice qualityperformanceagainstcustomer quality

needs.y IntroducedbyZeithaml,Parasuramanand Berryin

1985.

y Itis widelyused within serviceindustries to

understandthe perceptionoftargetcustomersregardingtheir serviceneeds.


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ServQual Model

Word ofMouth

PersonalNeeds

ExternalCommunication

to Customers

PastExperience

Expectedservice

PerceivedServicequality

PerceivedService

ServiceQualityGap


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What are the Servqual Gaps?y Gap 1: Thedifferencebetween management perceptions ofwhat

customers expectand whatcustomers reallydoexpect

y Gap 2: Thedifferencebetween management perceptions and servicequalityspecifications - the standards gap

y Gap 3: Thedifferencebetween service qualityspecifications andactualservicedelivery- are standards consistentlymet?

y Gap 4: Thedifferencebetween servicedeliveryand whatiscommunicatedexternally are promises madeconsistentlyfulfilled?

y Gap 5: Thedifferencebetween whatcustomers expectofa serviceandwhattheyactuallyreceive


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DIMENSIONS OF SERVQUAL MODEL

(RATER)

Reliability: Abilityto perform the promised servicedependablyandaccurately.Assurance: Knowledge andcourtesyofemployees and

theirabilitytoinspiretrustandconfidence.Tangibles: Appearance ofphysicalfacilities,equipment,personnelandcommunication materials.Empathy: Caring,individualizedattentionthefirm

providestoits customers.Responsiveness:Willingness tohelp customers and provideprompt service


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Reliability

Assurance

Tangibility

empathy

responsiveness

JETAIRWAYS

INDIANAIRLINES

KINGFISHER

2

1

2

1

1 3

2

3

1

1

2

2

2

23


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SERVICE PROCESS AT JET


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ANAGE ENT

On ti

D lay infor ation

Announc d lay

Good in-flight s rvic

Good in-flight food

Waiting ti forbaggag

Baggag loss

Compensatebaggageloss

Goodground serviceRefreshments ondelay

Accommodationondelay

Onlinebooking

Discountedfare

Realbenefits forfrequentfliers

MaintenanceofAircraft & otherEquipments


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y Jet Airways formulated a Quality Management System

for In-flight Services in February 2001 as part of a

comprehensive exercise to implement ISO in selective

operational areas.

y QUALITY CERTIFICATION

y In flight Services, ISO 9001 : 2000 certified

y Certification for the product and service ranges includes

y Design, Development and Delivery of Customer Services

that meet world-class standards.


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Theyalsoimplement KAIZEN techniques toimprovethe services oftheiremployees throughcontinuoustraining programs.

y Kaizen- defines the managements roleincontinuouslyencouraging

andimplementing smallimprovements intheindividual &organization.

y Breakthecomplex process into sub-processes andthenimprovethesub-processes.

y Continuous improvements in smallincrements makethe process moreefficient,controllableandadaptable.

yDoes notrelyon moreexpense,or sophisticatedequipmentandtechniques

The ServiceTracker


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COST CONTROL MEASURES

yJetAirways and KingfisherAirlines,have putasidetheirdifferences and joinedhands tocutcosts through

code-sharingandcombiningticketingandgroundservices.

y Theairlineleasedtwoofits Boeing 737s toa

Japanesecompany,andimplementedanumberofworkforce productivitymeasures.

y Salarycutofemployees


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AWARDS

yJetAirways wins airline withbestfirst-class serviceinthe worldawardat Business Travelers 20thannual bestinbusiness travelawards galainthe

USA

yJetAirways wins the 2008 Galileo ExpressTravel world bestdomesticfull serviceairlineaward

forthe sixthyearinarow

yJetAirways' JetPrivilege wins Top Honors with SevenAwards atthe prestigious FreddieAwards2007


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Thank you.

MONA 2nd Internal

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