Quality Management Tools and Techniques in Emirates Airlines

Quality Management Tools and Techniques in Emirates Airlines
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Table of Contents
 TOC \o "1-3" \h \z \u  HYPERLINK \l "_Toc419753285"
1.0 Introduction  PAGEREF _Toc419753285 \h
3
 HYPERLINK \l "_Toc419753286"
2.0 Company profile  PAGEREF _Toc419753286 \h
3
 HYPERLINK \l "_Toc419753287"
3.0 Quality Management Tools and Techniques  PAGEREF _Toc419753287 \h
4
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4.0 Quality Management Tools and Techniques used at Emirates Airlines  PAGEREF _Toc419753288 \h
5
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4.1 Check Sheet  PAGEREF _Toc419753289 \h
5
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4.2 Histogram of lost baggage  PAGEREF _Toc419753290 \h
5
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4.3 Cause-and-Effect diagram for flight departure delay (fishbone chart)  PAGEREF _Toc419753291 \h
6
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4.4 Pareto Chart of flight departure delay causes  PAGEREF _Toc419753292 \h
6
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4.5 Flow chart  PAGEREF _Toc419753293 \h
7
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4.6 Scatter diagram  PAGEREF _Toc419753294 \h
7
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5.0 Benefits of implementing QT&T in Emirates Airlines  PAGEREF _Toc419753295 \h
8
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6.0 Challenges of implementing QT&T in Emirates Airlines  PAGEREF _Toc419753296 \h
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7.0 Recommendations and conclusion  PAGEREF _Toc419753297 \h
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8.0 References  PAGEREF _Toc419753298 \h
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Quality Management Tools and Techniques in Emirates Airlines
1.0 Introduction
The idea of quality management is applicable to all types and sizes of organizations. It is actually as relevant in food services or manufacturing as it is in the airline industry. In essence, quality management is focused on guiding the corporate organization toward improved performance (Salmador, Bueno & Maranhao 2010). In this paper, the quality management tools and techniques (QT&T) that Emirates Airlines uses are discussed exhaustively. The benefits of implementing QT&T in Emirates are also discussed along with the challenges of implementing it in this world renowned airline.
2.0 Company profile
On October 25th 1985, Emirates Airlines flew its maiden flights out of the city of Dubai with only 2 airplanes – an Airbus 300B4 and a leased Boeing 737. Then as today, the goal of Emirates Airlines was not quantity but quality (Emirates 2015). In the years since its inception, this airline has grown into an internationally influential tourism and travel conglomerate renowned globally for its commitment to the highest quality standards in all aspects of its business (Emirates 2015).
A part of the Emirates Group, Emirates Airlines has its hub at the Dubai International Airport and this airline has established a reputation for tourism, travel, and aviation. The government of Dubai owns Emirates Group. Emirates Airlines flies to 6 continents on the planet and has in excess of 140 destinations worldwide with its fleet of over 229 airplanes. It flies in over 79 nations around the world (Emirates 2015). The network of this airline is constantly expanding. The Emirates Sky Cargo Division carries out Emirates Airline’s cargo business. Every week, more than 1,500 Emirates flights depart the city of Dubai on their way to destinations globally (Emirates 2015).
The goal of Emirates Airlines is to get to the top by excelling in what it does. It also strives to make eco-efficiency and sustainability the cornerstones of every group operation, on the ground and in the air (Emirates 2015). The mission of this airline is to exist in order to deliver flight service that is the best in the world. The vision of Emirates Group is to become an environmental leader in the travel and aviation industries. It seeks to make aviation sustainable, safe, and leading (Squalli 2014).
3.0 Quality Management Tools and Techniques
Quality tools are utilized by businesses to help in monitoring and managing quality initiatives (StarzyÅ„ska & Hamrol 2013). There are various sorts of tools employed. The common quality management tools that are commonly utilized for quality control include the following: flowchart – this is employed in quality control to help in analyzing the way a problem happens. A flowchart is also utilized in documenting process flows (Antony & Preece 2010). Check sheet – this is an essential quality tool that is utilized in collecting data. Cause and Effect diagrams – otherwise referred to as fish bone diagrams, these tools show the various causes of a problem. The problems are identified and written inside the box to the right (Gupta, Garg & Kumar 2014).
Pareto Chart – this is basically a histogram which is ordered by frequency of incidence or occurrence. It illustrates the number of results that were produced by what identified cause or category. Pareto charts show the number of frequencies from the largest to the smallest. Control Charts – a control chart plots data points on a line over time and gives a depiction of movement of data (Salmador, Bueno & Maranhao 2010). Histogram – this is a bar chart picture of data showing patterns which fall within typical process conditions. Scatter Diagram – this is a graph that shows the relationship between different variables. A variable usually represents the likely causes and effect. Checklist – these are structured tools utilized in verifying that a set of necessary requirements or steps have been done in the process of quality control (Herbert, Curry & Angel 2013).
4.0 Quality Management Tools and Techniques used at Emirates Airlines
4.1 Check Sheet
MonthLost LuggageDeparture DelayOverbookedMechanicalOtherJanuary33010February12331March54402April25322May38111June47230July79030August66302September311232October47300November411223December111211Total4385251914
4.2 Histogram of lost baggage

4.3 Cause-and-Effect diagram for Emirates Airline’s delay in flight departure


 Gate staffs process passengers slowly Agents under trained Airplane late to gate Very few agents Delayed arrival Agents enter the gate late Gate occupied Agents undermotivated Mechanical problems Unavailable or late cabin crews Air traffic Cockpit crew late Weather Cabin cleaners late Weight and balance sheet late Poor announcement of departures Late baggage to airplane Check-in procedure delayed Late fuel Confused seat selection
 Late food service Checking oversize baggage Passengers bypass checkin counter Issuance of boarding pass Acceptance of late passengers Wish to protect late passengers Cutoff very close to departure time Desire to help firm’s income Poor gate locations
4.4 Pareto Chart of flight departure delay causes
CausePercentage of IncidentsCumulative PercentageWaiting for fuel11.3%79.6%Waiting for pushback15%68.3%Late passengers53.3%53.3%Late weight and balance sheet9.3%78.2%
4.5 Flow chart













4.6 Scatter diagram
5.0 Benefits of implementing QT&T in Emirates Airlines
There are several benefits of implementing QT&T in Emirates Airlines. If quality techniques and tools are implemented ...