Organizational Quality Practices  in Airlines’ Operations Function by Toto Hardiyanto Subagyo
The Airlines’ Operations function <ul><li>Since the foundation of commercial air service is an airline’s promise  to get p...
Quality Definition <ul><li>. . . quality of a product is the ability of the product to satisfy the requirements of the cus...
Quality Management <ul><li>. . . managing a process of delivering quality to satisfy the  requirements of   customer  and ...
The Operational Function <ul><li>Marketing, sales and services  make decisions about marketing policy, so as to define the...
Three Elements of Organization 03/06/11 Organisational Quality Practices  Equip&Fac Operatives Customers
Three Elements of Organization <ul><li>C ustomer -  are served and accommodated in interaction with the operatives, with o...
7 Critical Success Factors & 3 Aspects of Organizational Context <ul><li>C ustomer Relationship </li></ul><ul><li>Process ...
03/06/11 Organisational Quality Practices  3 ORG.. CONTEXT Past Performance Quality Demand Knowledge 7 CRITICAL SUCCESS FA...
C ustomer Relationship <ul><li>ensure that what the organisation processes is what the customer wants and expects, such as...
Process  O rientation & Technique <ul><li>ensures efficient work across various related functions within the organisation,...
M otivation and Skill <ul><li>ensure the persistence efforts of the organisation’s employees in pursuing quality in their ...
Infor m ation Utilization & Analysis <ul><li>make each function within the organisation aware of their weaknesses and stre...
I nterdepartmental Interaction <ul><li>determine the ease of the flow of work from one function to another within the orga...
Technology & Market  T urbulence Awareness <ul><li>enhance the employees’ awareness in pursuing quality for their product ...
Manage ment  Behaviour <ul><li>makes a driver for the other factors above, such as the role of management leadership, top ...
Three Organizational Context <ul><li>Past quality  performance  is a variable that will influence the orientation to condu...
Three Organizational Context <ul><li>External quality  demand  is the area of quality of product or services to be improve...
Three Organizational Context <ul><li>Management  knowledge  is a variable that will influence how management lead process ...
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Organisational Quality Practices for Airlines

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Organisational Quality Practices for Airlines

  1. 1. Organizational Quality Practices in Airlines’ Operations Function by Toto Hardiyanto Subagyo
  2. 2. The Airlines’ Operations function <ul><li>Since the foundation of commercial air service is an airline’s promise to get people and goods to their destination, based on the schedule that it publishes , the operations function, which consists of flight and ground operations and aircraft line maintenance , will become the focus of this study. </li></ul><ul><li>Also, because this function is a core activity of an airline’s operational process , it can make a contribution to the success or failure of delivering quality in the product and direct service to the customer. </li></ul>03/06/11 Organisational Quality Practices
  3. 3. Quality Definition <ul><li>. . . quality of a product is the ability of the product to satisfy the requirements of the customer as well as the industry’s standard. </li></ul><ul><ul><li>the definition of quality should not be associated with product quality alone but also , more importantly, with a process in which the quality of the product can only be ensured by the process. </li></ul></ul>03/06/11 Organisational Quality Practices
  4. 4. Quality Management <ul><li>. . . managing a process of delivering quality to satisfy the requirements of customer and industry’s standards , in which particular management techniques and organisation commitment through employees’ involvement are necessary. </li></ul>03/06/11 Organisational Quality Practices
  5. 5. The Operational Function <ul><li>Marketing, sales and services make decisions about marketing policy, so as to define the market sector and demand, and develop the product specification, with reference to the ability of the production systems. </li></ul><ul><li>Engineering and maintenance keep the company’s equipment in condition to provide safe and saleable air transportation. </li></ul><ul><li>Flight and ground operations are responsible for developing flight operation policies, procedures, and techniques that have as their purpose the safe, efficient, and progressive operation of aircraft. </li></ul>03/06/11 Organisational Quality Practices
  6. 6. Three Elements of Organization 03/06/11 Organisational Quality Practices Equip&Fac Operatives Customers
  7. 7. Three Elements of Organization <ul><li>C ustomer - are served and accommodated in interaction with the operatives, with or without using the equipment and facilities. </li></ul><ul><li>E quipment and Facility - includes the aircraft itself, aircraft ground support equipment, flight loading/unloading equipment, and airport terminal and ramp facilities related to the requirements of the flight concerned. </li></ul><ul><li>O peratives - persons who handle the various types of airline equipment, facilities, passengers and goods. </li></ul><ul><li>C . E . O </li></ul>03/06/11 Organisational Quality Practices
  8. 8. 7 Critical Success Factors & 3 Aspects of Organizational Context <ul><li>C ustomer Relationship </li></ul><ul><li>Process O rientation & Technique </li></ul><ul><li>M otivation and Skill </li></ul><ul><li>Infor m ation Utilization & Analysis </li></ul><ul><li>I nterdepartmental Interaction </li></ul><ul><li>Technology & Market T urbulence Awareness </li></ul><ul><li>Manage ment Behaviour </li></ul><ul><li>COMMITMENT </li></ul><ul><li>Past quality performance </li></ul><ul><li>External quality demand </li></ul><ul><li>Management knowledge </li></ul><ul><li>PERFORMANCE DEMAND KNOWLEDGE </li></ul>03/06/11 Organisational Quality Practices
  9. 9. 03/06/11 Organisational Quality Practices 3 ORG.. CONTEXT Past Performance Quality Demand Knowledge 7 CRITICAL SUCCESS FACTORS Customer Relationship Process Orientation & Techniques Motivation and Skills Information Utilisation & Analysis Interdepartmental Interaction Technology & Market Turbulence Awareness Management Behaviour Organisational Quality Practices Model Industry’s Standard Customer’s Requirement Organisation Performance Satisfaction Level Equip&Fac Operatives Customers
  10. 10. C ustomer Relationship <ul><li>ensure that what the organisation processes is what the customer wants and expects, such as quality planning, product and service design, supplier involvement and customer relationships. </li></ul>03/06/11 Organisational Quality Practices
  11. 11. Process O rientation & Technique <ul><li>ensures efficient work across various related functions within the organisation, such as organisational structures, process management, management systems, quality technology and teamwork structures. </li></ul>03/06/11 Organisational Quality Practices
  12. 12. M otivation and Skill <ul><li>ensure the persistence efforts of the organisation’s employees in pursuing quality in their work or daily activities, such as training, employee relations, empowerment, and organisation working culture. </li></ul>03/06/11 Organisational Quality Practices
  13. 13. Infor m ation Utilization & Analysis <ul><li>make each function within the organisation aware of their weaknesses and strengths, as well as actions to be taken regarding the continuity and effectiveness of the organisation’s process chain as a whole, such as quality data and reporting, communication, measurement systems, and benchmarking. </li></ul>03/06/11 Organisational Quality Practices
  14. 14. I nterdepartmental Interaction <ul><li>determine the ease of the flow of work from one function to another within the organisation, such as interdepartmental connectedness and conflict. </li></ul>03/06/11 Organisational Quality Practices
  15. 15. Technology & Market T urbulence Awareness <ul><li>enhance the employees’ awareness in pursuing quality for their product and service, such as awareness of changing market demand and the development of technology in the industry </li></ul>03/06/11 Organisational Quality Practices
  16. 16. Manage ment Behaviour <ul><li>makes a driver for the other factors above, such as the role of management leadership, top management support and quality achievement rewards. </li></ul>03/06/11 Organisational Quality Practices
  17. 17. Three Organizational Context <ul><li>Past quality performance is a variable that will influence the orientation to conduct quality management programmes. It will determine which factors should be emphasised in the quality improvement programme. </li></ul>03/06/11 Organisational Quality Practices
  18. 18. Three Organizational Context <ul><li>External quality demand is the area of quality of product or services to be improved in order for the organisation to remain in business. It will determine the quality requirement for the output of the operational functions. </li></ul>03/06/11 Organisational Quality Practices
  19. 19. Three Organizational Context <ul><li>Management knowledge is a variable that will influence how management lead process quality improvement within the organisation. It will determine motivation of the organisation’s staff and the commitment of the management, in particular. </li></ul>03/06/11 Organisational Quality Practices
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