Jet Airways implemented various total quality management techniques like ISO certification and continuous employee training to improve service quality. It used the SERVQUAL model to understand customer priorities and identify gaps in reliability, assurance, tangibles, empathy and responsiveness compared to competitors. Areas of quality management included on-time performance, baggage handling, food quality, and compensation for delays. Yield management software helped optimize pricing based on demand. Customer surveys found Jet to have on-time flights but untrained staff who struggled during delays.

1. TQM OF
Service Industry
JET AIRWAYS

2. AVIATION INDUSTRY SCENARIO
IN INDIA
• The Indian aviation is one of the fastest
growing aviation industry in the world
• With the liberalization of the indian aviation
sector, aviation industry in india has
undergone a rapid transformation
• Private airline accounts for almost 75% share
of the domestic aviation market
• India has 454 airports of these 16 are
designated international airports

3. PLAYERS IN THE INDIAN
MARKETPLAYERS IN THE INDIAN
MARKET
• Airlines at International Routes
• AIR INDIA
• KINGFISHER
• JET AIRWAYS
• INDIAN AIRLINES

4. Airlines at Domestic Routes
• INDIGO
• GO AIR
• SPICE JET
• AIR DECCAN

5. INDIAN MARKET SHARE
Sales
8% 5%
8% 30% JET AIRWAYS
KINGFISHER AIRLINES
20% AIR INDIA+INDIAN
INDIGO
29% SPICEJET
OTHERS

6. Welcome Aboard
India’s Most Preferred Airline

7. FORMATION OF JET AIRWAYS
• Mr.Naresh Goyal founded Jetair (ltd) in May
1974
• In 1991 Diversification Programme
• Commenced commercial operations in May

8. MISSION
• Jet Airways will be the most preferred
domestic airline in India.
• Jet Airways will achieve this pre-eminent
position by offering a high quality of service
and reliable, comfortable and efficient
operations.

9. CODE OF CONDUCT
• Confidential information
• Fair dealing
• Compliance with laws and regulations
• Prevention of insider trading
• Encouraging reporting of unethical or illegal
behavior
• Record keeping

10. JET AIRWAYS PARTNERSHIPS
• Air Canada
• American Airways
• Brussels Airways
• All Nippon Airways
• Jetlite
• QANTAS

11. • Car rental partners
• Co-Brand card
• Conversion
• Hotel partners

12. SERVICES
• Check In Options :
• Airport Check in
Tele Check in
Web Check in
Kiosks Check in
• • Airport Lounges
• Bus Services
•Cuisi nes
•Entert ainment

13. SPECIAL SERVICES
• Infant and Child Care
• Wheel Chair Assistance
• Unaccompanied Minors
• Medical Emergencies
• Traveling with Animals
• Jet Mobile

14. TQM TECHNIQUES
• Jet Airways formulated a Quality
ManagementSystem for In-flight Services in
February 2001 as partof a comprehensive
exercise to implement ISO inselective
operational areas.
• They also implement KAIZEN techniques to
improvethe services of their employees
through continuous training programs.

15. SERVQUAL MODEL
• Is a model to assess the gap of an organizations
service quality performance against customer
quality
needs.
• Introduced by Zeithaml, Parasuraman and Berry
in 1985.
• It is widely used within service industries to
understand the perception of target customers
regarding their service needs

16. • SERVQUAL was originally measured on 10
aspects of service quality :
reliability, responsiveness, competence,
access, courtesy, communication, credibi
lity, security, understanding
the customer and tangibles

17. Servqual Data - What can we do
• We can use data on customer priorities to feed
into the House of Quality (QFD)
• Quality function deployment (QFD) is a “method
to transform user demands into design quality, to
deploy the functions forming quality, and to
deploy methods for achieving the design quality
into subsystems and component parts, and
ultimately to specific elements of the
manufacturing process.

18. DIMENSIONS OF SERVQUAL MODEL
• Reliability: Ability to perform the promised
service dependably and accurately.
•Assurance:Knowledge and courtesy of employees
and their ability to inspire trust and confidence.
•Tangibles:Appearance of physical
facilities, equipment, personnel and
communication materials.
•Empathy:Caring, individualized attention the firm
provides to its customers.
•Responsiveness:Willingness to help customers
and provide prompt service

19. An empirical study was conducted in
2007on the
Indian airline industry (FSC) using
ServQual
model
JET AIRWAYS KINGFISHER INDIAN
AIRLINES AIRLINES+AIR
INDIA
RELIABILITY 1 2 3
ASSURANCE 1 2 3
TANGIBLES 2 1 3
EMPATHY 1 2 3
RESPONSIVENESS 1 2 3

20. AREAS OF QUALITY
MANAGEMENT
1 On time
2 Delay information
3 Announce delay
4 Good in-flight service
5 Good in-flight food
6 Waiting time for baggage
7 Baggage lossOn time
8 Delay information
9 Announce delay
10 Good in-flight service
11 Good in-flight food
12 Waiting time for baggage
13 Baggage loss

21. 14 Compensate baggage loss
15 Good ground service
16 Refreshments on delay
17 Accommodation on delay
18 Online booking
19 Discounted fare
20 Real benefits for frequent fliers
21 Maintenance of Aircraft & other Equipments

22. YIELD MANAGEMENT
OR
REVENUE MANAGEMENT
Process of understanding, anticipating and
influencing consumer behavior in order to
maximize yield or profitsfrom a
fixed, perishable resource (such as airline
seats or hotel room reservations).

23. • Yield Management involves strategic control of
inventory to sell it to the right customer at the
right time for the right price. This process can
result in price discrimination, where a firm
charges customers consuming otherwise identical
goods or services a different price for doing so

24. EXAMPLE
• In the passenger airline case, capacity is regarded
fixed because changing what aircraft flies a
certain service based on the demand is the
exception rather than the rule. When the aircraft
departs, the unsold seats cannot generate any
revenue and thus can be said to have perished.
Airlines use special software to monitor how
seats are being reserved and react
accordingly, for example by offering discounts
when it appears that seats will remain unsold &
vice versa

25. QUALITY CERTIFICATION
• In flight Services, ISO 9001 : 2000 certified
Certification for the product and service
ranges includes Design, Development and
Delivery of Customer Services that meet
world-class standards
• IATA Operational Safety Audit (IOSA)
Registration

26. COST CONTROL MEASURES
• Jet Airways and Kingfisher Airlines, have put aside
their differences and joined hands to cut costs through
code-sharing and combining ticketing and ground
services.
• The airline leased two of its Boeing 737s to a
Japanese company, and implemented a number of
workforce productivity measures.
• Salary cut of employees

27. AWARDS
• ‘airline with best first-class service in the
world’ award at Business Traveler’s 20th
annual ‘best in business travel’ awards gala in
the USA
• ‘best domestic full service airline’ award
for the sixth year in a row
• “Most innovative product launch” award

28. Customer Response through Surveys
(word of mouth)
Positive Aspects :
• Jet travelers found its flights to be on time.
• Jet usually informed their customers about delay in
advance through SMS or telephone call.
• In the case of a delay Jet usually provides travelers with
refreshments
• Jet was found to be providing good in-flight food &
entertainment
• Baggage loss was found to be almost never a problem
with Jet Airways
• Staff friendly and helpful

29. Negative Aspects:
• The main problem with Jet however is their
staff. Although they are polite and try to be
helpful, they seem to be untrained and get
overwhelmed easily.
•Sometime there is a delay for baggage
•Their catering is poor in variety and quantity

30. THANK YOU