You are on page 1of 35

TQM OF

Service Industry
JET AIRWAYS
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.
PLAYERS IN THE INDIAN MARKET

Airlines at International Routes


• AIR INDIA

• INDIAN AIRLINES

• JET AIRWAYS

• KINGFISHER AIRLINES
PLAYERS IN THE INDIAN MARKET

Airlines at Domestic Routes


• SPICE JET

• AIR DECCAN

• GO AIR

• INDIGO AIRLINES
AWAITED AIRLINES

• Omega Air

• Magic Air

• East West, Indus, Premier Star India and MDLR


airlines.
INDIAN MARKET SHARE
AIRLINE COST
Welcome Aboard

“India’s Most Preferred Airline”


FORMATION OF JET AIRWAYS

• Mr.Naresh Goyal founded Jetair (ltd) in May


1974

• In 1991 Diversification Programme

• Commenced commercial operations in May


05, 1993
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.
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
COMMUNITY SERVICES

• Social responsibility

• Yellow Rose Campaign


INTERNATIONAL DESTINATIONS

• Abu Dhabi • Kathmandu


• Bahrain • Kuala Lumpur
• Bangkok • Kuwait
• Brussels • London
• Colombo • Muscat
• Doha • New York
• Dhaka • San Francisco
• Dubai • Singapore
• Hong Kong • Toronto
Aircraft Number Aircraft Number

Airbus 330-200 11 Boeing 737-800 33

ATR 72-500 12 Boeing 737-900 02

Boeing 737-400 04 Boeing 777-300ER 10

Boeing 737-700 13

Total number of aircraft: 85


BOARD OF DIRECTORS

• Mr.Naresh Goyal • Mr. Javed Akhtar


• Mr. Ali Ghandour • Mr. Shah Rukh Khan
• Mr. Iftikar Kadri • Mr. R.P.S Oberoi
• Mr. Charles Adams • Mr. Yash Chopra
• Mr. Aman Mehta
• Mr. Satyan Pitroda
JET AIRWAYS PARTNERSHIPS

• Air Canada
• American Airways
• Brussels Airways
• All Nippon Airways
• Jetlite
• Qantas
• Car rental partners

• Co-Brand card

• Conversion

• Hotel partners
SERVICES
• Check In Options :
Airport Check in
Tele Check in
Web Check in
Kiosks Check in

• Airport Lounges
• Bus Services
• Cuisines
• Entertainment
SPECIAL SERVICES

• Infant and Child Care


• Wheel Chair Assistance
• Unaccompanied Minors
• Medical Emergencies
• Traveling with Animals
• Jet Mobile
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.
ServQual Model

Word of Personal Past


Mouth Needs Experience

External
Expected Communication
Service to Customers
Service
Quality Perceived
Gap Service
Quality
Perceived
Service
Source; Parasuraman.A , New Tools for Measuring Service Quality, University of Miami
21
DIMENSIONS OF SERVQUAL MODEL
(RATER)
• 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.
An empirical study was conducted in 2007on the
Indian airline industry (FSC) using ServQual
model by
B.Venkatesh & R.Nargundkar
(Prof, XIM-B.)

The Findings of which are shown in the next


slide.
FSC Jet Kingfisher Indian
ServQual Airways Airlines Airlines
Dimensions
Rankings Rankings Rankings
Reliability 1 2 3
Assurance 1 2 3
Tangibles 2 1 3
Empathy 1 2 3
Responsiveness 1 2 3
Source: Venkatesh, B & Nargundkar, R, Service Quality Perceptions of
Domestic Airline Consumers in India: An Empirical Study, Journal of
Management, XIM-B, 2007.
SERVICE PROCESS AT JET

• The process of traveling on a airline is divided


into three stages: pre-flight, in- flight and post-
flight experiences.
• Ticket— Check –in—boarding—departure—
flying—arrival—baggage claim
AREAS OF QUALITY
MANAGEMENT
 On time
 Delay information
 Announce delay
 Good in-flight service
 Good in-flight food
 Waiting time for baggage
 Baggage loss
 Compensate baggage loss
 Good ground service
 Refreshments on delay
 Accommodation on delay
 Online booking
 Discounted fare
 Real benefits for frequent fliers
 Maintenance of Aircraft & other Equipments
TQM TECHNIQUES

• 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.
• They also implement KAIZEN techniques to improve
the services of their employees through continuous
training programs.
• The Service Tracker
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
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.
AWARDS

• Jet Airways wins ‘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
• Jet Airways wins the 2008 Galileo Express
Travelworld ‘best domestic full service airline’ award
for the sixth year in a row
• Jet Airways' JetPrivilege wins Top Honours with
Seven Awards at the prestigious Freddie Awards
2007
• Jet Airways wins two awards at the Avaya
GlobalConnect Customer Responsiveness
Awards 2007 ceremony
• Jet Airways wins Double Honour at the 18th
TTG (Travel Trade Gazette) Travel Awards
2007
• Jet Airways wins “Most innovative product
launch” award
Customer Response through Surveys
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
Customer Response through Surveys

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.
THANK YOU

You might also like