A cross-functional team for a midsized airline has examined the key findings of

Question

A cross-functional team for a midsized airline has examined the key findings of a customer satisfaction survey, which was conducted by a trade association for airlines. The survey results indicate that customers are dissatisfied in three areas: 1) the cost of airline tickets; 2) excessive wait time (including telephone reservations, check-in lines, flight delays); and 3) lost or misdirected baggage. The team also gathered data from internal customer service records, analyzed the data in relation to the trade association survey results, and developed a proposed process improvement initiative focusing on the baggage routing errors. The quality manager has taken the team’s proposal to the executive committee (EC) for approval to implement.

The EC reviews the proposal, along with a summary report of the trade association survey, and tells the quality manager that they want to see all three key findings addressed in a companywide process improvement initiative. The EC will support this larger initiative by assigning staff as needed from various affected departments to any teams the quality manager thinks should be formed, but the quality manager will be responsible for leading and coordinating the effort.

Describe how the quality manager should respond to the EC, including the roles the EC and the quality manager will have, as well as potential obstacles to the initiative and appropriate strategies for overcoming those obstacles

Comprehensive Answer is required please.

Explanation / Answer

The Quality manager took the initiative to reduce the waiting time for flight, telephone reservations and check in lines. Quality manager try to introduce different ERP software to reduce the waiting time of the customers and respond to the customer as soon as possible. Quality manager also took initiative to improve the luggage system of the airlines. He assigned the responsibility to the employees to deliver the luggage within fixed time otherwise they will face action. He also tries to put the rate of the ticket as per market, so they can compete to the other airlines. He gave his recommendation to the executive commission for the approval.

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