Page 118 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Unit 5: Quality Management

on the other hand, are powerful tools to impress the passengers with, to make them feel Notes
special, to recognize and treat them as individuals.
Standards do not only impact customer satisfaction, but also establish a common language.
They also provide a sense of purpose and improve teamwork. These are some of the
elements required to develop a strong service oriented culture. To close the gaps, Jet
Airways uses the model developed by Prof. A. Parasuraman:
1. Gap 1: Management perceptions and customer expectations.
2. Gap 2: Management perceptions and service quality specifications.
3. Gap 3: Service specifications and service delivery.
4. Gap 4: Service delivery and external communications to customers.

5. Gap 5: Perceived and expected service.
Using this model, the management team is now in a position to look at the linkages as
well as the overall impact. Many of the solutions were identified as being cross-functional
and the respective teams have since based their action plans on this.
Jet Airways encouraged the spirit of innovation. Some innovative features that they offer
are:
1. City check-in,
2. Through check-in,
3. Jet mobile,
4. Jet mall.
Their frequent flyer program has crossed the 100,000 mark and is presently close to the
200,000 mark, an affirmation that a large number of air travelers prefer to fly with them.
The on-time performance of any airline is normally the yardstick by which the operational
efficiency and reliability of the airline is measured. It is an area that Jet has placed great
emphasis on. The on-time performance is continuously monitored. Every delay is analyzed
and corrective action is taken to prevent reoccurrences.
Jet Airways feels an airline’s most precious selling point is safety. It takes priority over
every other concern. Safety is the bedrock on which any airline is built. They have, therefore,
invested in one of the most modern fleets in the world. The average age of their aircraft is
less than three years. The engineering and maintenance department has recently
commenced with an ISO 9002 certification program, which they are confident they will get
by next year.

Training

Although they have achieved major milestones in service, they still believe there is always
room for improvement. No airline will continue to grow without due emphasis on training.
They have therefore placed training under the guidance of a general manager, who has an
excellent track record in airline operations in India and the Gulf. He and his team of
dedicated trainers are responsible for corporate training program, especially management
development, as well as line training.
The hard or physical product at Jet Airways has been developed to ensure efficiency and to
provide the customer with tangible evidence of quality. The product in business class or
Club Premiere reflects a sense of sophistication without being ostentatious. They pay
much attention to the economy product and service, and strive to exceed the normal ‘value
Contd...

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