TQM OFService Industry

JET AIRWAYSJET 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• Bahrain• Bangkok• Brussels• Colombo• Doha• Dhaka• Dubai• Hong Kong

• Kathmandu• Kuala Lumpur• Kuwait• London• Muscat• New York• San Francisco• Singapore• 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. Ali Ghandour• Mr. Iftikar Kadri• Mr. Charles Adams• Mr. Aman Mehta• Mr. Satyan Pitroda

• Mr. Javed Akhtar• Mr. Shah Rukh Khan• Mr. R.P.S Oberoi• Mr. Yash Chopra

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

ExpectedService

PerceivedService

ServiceQuality

Gap

PerceivedServiceQuality

Word ofMouth

PersonalNeeds

PastExperience

External Communication

to Customers

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.

Source: Venkatesh, B & Nargundkar, R, Service Quality Perceptions of Domestic Airline Consumers in India: An Empirical Study, Journal of

Management, XIM-B, 2007.

FSC

ServQual

Dimensions

Jet

Airways

Rankings

Kingfisher

Airlines

Rankings

Indian

Airlines

Rankings Reliability 1 2 3 Assurance 1 2 3 Tangibles 2 1 3 Empathy 1 2 3Responsiveness 1 2 3

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 timeDelay informationAnnounce delayGood in-flight serviceGood in-flight foodWaiting time for baggageBaggage loss

Compensate baggage lossGood ground serviceRefreshments on delayAccommodation on delayOnline bookingDiscounted fareReal benefits for frequent fliersMaintenance 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