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Quality management virgin atlantic

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Quality management virgin atlantic

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  • May 3, 2014
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QUALITY MANAGEMENT PROJECT
VIRGIN ATLANTIC

Sarah Naji 201012
Nour AL Rammah 201012096
Arije ALSalmi ….. 20

TABLE OF CONTENTS:

# COMPANY OVERVIEW
# CONSUMER BENEFIT PACKAGE (Tangibles and intangibles)
# ANALYSIS OF THE CASE STUDY
# PROBLEMS AND RECOMMENDATIONS
# CONCLUSIONS
# REFERENCES

Company overview:

Since it was founded in 1984, Virgin Atlantic Airways has become Britain’s second largest carrier serving the world’s major cities. Now based at both London’s Gatwick and Heathrow airports, it operates long haul services to thirty destinations worldwide as far apart as Las Vegas and Shanghai. Virgin Atlantic has enjoyed huge popularity, winning top business, consumer and trade awards from around the world. The airline has pioneered a range of innovations setting new standards of service, which its competitors have subsequently sought to follow. Despite Virgin Atlantic’s growth the service still remains customer driven with an emphasis on value for money, quality, fun and innovation. Virgin Atlantic had carried around 53m passengers since it began operations and now employs almost 9000 people worldwide.

ANALYSIS OF THE CASE STUDY:

The Customer benefit package from Virgin airlines:

The Tangibles:

1-Comfortable seats
2- Fairly spacious lounge for business and first class passengers 3- Overall tasty and exceptional option of food and beverages is served 4- Comfortable and cheerful atmosphere in the airplane.
5- Reasonable pricing for the guaranteed service
6- Well-organized design selection for the inside of the plane such as the separate seat and bed idea

The Intangibles:
1- Caring and friendly flight attendants.
2-In flight Internet connection.
3-Highly advanced website with several checking choices such as the Check in, chill out in the Caribbean which allow customers to relax in their hotel. As the staff deliver the boarding passband, they take the...
QUALITY MANAGEMENT PROJECT
VIRGIN ATLANTIC
Sarah Naji 201012
Nour AL Rammah 201012096
Arije ALSalmi ….. 20