QUALITY MANAGEMENT PROJECT
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
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:
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
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 luggage in a secure van to check it in the airport. 4- Several fair packages serving diverse customer demands.
5- Enable customers to book other related inquiries such as booking a car, a hotel 6- The website covers all the needed information from getting airport directions to inflight exercises. 7- Enable customers to exchange their money at different locations. 8- Cleanness and neatness of the airplanes.
9- Hip and trendy design for the logo.
10- Brand recognition.
11- Exceptional customer service such as personally calling customers before the flight time to check if they're in need for help. 12- Involving customers in their objective which is “to grow a profitable airline, that people love to fly and where people love to work”. 13- Efficient customer complaints procedure even for non travelers. 14- Efficient baggage claims procedure even in incidents occurrence
* What are the heads of Virgin's product design?
Virgin has three product heads which are the economy's and Premium Economy's classes design, the Upper Class and a head for Clubhouses.
* What kind of structure does the organization apply?
The organization has a flat structure.
* What gave Virgin's design a level of respect within the organization? Virgin's design was granted respect by building relationships and communicating the value of design in the organization.
* What is the benefit from the service design?
The benefit is to ensure that the new designs of virgin's services are improving and increasing customer's satisfaction.
*How does Virgin maintain a low staff turnover even though their promotions are limited? Virgin maintains a low staff turnover in their design by keeping employees motivated and satisfied. The organization assures this result by educating their design employees, involving them in training programs, applying a cross-functional share of ideas and teamwork.
* What are the incentives of applying team works?
Teamwork grants designers with the...
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