Garuda Indonesia - Operation Management
Table of Contents -------------------------------------------------
1. Introduction
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2. Corporate strategy
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3. Operations strategy
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3.1 Cost
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3.2 Quality
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3.3 Delivery speed
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3.4 Delivery reliability
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3.5 Demand management
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3.6 Innovation
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4. Service Delivery System
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4.1 Design of service delivery system
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4.2 Service blueprint
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4.3 Evaluation of service delivery system
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5. Proposal for operational improvements
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5.1 Total quality management (TQM)
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5.2 Six sigma
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6. Conclusion
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References
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1. Introduction Garuda Indonesia is the first and largest carrier in Indonesia, Flying more than 49 domestic and international destinations throughout Southeast Asia, East Asia, the Middle East, Europe and Australia. It has a total fleet of 48 aircrafts. Having the head office at the Soekarno-Hatta International Airport in Tangerang,
1. Introduction
-------------------------------------------------
2. Corporate strategy
-------------------------------------------------
3. Operations strategy
-------------------------------------------------
3.1 Cost
-------------------------------------------------
3.2 Quality
-------------------------------------------------
3.3 Delivery speed
-------------------------------------------------
3.4 Delivery reliability
-------------------------------------------------
3.5 Demand management
-------------------------------------------------
3.6 Innovation
-------------------------------------------------
4. Service Delivery System
-------------------------------------------------
4.1 Design of service delivery system
-------------------------------------------------
4.2 Service blueprint
-------------------------------------------------
4.3 Evaluation of service delivery system
-------------------------------------------------
5. Proposal for operational improvements
-------------------------------------------------
5.1 Total quality management (TQM)
-------------------------------------------------
5.2 Six sigma
-------------------------------------------------
6. Conclusion
-------------------------------------------------
References
-------------------------------------------------
1. Introduction Garuda Indonesia is the first and largest carrier in Indonesia, Flying more than 49 domestic and international destinations throughout Southeast Asia, East Asia, the Middle East, Europe and Australia. It has a total fleet of 48 aircrafts. Having the head office at the Soekarno-Hatta International Airport in Tangerang,
References: Kanji, G.K. (1990), “Total quality management: the second industrial revolution”, Total Quality Management, vol. 1. Lewis, G., Morkel, A., & Hubbard, G., (1993), Australian Strategic Management: Concepts, Context, and Cases; Qantas Airways Ltd, Prentice Hall, Sydney, Moreno-Luzon, M.D