Implementation of Quality Management Practices by Saudi Arabian Airlines - Case Study Example

The paper "Implementation of Quality Management Practices by Saudi Arabian Airlines " is a good example of a management case study. In today’s highly competitive business environment every business must maintain high levels of quality to remain relevant in its industry segment. In the opinion of Porter (2008, p .6) there are several ways that businesses can gain and retain a competitive advantage over rivals. Offering superior quality products and services is one way of gaining and retaining competitive advantage over rivals. Quality, especially in the service industry, ensures a company of customer loyalty and good positive image.

This paper proposes the implementation of quality management practices by Saudi Arabian Airlines to transform its operations. This paper starts by outlining the 8 fundamental concepts of EFQM which are a useful framework for implementing TQM in business. Secondly, the essay brings to light the pertinent quality problems that are affecting Saudi Arabian Airlines service delivery. Thirdly, the essay discusses the strategies that Saudi Arabian Airlines can use to manage their employees to become partners in improving service delivery. In the fourth section, the paper brings to light the important role leadership and teamwork play in transforming organizations through quality management. In the fifth section, the paper dwells on supply chain management practises as a means of ensuring the organization's final products are of the right quality. Continuous improvement through Kaizen as part of the development of a quality improvement culture is discussed in one of the papers closing sections. In the final section, the essay also mentions why it is important for Saudi Arabian airlines to have a risk management strategy in place. The paper finally concludes that Saudi Arabian airlines can overcome service quality problems by implementing total quality management practices guided by the EFQM framework.

Discussion

Results Orientation, Customer focus and inspirational and visionary leadership are among the 8 Fundamental Concepts of Excellence. Result orientation is a concept that aims to produce excellent outputs that delight all organizational stakeholders (European Foundation for Quality Management [EFQM), n.d). While customer focus is a concept aimed at providing superior services to customers and thus making them sustainable customers (EFQM, n.d). Thirdly, inspirational and visionary leadership a concept of excellence is concerned with providing inspiration and direction for followers. This leadership should consistently guide others towards the organization’s purpose (EFQM, n.d). Leaders in an organization should always set and steer the organization in a clear direction. By being clear about the organization’s direction other leaders and followers are inspired (Garcia-Bernal and Ramirez-Aleson 2010, p 364). It rests on leaders to put in place a good culture, values, ethics and governance structure that is unique and appeals to stakeholders.

The Management by Processes and Facts is also among the concepts of excellence that refer to the use of interdependent and interrelated facts, processes and systems to manage the organization (EFQM, n.d). It should enable the systematic implementation of policies, strategies, plans and objectives. The concept benefits the organization and contributes to a competitive advantage in a number of ways (EFQM, n.d). First, products and services and another organizational goal can be delivered more efficiently and effectively. Secondly, decisions are more realistic and consequently more effective. Finally, stakeholders are more confident and involved in organizational decision making.