Essays on Etihad Airways - Operations Management Case Study

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The paper 'Etihad Airways - Operations Management" is a perfect example of a management case study. Operations management also referred to as OM is the processes or systems of management that provide services and/or create goods (Stevenson, 2005). Competition within the industry of airlines is powerful and companies ought to make every effort to improve endlessly and to develop their competitive advantages in terms of responsiveness, cost management, and differentiation. With this regard, as the assistant for the OM for Etihad Airways, I will carry out some research about some operational issues in the company and the airline industry as a whole.

In brief, Etihad Airways is regarded as the United Arab Emirates’ flag carrier. The company whose base is in Abu Dhabi was established in July 2003 by the Royal decree (Buyck, 2008). 10 Operational areas & Product and Service Design Goods and services design Design of goods and services entails special features or characteristics of a service or product that is considered a major element in the buying decisions of the consumer in addition to innovation and new services and products’ time-to-market (Reid & Sanders, 2005).

Etihad Airways is significantly devoted to offering guests with an excellent experience of travel both on the ground and inflight (Buyck, 2008). Recently the airline has upgraded several aircraft in Economy Class and Business Class cabins, and its latest First Class suite is currently available on the all three-class plane. It is important that the operation manager carefully chooses which design to create since poor decision implications may possibly resonate all through the functions of operations. Operations managers in addition not only create the latest product designs but also have to create outputs’ strategies that are within different life cycle stages. Managing quality Customers are usually ready to pay extra costs in case they see the service or product has a greater quality compared to that of the rival (Stevenson, 2005).

Safety is considered a central function of the business at Etihad, and safety is regarded as the top priority of the airline. Safety is a fundamental component of the sustainable, effective and efficient provision of air transport business. Etihad Airways has instituted a Safety Management System (SMS), responding to ICAO recommendations, CAR Part X, Civil Aviation Law of the United Arab Emirates, and Federal and Emirate statutory conditions for safety and health, not excluding the Abu Dhabi Health and Safety Regulatory Framework (ADEHSRF) (Kingsley-Jones, 2012).

The airline has a devoted department of safety and quality that serves as the coordinating central area for risk management during total operations. In its very basic sense, quality is satisfying the consumer with services or goods hence it is the operations manager’ s obligation to make sure that awareness of quality is incorporated with every part of the 10 decision areas in OM. Process and capacity The design of process and capacity is taking the designed service/good and making a decision on the most beneficial means to produce it.

The focus of this decision is based on transforming an initiative into real output. However, the process must meet client requirements and simultaneously satisfying specifications of the product with respect to labor and costs (Reid & Sanders, 2005). With regards to Etihad Airways, the airline’ s fleet of sixty-six aircraft operates not less than 1300 flights every week, serving a global network of eighty-seven cargo and passenger destinations in fifty-five countries.

The main business of Etihad is passengers’ air transportation at an international level. Additionally, the airline operates Etihad Cargo, Etihad Holidays, and an international contact center institute as a component of its business group (Kingsley-Jones, 2012). The role of the operational manager is to make aggressive and creative use of the company’ s resources to accommodate every unique need of the customer.


Stevenson, W. J. (2005). Operations management. Boston: McGraw-Hill/Irwin.

Kingsley-Jones, M. (2012). Etihad airways. Airline Business, 28, 8.

Bedi, K. (2006). Quality management. New Delhi: Oxford University.

Shim, J. K. (2009). Strategic business forecasting: Including business forecasting tools and applications. Hawkhurst, Kent: Global Professional Pub.

Reid, R. D., & Sanders, N. R. (2005). Operations management: An integrated approach. Hoboken, N.J: John Wiley.

Jacobs, F. R., Chase, R. B., & Lummus, R. R. (2011). Operations and supply chain management. New York: McGraw-Hill Irwin.

Buyck, C. (2008). Etihad's Global Ambitions - Abu Dhabi's airline has borrowed Emirates' business model and hopes for similar success. Air Transport World, 45, 4, 42.

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