Quality Management at Two Organizations in the Same Industry

Solution Preview

Quality management in British Airways and Southwest Airlines:

Successful businesses understand the powerful effect that managing quality can have on a business and this is why company's often strive to continually improve and increase their quality standards. This paper seeks to compare and contrast quality management in Southwest Airlines, a United States local airline company, and British Airways, an international airline company.

A process or procedure that is similar between the two organizations:

British Airways and Southwest Airlines are among some of the well known Airlines in the world. These two airlines share a great emphasis on quality of service to its customers and strive to continually improve quality and customer value (Miles & Mangold, 2005; Grugulis & Wilkinson, 2002). They seek to meet a customer define quality through Total Quality management tools which integrates all of the company's operations with the sole aim of improve quality in service delivery at every level of the company. In Southwest Airline, they not only strive to ensure that the costs are low but also ensure effective quality control of the airline schedules, reservations and tickets (Laszlo, 1999). This is also the case with British airlines which differentiate several of its services to meet various customers' needs and integrate various systems within the company to ensure optimum airline schedules with a quick turn around, effective reservations and tickets (Grugulis & Wilkinson, 2002; CDC Corporation, 2006). Both of the company's have also invested heavily on their airline personnel in order to make service quality even higher and make the flight ...