Quality Management: Cathay Pacific Airways
Introduction
Cathay Pacific Airways is an international airline registered and based in Hong Kong, offering scheduled cargo and passenger services to over 80 destinations around the world.
They are deeply committed to Hong Kong, where the Company was founded in 1946. They continue to make substantial investments to develop Hong Kong's aviation industry and enhance Hong Kong's position as a regional transportation hub. In addition to their fleet of aircrafts, these investments include catering, aircraft maintenance and ground handling companies, as well as their corporate headquarters at Hong Kong International Airport; Cathay Pacific and its subsidiaries and associate employ 25,000 staff in Hong Kong. The airline's two major shareholders are both Hong Kong companies listed on the Hong Kong Stock Exchange, as is Cathay Pacific itself.
Cathay Pacific is the major shareholder in AHK Air Hong Kong Limited, an all cargo carrier that offers scheduled services in the Asia region, and is a shareholder in Hong Kong Dragon Airlines Limited.
They are also a founding member of the one world global alliance whose combined network serves over 570 destinations worldwide. Other members of one world are Aer Lingus, American Airlines, British Airways, Finnair, Iberia, LanChile and Qantas.
Quality Management Defined
In a total quality setting, Quality is as determined by the customer and employees produce it. Thus quality of a service is the customer's perception of the degree to which the service meets their expectations
Six-sigma quality is a standard and a philosophy of customer satisfaction. The six-sigma philosophy requires an ongoing audit mechanism that identifies opportunities for improvement and changes in customer expectations.
Emphasize the importance of customer satisfaction. Define a quality goals and objectives and translate these into actual service and service delivery activities. There are some types of goals and objectives need to consider.
-To satisfy
Cathay Pacific Airways is an international airline registered and based in Hong Kong, offering scheduled cargo and passenger services to over 80 destinations around the world.
They are deeply committed to Hong Kong, where the Company was founded in 1946. They continue to make substantial investments to develop Hong Kong's aviation industry and enhance Hong Kong's position as a regional transportation hub. In addition to their fleet of aircrafts, these investments include catering, aircraft maintenance and ground handling companies, as well as their corporate headquarters at Hong Kong International Airport; Cathay Pacific and its subsidiaries and associate employ 25,000 staff in Hong Kong. The airline's two major shareholders are both Hong Kong companies listed on the Hong Kong Stock Exchange, as is Cathay Pacific itself.
Cathay Pacific is the major shareholder in AHK Air Hong Kong Limited, an all cargo carrier that offers scheduled services in the Asia region, and is a shareholder in Hong Kong Dragon Airlines Limited.
They are also a founding member of the one world global alliance whose combined network serves over 570 destinations worldwide. Other members of one world are Aer Lingus, American Airlines, British Airways, Finnair, Iberia, LanChile and Qantas.
Quality Management Defined
In a total quality setting, Quality is as determined by the customer and employees produce it. Thus quality of a service is the customer's perception of the degree to which the service meets their expectations
Six-sigma quality is a standard and a philosophy of customer satisfaction. The six-sigma philosophy requires an ongoing audit mechanism that identifies opportunities for improvement and changes in customer expectations.
Emphasize the importance of customer satisfaction. Define a quality goals and objectives and translate these into actual service and service delivery activities. There are some types of goals and objectives need to consider.
-To satisfy