Quality Management Systems and Approaches

Title: Eight Dimensions of Quality: Etihad Airways

Outline:

1. Executive Summary
2. Introduction
3. Objectives
4. Critical Observations
5. The Eight Dimensions

“How do the eight dimensions contribute to the overall total effort of Etihad Airways in achieving the highest quality levels in the delivery of its products and services”

• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Perceived Quality

6. Analysis
7. Recommendations
8. Applications of Theories
9. Justification of the contribution of this study
10. Conclusion
11. Appendices
12. References

Text Book

1. Thomas Foster (2017). Managing Quality: Integrating the Supply Chain, Pearson

Report Instructions:

• Using the paper “Competing on the eight dimensions of quality’ by David A. Garvin, critically evaluate the eight dimensions of quality in relation to Etihad Airways.
• How do the eight dimensions contribute to the overall total effort of the business in achieving the highest quality levels in the delivery of its products and services?
• You are required to conduct an in-depth study of the eight dimensions of quality proposed by Garvin, and draw conclusions from your findings.
• You are required to provide a rational basis for your answer, detailing the implications of these deductions for the company, their operations and the way they need to be structured.
• Identify your standpoint and research literature to support your view.
• Use the tools and frameworks you have been taught or read about, to describe the key quality issues. You may wish to consider tools and current quality management practices included in the course in commenting on the appropriateness and effectiveness of the company’s operations.
• Justify the contribution of your study to the contemporary quality and operations management body of knowledge and practice.
• You should be able to use the appropriate models, apply them in a meaningful way to ask suitable questions, get useful answers that you can analyze, discuss the situation existing in the company and why it exists as it does, and make a critical evaluation.
• This is coupled with the balance between description and analysis. Some of the former are necessary, but it is the latter that is vital. This demonstrates your understanding and particularly your ability to apply the theory and derive useful practical results, and understanding. It is these analytical aspects which represent the higher levels of learning that can be used as transferable skills valued by both academia and employers.

Note

1. Identify key elements and points used from the chapters to justify your answers and put it as comments.
2. Identify subheaders for each main elements mentioned in the outline (This part will be using your own judgment an consider the parts you will be including as we need to keep the word count within the specified number for this order)

Your terms of reference:

• What do the ‘dimensions of quality’ mean, – why, and what are the implications of these for the company, its operations and the way they need to be structured.
• Use the tools and frameworks you have been taught or read about, to describe the key quality issues facing its managers.
• Appraise any tools and techniques that might be helpful in improving the quality of its outputs and suggest how they could be applied.

• What are the priority quality issues for the company, why, and what are the implications of these for the company, its operations and the way they need to be structured?
• What does ‘quality dimension’ mean in the company?
• Use the tools and frameworks you have been taught or read about, to describe the key quality issues facing the company managers
• Use these tools and current quality management practices to comment on the appropriateness and effectiveness of the company’s quality awareness
• The tools and techniques that might be helpful in improving the quality of its outputs and suggest how they could be applied.

Course Learning Outcomes (CLOs) :

1. Demonstrate an advanced knowledge of quality management systems principles and methods.
2. Appraise and critically evaluate any risks, costs,and benefits to an organization of applying quality management systems
3. Interpret and evaluate the latest research and alternative viewpoints to utilizing quality management systems
4. Evaluate and appraise a wide range of approaches to the audit of programs to given standards
5. Synthesize and comment critically on a body of research related to quality management systems and approaches.