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  • Level: GCSE
  • Subject: ICT
  • Word count: 2781

REPORT ON BRITISH AIRWAYS

Extracts from this document...

Introduction

TABLE OF CONTENTS TERMS OF REFERENCE 1 INTRODUCTION 1 ANALYSIS AND DISCUSSION: 2 PLANNING AND PROCESSES 2 PUBLISHED OBJECTIVES 2 MISSION STATEMENT 2 DAY-TO-DAY ACTIVITIES 3 OPERATING PROCEDURES 3 QUALITY 4 BENCHMARKING 4 AWARDS & RECOGNITION 4 TRAINING 5 FEEDBACK 5 RESOURCE MANAGEMENT 5 FACILITIES 5 YIELD MANAGEMENT 6 ICT 6 FINANCIAL 6 TECHNICAL 7 EXTERNAL & INTERNAL RESOURCES 7 CONCLUSION 8 RECOMMENDATIONS 8 REFRENCES 9 BIBLIOGRAPHY 10 TERMS OF REFERENCE To investigate and analyse British Airways operating procedures, how they carry out their day-to-day activities to ensure that operations are running effectively and efficiently. I will also be making recommendations on how British Airways can improve their service operations management. INTRODUCTION With reference to the theory of service operations management, I will be analysing the functions of service operations management of my chosen organisation which is British Airways. "British Airways is the UK's largest international scheduled airline, flying to over 550 destinations. Whether customers are in the air or on the ground, British Airways takes pride in providing a full service experience. (Ayling, 1999). British Airways main operating bases are London Heathrow and London Gatwick. "Our airline operations comprise mainline passenger and cargo services operated from the London airports and services operated by our regional subsidiary, British Airways CitiExpress". (Ayling, 2005). British Airways group consists of British Airways Plc and there are also a number of subsidiary companies such as British Airways Holidays Limited and British Airways Travel Shops Limited. ...read more.

Middle

(Internet site 5). British Airways is also committed to the proposition that where their benchmarking shows that it needs improving, British Airways will ensure that resources are made available to do that, functional and generic benchmarking are now being used at British Airways for process improvement. (Internet site 5). Awards & Recognition British Airways have won many awards and have done a great deal of charity work which they have been recognised for such as: Race for life - British Airways won a cancer research UK race for life award in 2003 for 'outstanding support by a company', this award was given for the outstanding support, commitment and contributions that employees had made over the past ten years. (Internet site 3). The British Airways giving scheme - in 2003/04, 4,500 British Airways current and retired employees contributed �638,624 to charities through the payroll scheme. Change for good - British Airways have raised over �17 million and funded UNICEF programmes in over 50 countries around the world. (Internet site 6). Training The training department at British Airways has supported the Employee Involvement programme by providing coaching for managers on the principles of effective communication. The objective is to give managers the skills and confidence to engage people in understanding British Airways business plan. Mandatory and operational training also takes place to equip employees with the skills to deliver a safe and efficient operation. Feedback Customer satisfaction and the opinion of all the stakeholders is the key to defining British Airways success. ...read more.

Conclusion

(Internet site 3). British Airways value their suppliers ability to provide goods and services to their requirements and British Airways in return commit to paying their suppliers on time. CONCLUSION British Airways is one of the world's successful and largest international airlines which carries passengers and freight all over the world. Their main aim is the safety of their customers and employees. British Airways also values their customers, stakeholders and their employees and their goal is to deliver the highest standard of customer service at every opportunity. RECOMMENDATIONS My recommendations for British Airways to improve their service operations management would be: * For British Airways to manage waste responsibly and efficiently such as start to recycle more as British Airways waste proportion has increased * To be efficient in using fuel and energy as fuel is one of the largest costs of British Airways * For British Airways to work together with other airlines and reduce their congestion on air and on ground as congestion and delays are major problems for British Airways * To reduce the noise impact of aircraft fleets as noise is a major environmental issue for any airline and can be very disruptive for others around and for the community. REFRENCES ANNUAL REPORTS Ayling, Bob., (1999) British Airways Annual Environmental Report Ayling, Bob., (2005) British Airways Annual Environmental Report BOOKS Chambers,stuart. Harland,Christine. Harrison,alan. Johnston,Robert. Slack,Nigel. (1998),Operations management 2nd edition,pitman Graham,anne., (2003), Managing airports an international perspective 2nd edition,butterworth-heinmann INTERNET SITES Internet site 1: http://www.bashares.com/phoenis.zhtml?c=69499&p=irol-factsbook Internet site 2: http://www.jyanet.com/cap/0614eo.htm Internet site 3: www.ba.com/reponsibility Internet site 4: www.britishairways.com/travel/crlocairqual/public/en-gb Internet site 5: http://wwwturtlefiji.com/media/britishair.htm Internet site 6: http://www.fbm.com/cases/dr2.html Internet site 7: http://www.uk.businessobjects.com/pdf/customers/ba. ...read more.

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