This essay examines the operation management system of Emirates airlines. It focuses on a number of criteria that should be met in order to create the most customer satisfaction possible. Additionally, the author analyses how the four stages model of Hayes and Wheel is used by Emirates.
Table of Contents
- 1. Introduction
- 1.1 Overall Process of Operations at Emirates
- 2. Order Winners and Order Qualifiers
- 2.1 How Objectives of Operations are achieved by Emirates Airline
- 2.1.1 Cost
- 2.1.2 Quality
- 2.1.3 Flexibility
- 2.1.4 Speed
- 2.1.5 Dependability Element
- 3. The Competitive Edge of Company against its Competitors
- 4. How Emirates achieved maximum satisfaction of customers
- 4.1 Flight delays
- 4.2 Effective baggage-handling system
- 4.3 Guidance to customers in case of any delay
- 4.4 Efficient System for Information
- 5. How the Four Stage Model of Hayes & Wheel is incorporated by Emirates for its Operations
- 5.1 Internal Neutrality
- 5.2 External neutrality
- 5.3 Internal support
- 5.4 External support
- 6. Recommendations
Objectives and Key Themes
This report aims to analyze Emirates Airline's operation management system, focusing on its success factors and customer satisfaction strategies. The analysis examines how Emirates achieves its operational objectives and maintains a competitive edge within the airline industry.
- Operational Excellence and Efficiency
- Customer Satisfaction and Service Quality
- Competitive Advantage and Market Leadership
- Application of Operations Management Models
- Order Winning and Order Qualifying Strategies
Chapter Summaries
1. Introduction: This chapter introduces Emirates Airline, highlighting its rapid growth and success in a competitive market. It discusses the airline's origins in the UAE, its significant investment, and its ambition to become a global leader in the airline industry. The chapter emphasizes Emirates' commitment to exceptional customer service and its achievement of numerous awards, showcasing its operational excellence and commitment to quality. It also briefly mentions the importance of its partnership with DNATA, a significant air service provider.
2. Order Winners and Order Qualifiers: This chapter delves into the concepts of order winners and order qualifiers, crucial elements in achieving customer satisfaction and competitive advantage. It explains how Emirates utilizes these principles by focusing on five key performance objectives: cost, quality, flexibility, speed, and dependability. The chapter particularly emphasizes Emirates' prioritization of quality, illustrating its commitment to providing superior customer experiences through various services, such as in-flight entertainment and internet access, differentiating it from competitors.
3. The Competitive Edge of Company against its Competitors: [This chapter is missing from the provided text and cannot be summarized.]
4. How Emirates achieved maximum satisfaction of customers: This chapter focuses on Emirates' strategies for maximizing customer satisfaction. It explores various aspects of the customer experience, including measures taken to mitigate flight delays, enhance baggage handling, provide timely guidance during disruptions, and maintain an efficient information system. By detailing these specific approaches, the chapter highlights Emirates' dedication to providing a seamless and positive journey for its passengers.
5. How the Four Stage Model of Hayes & Wheel is incorporated by Emirates for its Operations: This chapter analyzes how Emirates integrates the four-stage model of Hayes & Wheel into its operations. It examines the airline's strategies within each stage—internal neutrality, external neutrality, internal support, and external support—showing how these stages contribute to the overall efficiency and effectiveness of the company's operations. The analysis provides insights into the strategic decision-making process within Emirates and how its operational structure aligns with this model.
6. Recommendations: [This chapter is missing from the provided text and cannot be summarized.]
Keywords
Emirates Airline, operations management, customer satisfaction, competitive advantage, order winners, order qualifiers, quality, speed, dependability, cost, flexibility, Hayes & Wheel model, airline industry, operational efficiency.
Emirates Airline Operations Management: Frequently Asked Questions
What is the overall purpose of this report?
This report analyzes Emirates Airline's operations management system, focusing on its success factors and strategies for achieving high customer satisfaction. It examines how Emirates achieves its operational objectives and maintains a competitive edge in the airline industry.
What topics are covered in the report's table of contents?
The report covers an introduction to Emirates Airline, an examination of order winners and qualifiers, an analysis of Emirates' competitive advantage, a detailed look at how Emirates maximizes customer satisfaction, an analysis of how Emirates incorporates the Hayes & Wheel four-stage model, and concluding recommendations (although the latter two are incomplete in the provided text).
What are the key themes explored in the report?
The key themes include operational excellence and efficiency, customer satisfaction and service quality, competitive advantage and market leadership, the application of operations management models, and order-winning and order-qualifying strategies.
How does Emirates achieve its operational objectives?
Emirates achieves its objectives by focusing on five key performance areas: cost, quality, flexibility, speed, and dependability. The report emphasizes the importance of quality in achieving customer satisfaction and differentiation from competitors.
What are some specific strategies Emirates uses to maximize customer satisfaction?
Emirates employs strategies to mitigate flight delays, improve baggage handling, provide timely guidance to customers during disruptions, and maintain an efficient information system. These contribute to a seamless and positive passenger experience.
How does Emirates incorporate the Hayes & Wheel four-stage model into its operations?
The report analyzes how Emirates' operations align with the four stages of the Hayes & Wheel model: internal neutrality, external neutrality, internal support, and external support. This analysis sheds light on Emirates' strategic decision-making and operational structure.
What are the key performance indicators (KPIs) discussed in relation to Emirates' operations?
The KPIs discussed are cost, quality, flexibility, speed, and dependability. These are crucial elements for achieving customer satisfaction and competitive advantage.
What is the significance of order winners and order qualifiers in the context of Emirates?
Order winners and order qualifiers are essential for achieving customer satisfaction and competitive advantage. Emirates uses these principles to define its key performance objectives and prioritize its strategies.
What aspects of the customer journey are highlighted in the report regarding Emirates?
The report highlights aspects such as flight delays, baggage handling, customer guidance during delays, and efficient information systems as key elements of the customer experience.
What is missing from the provided text?
The provided text is missing the complete chapters on "The Competitive Edge of Company against its Competitors" and "Recommendations."
What keywords describe the report's content?
Keywords include Emirates Airline, operations management, customer satisfaction, competitive advantage, order winners, order qualifiers, quality, speed, dependability, cost, flexibility, Hayes & Wheel model, airline industry, and operational efficiency.
- Quote paper
- Muhammad Naeem (Author), 2014, An Analysis of the Emirates Airline Operation Management System, Munich, GRIN Verlag, https://www.grin.com/document/307555
