Airline's Quality Customer Service: Goals & Objectives - Essay Sample

Introduction

Through the airline's goals which are a dedication to the highest quality of the customer service delivered with a sense of warmth, company spirit, individual pride, and friendship. There are some specific objectives of the categories in the balanced scorecard. These objectives include; in the employee growth and learning there is the giving of support to the ground crew. The organization has a goal of making sure that the ground crew becomes the stakeholders and are well trained in the work they handle. Moreover, the organization has a target that is set in different percentages on how they will make sure that the ground crew is well trained me each year and after the term. The organization also have an objective of making sure that all the ground crew employees have the power and got the ownership plan in the organization.

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Secondly, in the internal process, the organization has also made some objectives that affect the growth of the organization. Some of the objectives are; improving the time taken in all the process in the organization and completing them in time or before the expected time. It wants to makes sure that the performance of the services on the ground time and departure time is improved. Moreover, there is a target that they set on how they want to improve these services which is by 25 minutes on-time services. That is 93% services improvement of all the process in the organization. When the organization gets the power of using the time they got effectively, they will be in a position of submitting all their programs in time.

Thirdly in the customer satisfaction balance scorecard, the organization have other objectives which are on the improvement on the services to the customers. Some of the objectives set by the organization include; increasing the number of customers served, lowering the prices of the flights to a sensible amount that is fair to the customers and making sure that the customers arrive at their destination at the expected time. They want to make sure that the customers are satisfied with their services by 98% feedback. Moreover, they have a target of making their airline is the top among others in terms of the services to the customers. Quality management is another objective that the organization is longing for, as it wants to receive positive feedback from their customers. The organization also wants to make sure that it is loyal to all its customers, this is by giving the customers one of the best services.

Finally, the regional airline has another objective on the balance scorecard of financial issues of the organization (Cardinaels & Veen-Dirks, 2010). Some of the objectives it has been on increasing the profits it makes each year by 25%. Secondly, it has a 20% target on the seat revenues of each year, this is an increase in the seat revenue of the organization. Lastly, the organization wants to lower the plane lease cost by 5% per year. However, it wants to standardize they plane to the best quality possible that attracts many customers. Moreover, the organization is planning on making all the routes fast and easy to access.

Some objectives relate according to the airline's balanced scorecard. This objective work all together to make the organization better. Some of the objectives include; the organization wants to lower the prices of flight to a certain percentage. On the other hand, the organization is planning on increasing the profits they acquire. For all this to be a success the organization plans on lowering the lease cost of their planes and standardizing their planes to attract many customers who will eventually bring high profits to the organization.

For the project to become a success, there are some performance measures in each balanced scorecard that will assist. Some of the performance measures include; the organization is planning on giving support to all its crew members. Secondly, it is planning on improving the time used on departure. Thirdly, it is planning on reducing the prices of their flights to a certain percentage. Finally, lowering the costs of leasing their planes.

Each performance measure has its target and a way to check if it has already reached what it is expected of it. When the organization gives support to its crew members, it wants them to become part of the stockholders. This will be successful when all the crew attains some shares from the organization. Secondly, when the organization plans to improve the time of departure by 25 minutes, this will be noted to be effective when the customers reach their destination early enough. Thirdly the organization wants to attract more customers when it reduces the price of its flights. The performance measure will be reached when the number of customers increases effectively (Faruqui & Palmer, 2011). Finally, the organization targets on lowering the price of leasing their planes. This measure will be noted to be a success when the profits of the organization increases.

Conclusion

However, there are some activities and initiatives that will contribute to the organization attaining its targets. Some of them are; giving customers the best services, increasing the seat revenue and making the flights punctual. When all these actions and initiatives are practiced the organization will attain its target and eventually become successful.

References

Cardinaels, E., & van Veen-Dirks, P. M. (2010). Financial versus non-financial information: The impact of information organization and presentation in a Balanced Scorecard. Accounting, Organizations and Society, 35(6), 565-578. Retrieved from https://www.sciencedirect.com/science/article/pii/S0361368210000474

Faruqui, A., & Palmer, J. (2011). Dynamic pricing and its discontents. Regulation, 34, 16. Retrieved from https://heinonline.org/HOL/LandingPage?handle=hein.journals/rcatorbg34&div=30&id=&page=