Garuda Indonesia Airline Essay

6507 words - 26 pages

Executive SummaryThis report presents findings on the operational aspect of Garuda Indonesia Airline in Brisbane. It aims to evaluate the effectiveness of Brisbane operations in relation to the fulfilment of the organisational objectives. Aspects of operation were identified and analysed, and contrasted to the organisation strategy as a whole. Interviews with the General Manager and visit to the airport were conducted to collect primary information, and to gain knowledge about the nature of the operationOperational issues were identified, and classified in accordance to its impact to the organisational objective (i.e. Revenue growth and cost reduction). Upon the analysis, the underlying operational issues evolve around the quality of the outsourced activities and the level of customers' satisfaction. Pertaining to the issue, recommendations were given as to improve the performance of the outsourced activities, by means of identifying the cause of the problems. These include the implementation of Total Quality Control, internal service quality measures, effective communication, quality control for continuous improvement, and benchmarking.This report concludes that although most of Garuda's customers contact operation activities are outsourced to qualified companies, it has to put sufficient control to ensure they are performing at the expected level of quality. It is vital because the front-line contact employees are important elements in the service delivery process that are capable of building customers' perception about the service.Table of ContentsExecutive Summary 1Table of Contents 21. Introduction 31.1 COMPANY BACKGROUND 31.2 OPERATIONAL STRATEGY AND COMPETITIVE ADVANTAGES 41.3 GARUDA OPERATIONS IN BRISBANE 52. Analysis of Garuda Operational activities 62.1 PROCESS AND OPERATIONS 62.1.1 The Airline General Operation 62.1.2 Fleet Assignment 92.1.3 Outsourcing activities 92.1.4 Scheduling 122.1.5 Scheduling limitation 132.2 QUALITY MANAGEMENT 142.2.1 Defining Quality and Quality Management 142.2.2 Quality Management in Garuda 152.2.4 Quality Control with Outsourcing 162.2.5 Measuring customers satisfaction 173. Key issues 184. Recommendation & Implementation 244.1 INTERNAL SERVICE QUALITY 244.2 COMMUNICATE DESIRED QUALITY STANDARD AND REGULATION CHANGES 274.3 QUALITY CONTROL TOOLS 274.4 BENCHMARKING 284.5 SIX SIGMA QUALITY 296. Conclusion 337. References 341. Introduction1.1 Company BackgroundGaruda Indonesia Airline is the national carrier of Indonesia which is 100 precent owned by the Indonesian government. The airline commands over 50 percent of the Indonesian domestic market and, as it expands its range of customer services and code-share agreements with other airlines, it has become a significant player in international market.Garuda now has a fleet of approximately 60 aircrafts offering service to 30 domestic and 24 international destinations. Garuda ships about 200,000 tons of cargo a month and operates a computerized tracking...

Find Another Essay On Garuda Indonesia Airline

Paper About Travel Agency In Indonesia. It Includes Travel Services, Pilgrimages To Mecca Services, Travel Agents, And Tourist Guides

7495 words - 30 pages , tourism attractions, etc. This software will be able to help those travel agents and bureaus to increase their income, by preparing the right kind of tour packages for overseas tourists, based on the data provided.In addition, industry operators are also using the Computerised Reserved System (CRS). CRS is provided by PT Abacus Indonesia, which in turn is jointly owned by Garuda Indonesia (5%) and Abacus Singapore (95%). It provides information on

When the Bubble Burst Essay

1539 words - 6 pages By the time I arrived state side from my second tour in the Middle East the housing bubble had already burst. I noticed a drastic change in the way that many of my friends and family were living. Several of my friends that worked in real estate had sold their boats and seconds houses. My own stock portfolio had lost a third of its value. My sister and her husband had defaulted on their home mortgage leaving them scrambling for a place to live. I

phase diagram

4456 words - 18 pages Introduction: Chemical equilibrium is a crucial topic in Chemistry. To represent and model equilibrium, the thermodynamic concept of Free energy is usually used. For a multi-component system the Gibbs free energy is a function of Pressure, Temperature and quantity (mass, moles) of each component. If one of these parameters is changed, a state change to a more energetically favorable state will occur. This state has the lowest free energy

Revolutionary Work of Art

1890 words - 8 pages Walter Benjamin emphasizes in his essay, “The Work of Art in the Age of its Technological Reproducibility” that technology used to make an artwork has changed the way it was received, and its “aura”. Aura represents the originality and authenticity of a work of art that has not been reproduced. The Sistine Chapel in the Vatican is an example of a work that has been and truly a beacon of art. It has brought a benefit and enlightenment to the art

Enlightenment Thought in New Zealand Schools

1594 words - 6 pages In this essay I will be looking at how the political and intellectual ideas of the enlightenment have shaped New Zealand Education. I will also be discussing the perennial tension of local control versus central control of education, and how this has been affected by the political and intellectual ideas of the enlightenment. The enlightenment was an intellectual movement, which beginnings of were marked by the Glorious Revolution in Britain

Psychological Egoism Theory

2240 words - 9 pages The theory of psychological egoism is indeed plausible. The meaning of plausible in the context of this paper refers to the validity or the conceivability of the theory in question, to explain the nature and motivation of human behavior (Hinman, 2007). Human actions are motivated by the satisfaction obtained after completing a task that they are involved in. For example, Mother Teresa was satisfied by her benevolent actions and

How Celtic Folkore has Influenced My Family

1587 words - 6 pages Every family has a unique background that influences the way they live and interact with other people. My parents, who emigrated from Ireland to the States with my three brothers in 1989, brought over their own Celtic folklore and traditions that have helped shaped the way our family operates and lives. One aspect of folklore that has helped shape my family dynamic is the Celtic cross—both its background and what role it has played in our lives

Julia Margaret Cameron

1406 words - 6 pages At a time when women were looked upon as being homemakers, wives, mothers and such the late 1850's presented a change in pace for one woman in specific. Photography was discovered in 1826 and soon after the phenomenon of photography was being experimented with and in turn brought new and different ways of photo taking not only as documenting real time, but also conceptualizing a scene in which an image would be taken. Julia Margaret Cameron will

Evaluation of School Improvement

1403 words - 6 pages The evaluation process should be progressive to incorporate overall planning, implement changes, which contribute to success. In order to focus on school climate and norms, the evaluation design must include the students, instructions, and outcomes to improve communication and building-level concerns to be address in this response. School Climate and Social Norms The school principal, other staff leaders, and personnel set the tone and the

Case Study: The Benefits of Animal Testing

1757 words - 7 pages Nine year old Amy has already had a rough start in life. She was born with an abnormal heart that hinders her everyday activities. Amy is unable to keep up with kids her own age because she often tires out easily. As a consequence, she has very little friends and is often alone. Amy is forced to take different medications everyday just to survive. Amy’s life consists of medicine, doctors, and constant hospital visits. However, Amy is due for a

Myth and Magic: Realism in "One Hundred Years of Solitude"

1531 words - 6 pages “He enjoyed his grandmother's unique way of telling stories. No matter how fantastic or improbable her statements, she always delivered them as if they were the irrefutable truth” (Wikipedia, 2011). Experiences are particular instances of one personally encountering or undergoing something and in these moments of time life changes for the best or the worst and memories are formed. These recollections such as riding your first bicycle, going to

Similar Essays

The Cause Of Financial Distress In Airlines Industry

1539 words - 7 pages industry with specific reference to MAS, AirAsia, Air Canada, Australia Qantas Airline, Garuda Indonesia, Jet Airways, Korean Air, Singapore Airlines, Thai Airways, British Airways, Kingfisher Airlines, SpiceJet, American Airlines, Alaska Airlines, Continental Air Lines, Delta Air Lines, America West Airlines, Northwest Airlines, US Airways, Southwest Airlines, United Air Lines, Lao Central Airlines, Lion Mentari Airlines, Merpati Nusantara Airlines

The Cause Of Financial Distress In Airlines Industry

1496 words - 6 pages industry with specific reference to MAS, AirAsia, Air Canada, Australia Qantas Airline, Garuda Indonesia, Jet Airways, Korean Air, Singapore Airlines, Thai Airways, British Airways, Kingfisher Airlines, SpiceJet, American Airlines, Alaska Airlines, Continental Air Lines, Delta Air Lines, America West Airlines, Northwest Airlines, US Airways, Southwest Airlines, United Air Lines, Lao Central Airlines, Lion Mentari Airlines, Merpati Nusantara Airlines

Assignment 2

1121 words - 5 pages competitors to the company? The major competitors in the aviation industry are Emirates, Qatar Airways, ANA All Nippon Airways, Asiana Airlines Cathay Pacific Airways, Etihad Airways, Garuda Indonesia, Turkish Airlines, Qantas Airway and other operating airlines in the world. Works Cited - - -

New Zealand Aviation Essay

2449 words - 10 pages 21, 2001 as a result of the recession of tourism. Today Auckland, the main international gateway, has direct services with Pacific nations and Europe and connections to all major countries. As well as Air NZ, other airlines with services through Auckland are Qantas, British Airways, Cathay Pacific, United Airlines, Korean Air, Japan Airlines, Singapore Airlines, Aerolineas Argentinas, Air Pacific, Air Caledonie, Garuda Indonesia, Mandarin