ASSIGNMENT INSTRUCTIONS

MOD006059 Managing Quality in Hospitality, Tourism and Events

WRITING YOUR ASSIGNMENT:

• This assignment must be completed individually.
• You must use the Harvard referencing system.
• Your work must indicate the number of words you have used. Written assignments must not exceed the specified maximum number of words. When a written assignment is marked, the excessive use of words beyond the word limit is reflected in the academic judgement of the piece of work which results in a lower mark being awarded for the piece of work (regulation 6.74).
• Assignment submissions are to be made anonymously. Do not write your name anywhere on your work.
• Write your student ID number at the top of every page.
• Where the assignment comprises more than one task, all tasks must be submitted in a single document.
• You must number all pages. Identify and describe the concept of quality management

SUBMITTING YOUR ASSIGNMENT:

In order to achieve full marks, you must submit your work before the deadline. Work that is submitted late – up to five working days after the published submission deadline - will be accepted and marked. However, the element of the module’s assessment to which the work contributes will be capped with a maximum mark of 40%.

Work cannot be submitted if the period of 5 working days after the deadline has passed (unless there is an approved extension). Failure to submit within the relevant period will mean that you have failed the assessment.

Requests for short-term extensions will only be considered in the case of illness or other cause considered valid by the iCentre Adviser. Please contact iCentre@lca.anglia.ac.uk. A request must normally be received and agreed by the iCentre Adviser in writing at least 24 hours prior to the deadline. See rules 6.56-6.65: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf

Mitigation: The deadline for submission of mitigation in relation to this assignment is no later than five working days after the submission date of this work. Please contact iCentre@lca.anglia.ac.uk See rules 6.103 – 6.132: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf

ASSIGNMENT INTRODUCTION

British Airways, which used to be known as “the world’s favourite airline,” is no longer anything of the sort. Britain’s flag carrier was criticised for the way they dealt with refunds during coronavirus crisis. Which? was the first to report the issue with some airlines not refunding over a year ago (Bell, 2021). In February 2021, Which? undertook research and found that 2.3 million people in the UK had not received their money back for flights they could not take during the pandemic.

British Airways and Ryanair are being investigated by The Competition and Markets Authority (CMA) over whether they broke consumer law by refusing to give refunds to people "lawfully unable to fly" during lockdowns (Rojas, 2021). Andrea Coscelli, chief executive of the watchdog, said: "While we understand that airlines have had a tough time during the pandemic, people should not be left unfairly out of pocket for following the law” (Cited in Rojas, 2021). Identify and describe the concept of quality management

Moreover, British Airways has received many poor reviews within Trustpilot and skytrax with regards to their provision of customer service.

The following are examples of some of the poor customer reviews on BA from Trustpilot and Skytrax-

• “BA. Letting the UK down. shocking. change/cancel flights without taking any responsibility for the customers. You truly are one of the companies that have contributed to taking GREAT out of Great Britain” (Trustpilot, 2021).
• “Customer service are absolutely appalling. They do not even read your complaint when you submit to on their online form. Said they already gave me a refund and I should check with my bank” (Trustpilot, 2021).
• “BA cancelled flight in Dec 2020. Refund was promised in voucher form by call centre. We are now 6 months down the line, 13 calls of which each is 40 min waiting time, and 16 email reminders” (Skytrax, 2021).

ASSIGNMENT TASK - MOD006059 Managing Quality in Hospitality, Tourism and Events

Prepare a report for the Quality Managers of British Airways. In your report you are expected to identify and describe the concept of quality management. Additionally, you are expected to outline the major issues currently experienced by the organisation and assess the impact of one of the techniques like Kaizen or Benchmarking could have in terms of delivering consistent and effective quality management. Also, you need to provide applicable recommendations to improve the quality.

Please follow the recommended format for an academic report.

• Executive Summary
• Table of Contents
• Introduction
• Main body
• Recommendations
• Conclusion
• Reference’s list
• Assignments should be correctly referenced using the Harvard system of referencing. Incorrect or insufficient referencing will be penalised

ASSESSMENT CRITERIA

USEFUL RESOURCES

See lecture slides Week1-5

Ana Stranjancevic, & Iva Bulatovic. (2015). CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY. International

Journal for Quality Research, 9(4), 689-704. [online] Available at: https://doaj.org/article/54e1e1aac14247a39d3662da279c4957 [Accessed 24th June 2021].

Dale, B., Van der Wiele, Ton, & Van Iwaarden, Jos. (2013). Managing Quality(5th ed.). Hoboken: Wiley. [online] Available at: https://ebookcentral.proquest.com/lib/anglia/detail.action?docID=1498560  [Accessed 26thJune 2021].

Fitzsimmons, J., Fitzsimmons, M. and Bordoloi, S. (2018). Service management: Operations, Strategy, Information Technology, 9thed. New York, US: McGraw Hill Education. Identify and describe the concept of quality management

Mishra- Patricio, Nishi (2020) eds. Managing Quality in Hospitality, Tourism and Events (Custom textbook), Pearson: Harlow.