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
7. Conclusion
Objectives and Research Themes
This report analyzes the operational management system of Emirates Airline to evaluate how the company maintains high customer satisfaction and competitive advantages by applying established performance and developmental frameworks.
- Analysis of order winners and order qualifiers in the airline industry.
- Evaluation of operational performance objectives including cost, quality, flexibility, speed, and dependability.
- Investigation into competitive strategies and brand differentiation.
- Assessment of the Four Stage Model of Hayes & Wheel in the context of Emirates' organizational growth.
- Identification of recommendations for future operational improvements and market penetration.
Excerpt from the Book
1. Introduction
Travel is much more common today than it used to be before. The advancement of technology has brought about various ways to travel. In order to satisfy the growing demand of travelers, the airline industry is putting in plenty of effort to make sure all expectations are met, and travelers are satisfied. Among the various airline companies around the world, Emirates holds an important place as the best. The airline’s great service, good organization and overall fantastic offer make it a favorite for many people.
The first airline that Dubai and other Emirate countries collaborated with in order to meet the demand for flights that was constantly growing. However, their cooperation was not successful: Gulf air kept breaching the sky policies, and by 1985, the flights they were doing fell down by two thirds. The people continued to demonstrate the demand for air-travel, and hence the country realized it is in need of its own airline. This is the story of the Emirates Airline, which began with an investment of $10 million, and has been on an upward track ever since its initiation [Doganis, 2010].
Apart from serving to the demand in the UAE, it is evident from the company’s campaigns that it is intending to establish itself as the leader in the worldwide airline industry. Although it is relatively new to the industry, the company has already set itself apart by providing fantastic service. Until now, it has received more than 500 awards and it appears it is going to go for much more. The company works with DANATA, an air service provider that is now ranking fourth according to size [www.emirates.com]. The airline has a non-stop working operation system, and is efficient all year long. There are no unexpected situations that will not be dealt with promptly, as there is a special team in charge of addressing such unanticipated incidents. The company, therefore, successfully provide consistently outstanding services even in unforeseen situations. A body of more than 62,000 employee’s works constantly to make sure the quality of service they deliver is at a high standard [www.emirates.com].
Summary of Chapters
1. Introduction: Provides an overview of the rise of Emirates Airline and its commitment to service quality and operational efficiency.
2. Order Winners and Order Qualifiers: Explores the performance objectives—cost, quality, flexibility, speed, and dependability—that allow Emirates to differentiate itself.
3 The Competitive Edge of Company against its Competitors: Discusses how technology, brand image, and supplier relations contribute to the airline's market position.
4. How Emirates achieved maximum satisfaction of customers: Outlines specific operational responses to flight delays, baggage handling, and customer information needs.
5. How the Four Stage Model of Hayes & Wheel is incorporated by Emirates for its Operations: Examines the company's evolution through stages of internal and external neutrality and support.
6. Recommendations: Offers suggestions for future growth, cost management, and the use of technology to ensure long-term profitability.
7. Conclusion: Summarizes the key factors that have established Emirates as a global leader in the aviation industry.
Keywords
Emirates Airline, Operations Management, Customer Satisfaction, Order Winners, Performance Objectives, Hayes and Wheelwright Model, Competitive Advantage, Service Quality, Airline Industry, Operational Efficiency, Strategic Management, Business Strategy, Aviation, Fleet Management, Brand Positioning
Frequently Asked Questions
What is the core focus of this publication?
This work examines the operational management strategies of Emirates Airline, detailing how it maintains its status as a market leader through rigorous adherence to service quality and operational standards.
What are the primary thematic areas covered?
The central themes include operational performance objectives, the implementation of the Hayes & Wheel stage model, competitive positioning, and strategies for customer satisfaction.
What is the primary research objective?
The aim is to identify the operational criteria that make Emirates an "order winner" and analyze the methods the company employs to evaluate its success in a highly competitive market.
Which scientific methodology is used?
The paper utilizes descriptive analysis, industry case study assessment, and the application of standardized operations management models like the Four Stage Model of Hayes & Wheel.
What topics are discussed in the main body of the work?
The main body covers internal and external operational effects, pricing policies, baggage handling systems, strategies for handling flight delays, and the company's organizational development stages.
Which keywords characterize the work?
Key terms include Operations Management, Emirates Airline, Service Quality, Competitive Advantage, and Strategic Development.
How does Emirates manage operational costs while maintaining service quality?
Emirates leverages scale and strategic partnerships, such as those with suppliers and DANATA, while focusing on high-quality internal processes to balance operational costs with premium service delivery.
What role does the Four Stage Model play in the analysis?
The model provides a framework for analyzing how Emirates progressed from its initial phase of solving operational problems to its current status of utilizing operations as a strategic, competitive advantage.
- Quote paper
- Muhammad Naeem (Author), 2014, An Analysis of the Emirates Airline Operation Management System, Munich, GRIN Verlag, https://www.hausarbeiten.de/document/307555
