TQM in United Airlines Essay Example for Free

TQM in United Airlines Essay The notion of Total Quality Management has paved the way for many businesses to adapt to the ever changing demands of the market. Because of this principle, many large companies such as United Airlines have already involved TQM to back up their goals in maintaining superior customer satisfaction by providing the best product packages and services.   Ã‚  Ã‚  Ã‚   Why does an organization need to implement a customer targeted quality principle? Basically, the answer to this question will only divert in a single approach, to increase profitability. Of course, a business entity needs to strengthen its capacity to maintain a high level of business function. In order to do this, it should have at least a permanent group of client parameters which will support its operations for a long time. For a company, every aspect of its operations in the business primarily depends on how the customers influence its performance in the market share. That is why maintaining a group of customers longer than expected will sustain stability for the organization.   Ã‚  Ã‚  Ã‚   In the aspect of maintaining a customer base, the company should know that it needs to involve the direct approach in satisfying the requests of the customers. It should be able to support the needs of the clients as well as to satisfy their demands for a good service. Apparently, an excellent form of customer satisfaction predicts the level of customer retention a company may achieve (Kotelnikov, 2008). If the customers get quality products and services, then most likely they will have a good relationship with the brand. Thus, the company will get credit for such attention and will be able to strengthen its grip in the market.   Ã‚  Ã‚  Ã‚   Essentially, TQM has long been implemented by companies which are involved in the service sectors. The main reason for this is that business owners know that customer satisfaction can help produce larger profit generations when they are fulfilled with the services they need. Of course, this does not only involve the delivery of services but the functional rendering of quality service. For United Airlines, the value of quality has a direct contribution on the perception of the customers towards how the company projects its image to the commercial market. This ideal has let the air company to implement certain measures that will help it achieve the overall client-based satisfaction for many years of its operations.   Ã‚  Ã‚  Ã‚   For United Airlines, the company has implemented a strategic TQM principle to make way for full customer satisfaction for its services. Since the organization is involved in the service sector, it has delegated its approach to sustain a better condition of flights to all of its passengers. This goal intends to keep the airline company operate at the maximum levels of quality while capturing a large share of margins in the airline industry segment.   Ã‚  Ã‚  Ã‚   In order to help the company structure its TQM aspect, it has defined a 12-point customer satisfaction system. This format was established to help the organization be reminded of what their primary goal is aside from profitability (United Airlines, 2008). The list contains the most significant approaches that United Airlines can complete for customer satisfaction principles. Lowest Airline Rate – United Airlines’ quality service does not come only in the aspect of direct physical interactions. It also provides an economic fundamental to achieve customer satisfaction. The company offers some of the lowest air fare rates to various destinations. This approach in quality management helps boost the company sales in terms of satisfying the clients about financial considerations. There are also special discounts and privileges for passengers who are going to buy airline tickets in bulk or during holiday seasons. This extends customer service in economical ways. Customer Information – As part of the TQM principle of UA, one very good approach of the company is to send important messages and info about the status of flight schedules. Of course, if something is predicted to become a delaying factor of the operations, then the passengers should be made aware of it in order for them to adjust personal schedules. This will give the clients a perception of reliability and become more confident of the airline’s operations. Baggage Delivery – United Airlines employ the service fundamentals of on time delivery of baggage for optimum customer satisfaction. The airline employs responsible and efficient staffs in order to take care of the passenger’s baggage for scheduled delivery per flight. Baggage Limit – in addition to baggage delivery, the company also provides a fair structure when it comes to identifying baggage limitation principles for each of its passengers. Reservations – The Company provides the option for the customers to have a seat reserved to them or to cancel it. This helps the customer to involve a thorough decision making approach about his trips. Ticket – In cases when seats are requested to be cancelled, the company also provides an option for its passengers to have a ticket refund. This can optimize the trust of the clients to the company as part of the customer satisfaction program. Special Passengers – One of the distinct quality management of United Airlines is its capability to accommodate passengers with varying needs. It is very likely that flight operations will attend to passengers with disabilities. In this aspect, the company has designated facilities and personnel who will cater to the needs of these special clients. Customer Needs – On the part of basic customer needs, the company also employs a service commitment to help passengers get the things they need. A refreshing on flight drink or a very good TV program on board are just some of the customer satisfaction service offerings. Customer Treatment – United Airlines also instructed its personnel to treat denied passengers with optimum respect. They are also provided with the information of the case why such acts are necessary based on the situation. Current Flight Info – The staff of the airline also makes it a point to disclose information about other flight concerns such as cancellation policies, itineraries and technical aircraft configurations. Coordination – The Company also employs the use of coordination techniques for regional operations so that it can easily manage customer service needs in very efficient ways. Since the company is involved in cross-continent operations, it is advantageous for it to have an open communications with airports and air facilities in different countries. This makes it possible for the company to customize its services based on passenger nationalities. Customer Inquiries – One last customer service principle of United Airlines is its direct, simple and timely response to customer questions and inquiries about the operations of the airline. As a matter of fact, it is one of the pioneers in the airline industry which enable their clients to ask questions using different channels such as telephone, internet and mobile phones.   Ã‚  Ã‚  Ã‚   For a company to maintain its optimal business operations, it should have the necessary capability to address the organization’s needs both internally and externally. In the internal matters, it would be appropriate to select a leadership who can inject principles towards quality management. This does not only involve schemes of profitability immediately in the market scope but should also address the long term possibility of growth.   Ã‚  Ã‚  Ã‚   For United Airlines, the leadership principles employed by its administration has provided so many advantages for the organization. Because of the formulation of the 12-point customer satisfaction system, the admin was able to capture the true needs of the passengers when it comes to reliable and efficient airline operations. The leaders very well know that having a business in the service sector demands a direct approach towards the impressions of the clients. If they will receive a very good service with all the aspects of quality, then most likely they will get the worth of their money. And if they experience these benefits, then it is not impossible for them to stick with the company as their major airline service provider. In the light of economic recession, Airline customer satisfaction falls while one of the reasons can be attributed to customer satisfaction (Boston, 2008). However, with United Airline’s TQM principle, it is less likely to experience client related dilemmas.   Ã‚  Ã‚  Ã‚   Increasing the capability of the business towards economic strengthening goes beyond effective investment processes. Although it may be important to allocate the funds in the most diversified and profitable ways, the creation of TQM principles will ultimately predict how the organization will sustain long term market presence. In order for the business to flourish exponentially, it should always look at how its major clients will be affected with the use of business principles related to quality. References Boston. 2007. Airline customer satisfaction falls. Bsoton.com-Business. Retrieved January 23, 2008 from http://www.boston.com/business/globe/articles/2007/05/15/airline_customer_satisfaction_falls/?rss_id=Boston+Globe++Business+News. Kotelnikov, V. 2008. Customer Satisfaction. Ten-3 Business E-coach. Retrieved January 23, 2008 from http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.html. United Airlines. 2008. Customer Commitment. United Airlines Inc. Retrieved January 23, 2008 from http://www.united.com/page/article/0,6722,1506,00.html.

The Runaway Jury by John Grisham Essay -- Movie Runaway Jury Grisham E

The Runaway Jury by John Grisham Takes place in Biloxi, Mississippi. MAIN CHARACTERS Nicholas Easter – (real name is Jeff Kerr) Juror that was a plant on the jury. He and his girlfriend Marlee had money motives. Nicholas molded the jury from day one to vote his way. Marlee – (aka Claire Clement - real name is Gabrielle Brant) Nicholas Easter's accomplice on the outside of the courtroom. Rankin Fitch - Ran the show of high-priced lawyers and consultants for the defendant, Pynex (tobacco co.). Directed all the illegal proceedings going on outside the courtroom for the defendant. Durwood Cable - Head lawyer for the defendant team. Wendal Rohr – Plaintiff's, Mrs. Jacob Wood, head lawyer. Judge Frederick Harkin - the presiding justice for this case.   Ã‚  Ã‚  Ã‚  Ã‚  This story was about how two very smart and focused individuals who could manipulate a jury and the defense team in a multi-million dollar legal battle to receive a very large cash payment. The defense was Pynex, a tobacco company, and they had very deep pockets and were willing to pay for the correct verdict. A verdict for not guilty.   Ã‚  Ã‚  Ã‚  Ã‚  The story starts with the very laborious job of jury selection. The tobacco industry has on their payroll a man by the name of Rankin Fitch. Fitch foresees the selection of the lawyers and consultants. Fitch and the consultants foresee the selection of the jurors. Each perspective juror is investigated and watched. The defense as well as the plaintiffs want to secure a verdict so they only want jurors sympathetic to their side. Fitch along with Rohr, the plaintiff's lawyer, also had high priced detectives tailing perspective jurors. Anyone who was the least bit wrong for their cause had to be eliminated from the process.   Ã‚  Ã‚  Ã‚  Ã‚  One person both sides couldn't find any information on was Nicholas Easter. He seemed rather neutral which is good for both sides but not being able to find out his past made them nervous. Nicholas had covered his tracks rather well along with Marlee his accomplice. The two of them wanted Nicholas on that jury for personal as well as monetary reasons. Their hard work was paid off because Nicholas along with eleven other people was selected as the jurors.   Ã‚  Ã‚  Ã‚  Ã‚  The case had to do with Mr. Jacob Wood. He died in his early fifties from lung cancer. The plaintiff was trying to prove that the lung cancer was directly caused f... ...t she would double their money in days.   Ã‚  Ã‚  Ã‚  Ã‚  As Nicholas was swaying the jury towards a plaintiff verdict, Fitch was finding out about Marlee's true past. Her mother and father both died of lung cancer and they were heavy smokers. This was Marlee's pay back for her parent's deaths. She got money from Fitch who was the tobacco co. and then doubled it by playing with cigarette stocks. She then would really hit the tobacco co. where it hurts with a large verdict for the plaintiff. It would be a double bang.   Ã‚  Ã‚  Ã‚  Ã‚  The verdict came in, the jury found for the plaintiff $2 million in compensatory damages and $400 million in punitive damages. The vote was 9 to 3 in favor of the plaintiff. Nicholas slipped into the night and had a Learjet take him to Marlee.   Ã‚  Ã‚  Ã‚  Ã‚  Six weeks after the trial ended Marlee showed up where Fitch was eating lunch alone. She gave Fitch back the $10 million since she already made her money from using it in the stock market. She explained to him she was returning the money because it wasn't hers and that she did this for her parents. She told Fitch she would always be watching him and if they went to trial again she and Nicholas would be there in some way.

Book Review American Slavery: 1619-1877 by Peter Kolchin

â€Å"American Slavery, 1619-1877† by Peter Kolchin gives an overview of the practice of slavery in America between 1619 and 1877. From the origins of slavery in the colonial period to the road to its abolition, the book explores the characteristics of slave culture as well as the racial mind-sets and development of the old South’s social structures. This paper is divided in two sections.The first section observes the author’s vivid presentation of the slave-master psyche and relationship from the 17th to 19th century America. The second section examines the author’s choice of method in narration – how, apart from quoting statistics, Kolchin gave weight to accounts of slaves’ and slave owners’ lives and conditions. Delving into the Peculiar Institution of Slavery American slavery, Kolchin explains, didn't develop in isolation, but evolved as part of a trend toward forced labor in the New World colonies.By about 1770, American slavery w as concentrated mostly in the South, though it existed in all of the American colonies, and, as time passed, relationships between slaves and masters changed as second- generation slaves lost much of their African culture and became Americanized. The Revolutionary era saw slavery threatened by Enlightenment ideology, but the institution survived more strongly than ever in the South and, during the 19th century, came to be perceived as fundamental to the Southern economy and way of life.Kolchin also writes about slave life through the Civil War, and, not surprisingly, he sees slavery as leaving a legacy that has persisted throughout our own century. Kolchin probes into the lives of those imprisoned by the â€Å"peculiar institution† of American slavery. It begins with slavery’s origin in America in the sixteen hundreds, with the importation of slaves from Africa. Their free labor established the agricultural foundation of the New World. From hereon, Kolchin follows the escalation of slavery through citing statistics and providing information of conditions of the lives and times of slaves and slave owners.Kolchin narrates tales of hardship and provides a condemning opinion of slavery. At the same time, however, he focuses on the facts of daily living of slaves in America. Furthermore, Kolchin delves deeply into the oddly fascinating dynamics of the slave-master relationship, which allows incidents such as a master whipping his slave for working sluggishly and then the evening of the same day, gathering all of the slaves for a bible reading session. A person who provides basic needs for others but forces them to provide him free labor in return is evaluated repeatedly in the book with interesting outcomes.However, the author likewise presents a slave owner who had minimal impact on slaves’ lives outside of the workday, one who allowed the slaves to have social and religious celebrations of their own choosing, and viewed the slaves as not just property, but humans. The irony of this is that slave owners saw no wrong in what they were doing, regardless of how they treated their respective slaves. Slavery, as an institution, was from the perspective of the slave owners, justified.Kolchin describes that, in response, slaves were overtly resistive to their predicament at times, while others provided less obvious resistance in the form of slow work, feigning illness, and even sabotage. In addition, Kolchin gives the readers the catalysts for the events in the history of slavery. Economic, religious, and social factors are made prevalent, which renders the book well organized and able to reach depths that a few other books with the same topic failed to achieve. Even though the war ended, hatred for blacks remains.Thus, segregation evolves in full force throughout the nation, but mainly in the south. He also explains the struggle of the south to compete with the north as far as industrialization which was the new course of Amer ica straying away from agriculture, and until today they still suffer a lack of industry opposed to the northern states. Method of Narration The book’s chronological format of the book provides a logical flow and allows the reader to see the manner by which the events of each day made tremendous impact on slavery.The bibliographical essay lists hundreds of books that pertain to the writing in a sectional format and describes particular topics covered in each book. This is easy to see in the straightforward and matter-of-fact way that the author discusses topics from whipping of slaves, to the selling of slaves resulting in the breakup of families. Kolchin effectively used statistics in writing this book, in that, at the start of most sections or chapters the reader was able to ascertain the slave population and distribution, as well as growth rates and comparison to white population.Kolchin’s interpretation of this particular historic era shows that its’ history is primarily determined by individuals with economic motivations. When the author wanted to explain the horrors of these situations, he used quotes from slaves themselves, not a personal soapbox that many authors use. By using these comparisons the reader can see how the treatment of slaves was paramount to production, controllability, and even reproduction. ConclusionPeter Kolchin’s â€Å"American Slavery, 1619 – 1877,† provides a laudable and significant consideration of slavery in the formation of the United States as a country. It is a clear and briskly written survey that puts slavery in context and explains its continuing impact on American life. Overall, Kolchin displays an excellent work of literature which provides many sources and well-thought-out information. Reference Kolchin, Peter (1993). American Slavery, 1619-1877. Hill and Wang

How Adolf Hilters Efforts for World Domination Changed...

Throughout the 20th century many people influenced the world for better or worse. However one man completely changed history for even those alive today. This man was Adolf Hitler. He was a anti-semitic, anti-Marxist dictator that dominated Europe into believing that Jews were the root of all evil. Adolf Hitler is one of the most influential figures of the 20th century because his reign and military leadership of Germany lead to World War II, he killed millions of Jews trying to perfect humanity through the Holocaust and his efforts of world domination influenced history forever. Adolf Hitler was born on April 20, 1989, in Braunau-am Inn, located near the Austrian-German border. Hitler dropped out of school at age 16 with the hopes of†¦show more content†¦Jews were not the only people brought to these camps, gays, handicaps, gypsies Roman Catholics, Russian POWs, and anyone who was a non-aryan. These camps may have been the most brutal form of punishment in the history of mankind. Although these were one of the worst human rights violations in history, Hitler still supported them. When I came to power, I did not want the concentration camps to become old age pensioners homes, but instruments of terror. (Martin) Hitler saw nothing wrong with sending jews here because he believed they were evil and thought this was their punishment. To get the people of Germany on his side, Hitler used propaganda to show how good he was and how bad the jews were. Hitler also used propaganda to advertise the idea of who wonderful the concentration camps were for the jewish community and persuaded many of them to come to the camps by choice. http://www.phrases.org.uk/meanings/holocaust-quotations.html Next, Hitler’s efforts of world domination influenced history forever. The Holocaust raised huge Human Rights issues and new measures were taken to prevent this from ever happening again. Hitler’s beliefs and action are taught worldwide so people so learned the atrocit ies he committed so that this would never happen again. The United Nations was formed to do what the League of Nations failed to do-