Answer to Question #226165 in Management for Messi

Question

1. Discuss the mechanisms used in Ethiopian airlines to know customer needs and how satisfy customer needs better than competitors.

2. Critical evaluate the service design process of Ethiopian airlines. Besides, discuss the

influence of marketing, finance, human resource and other operational departments on

service design.

3. Critically discuss the role of total quality management on improving customer satisfaction by applying six sigma principles.

4. Discuss with examples the role of supply chain management to achieve Ethiopian airlines mission, vision and core objectives.

5. Critically evaluate challenges of Supply chainintegration (internal integration, forward,

backward andhorizontalintegration) in Ethiopian airlines.

Answer 1

1) 1. Providing the lowest possible fare.

Ethiopian provides the cheapest fare possible for the period, flight, and quality of operation that you are entitled to, or whether you contact Ethiopian's mobile booking program to learn concerning a fare or make a reservation; at boarding pass counters.

2. Customers should be notified of any known delays, cancellations, or diversions.

Ethiopian makes every effort to ensure that you arrive at your route promptly. Flight disruptions, cancellations, or reroute may occur due to climatic conditions, air traffic control, logistical, or service issues.

3. Delivering baggage on time.

Ethiopian intends to transfer your packed luggage in promptly. Furthermore, if this does not happen, Ethiopian will make all necessary steps to transfer your bags within 24 hours. If you are unable to retrieve your luggage, please inform Ethiopian personnel at the terminal.

4. Providing prompt ticket refunds.

Ethiopian issues refunds for valid reservations as soon as we acquire your appeal, including with any relevant paperwork.

2) Ethiopian airlines service designs classified into various diversified aviation strategic business units like: Ethiopian Airports Enterprises, Passenger Airline, Cargo Airline and Logistics Company, Ethiopian Aviation Academy, Ethiopian Inflight Catering Services, Ethiopian MRO Services, Ethiopian Hotel and Tourism Services etc. Accordingly, the Ethiopian Airports Enterprise has joined the new Aviation Group to leverage the strong synergies that naturally exist among the group member companies.

3) According to the TQM philosophy, the more you improve processes in every department, the easier it will be to deliver higher quality products and services to customers. With TQM, everyone in the company should be focused on quality improvement with the shared goal of boosting customer loyalty and satisfaction.

4) Ethiopian airlines supply chain management streamlines everything from product flow to unexpected natural disasters. Ethiopian Airlines logistics are managed completely by supply chain managers. With its supply chain management which is regarded efficient, it is able to diagnose problems and disruptions correctly.

5) Ethiopian Airlines have faced various challenges such as lack of trust, demand distortion-bullwhip, system incompatibility at times, lack of knowledge, and cost of integration.