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BTEC level 3 Unit 11 M3
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BTEC level 3 Unit 11 M3
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By: Tanay • 7 year ago
By: oanacarcuruget • 7 year ago
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Ben van Hoorn LIBAMI5C Unit11 M3For this M3 I will be explaining the options open to KLM to close the quality gab that I discovered, I
will make for this M3 three or four options for the closing of the quality gab. To discover options I will
use the fishbone analysis that I used in P4. Closing the quality gab is very important for KLM is very
important for the link between quality and brand building that’s because when the quality of KLM is
good more people will fly with KLM rather than other airlines.
1. One on the options that can cause the quality gab is that the employees of KLM don’t
understand the problem. The thing KLM can do to solve this problem is to let the employees
know that the problem is there and let employees taste the food, via this way you can let the
employees know what the problem is and what changes should be made. The cause of this is
that the employees of KLM know what the problem is and that this problem should be taken
serious, when this happens the employee will most likely work harder to solve the problem.
The effect that will occur when this cause is solved is that the employees will be noticed
about the problems within KLM regarding the food.
2. Another option that can solve the problem regarding the food of KLM is that the quality of the
food that KLM uses within their dishes is from a poor quality. What KLM can do to solve this
particular problem is that they can use more organic food and more fresh food that isn’t
made in greenhouses but just by farmers. The effect this can have is that the food of KLM will
taste better because it’s fresh so it will most likely taste better. KLM should also let know that
they use fresh food they should do this because it’s good publicity and then the chance
increases that more people will fly with KLM.
3. The third cause of the problem of the bad food of KLM is that the food that KLM offers within
their flights isn’t compared with other companies, because KLM doesn’t do this they aren’t
able to see the problems because they don’t know how the food with other airlines is.
Because the airline industry is an very competitive market there are a lot of airlines to
compare your food with, but it’s important to compare your food with an company that is
doing better then you, this is also called benchmarking. When KLM will do this this the effect
will be that they know that their food isn’t good in comparison with other companies when
KLM knows this they will most likely change their food to a higher quality that matches or is
even better than other companies.
4. the fourth cause of the bad food can be that the food isn’t served with a smile and that the
food doesn’t look nice on the plate. How the food is served is very important, according to
https://www.kokswereld.nl/forum/viewtopic.php?t=4259 is besides the food the service the
most important when eating, so it could be that the service on board of the KLM flights is bad.
When KLM improves the service will have a huge effect on the closing of the quality gab. It
will have such an effect because when the food is served in a proper way the people will most
likely like it more, but when doing this you also need to change the food because when it just
taste bad it isn’t all about the service.
I gave four options for the closing of the quality gab that KLM has with their low quality food, I
came up with the possible causes of the problem with the fishbone that I used in my P4.
These options can all help with the closing of the quality gab but as said earlier if the food
doesn’t taste and smell nice that problem should be solved first by making need dishes, after
that there should be looked at the bad service etc.
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