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BTEC level 3 Unit 11 P4
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BTEC level 3 Unit 11 P4
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For this p4 I will be describing the use of techniques to identify perceived quality gabs for KLM. I willuse techniques like a gab analysis, quality circles, benchmarking, value chain, alignment of value
chains and the fishbone analysis.
According to a few complaints the food wasn’t good from the flights to the United States. These
complaints ware about 15% from the total complaints about the KLM. In these complaints was said
that the food tasted and smelled disgusting. This problem mostly happened with flights from
Amsterdam to the United States. Within the complaints a lot of people also said that they would
rather choose Delta or United Airline to fly with instead of KLM. These complaints were found on
https://www.reisgraag.nl/klm/ervaringen/?q=&landId=&p=2. KLM can look for other gabs by doing a
gab analysis they can for example make a questionnaire where the customers rate the services of
KLM from 1-10 then KLM can improve the points that have a low score. When done this KLM can
make a gab analysis , this is the difference between what customers get and what their expectation
was.
You can put this problem into a fishbone analysis. A fishbone analysis as a tool that is used to solve
problems within companies like KLM. In the head of the fish you put the problem that has happened
in this case it is the bad food on the certain flights. In the bones of the fish you need to put different
categories that cause these certain problems. under these categories you need to put the subjects
that are covered by these categories. Categories that can be used for the fishbone of KLM can be:
People: because the staff may not understand the problem with the food
Measurements: the food is not measured with other airlines so KLM doesn’t know their
quality
Materials: are the materials used within the food good materials so they shouldn’t be out of
date
Methods: are the recipes followed regarding the making of the food.
Above is the fishbone of the quality gab we had, and I thought about 8 possible couses of the
problem but I think four of them are the real causes, the four I think that are the real causes are:
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