Situation Analysis Supply Chain Management: KI Airline (Case Study Sample)

KI Airline:
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The KI Airline appears to have deficiencies in its approach to quality as it is evident in the case study. Mike Shepard experienced an uncomfortable time as he travelled from Yellow Hills to Blue Hills. At the first instance, he is prevented by the gate attendant from boarding the plane, as his boarding pass did not have a ticket coupon, which was the fault of KI Airplane workers (Ling, 2009). Their plane did not have enough pillows, space since Mike complains a lot that he did not have enough space to stretch, and he had to spend a two-hour flight very uncomfortable.
There are various measures that KI Airlines should employ in their services to make sure that they improve their customer care services. The attendant explained to Mike that the company lacked experienced employees in Red Hills. Consequently, the company should ensure that they improve their systems and employ only experienced employees so that they can serve the company to their level best. Additionally, it is clear that the airlines lacked enough space in the bins for travelers to carry on. The KI Airlines should hence renovate to ensure that everyone on board was comfortable (Ling, 2009). It would also be achievable by increasing the number of pillows available in the planes.
Vikki's claim that the reason the airline is not able to maintain a good customer service is that most employees are overworked. However, this is not a valid reason as to why the company should provide inadequate and poor services to the customers (Ling, 2009). For example, lack of enough space in the plane and inadequate of bins is not caused by the overworking of employees. It is caused by inefficiency in their services.
KI Airline should ensure that it benchmarks its airline using other airline companies. This benchmarking would assist them in identifying their faults much easier. Consequently, this is the reason the number of travelers has greatly reduced over time due to their poor services. Consequently, it would be important to choose Cathay Pacific Airlines as it was named as the best airline in the world in the year 2014 (Ling, 2009).
The Six Sigma, which is often used by the manufacturing firms, can be applied by KI Airlines to improve its performances. A set of techniques and processes in the Six Sigma will ensure that KI Airlines improve their services by reducing their defects. It also ensures continuous efforts by the employees to provide the best services (Ling, 2009).
The Six Sigma is applicable to KI Airplanes especially during the process of collecting tickets at the gate (Ling, 2009). Using this method, the employees can organize themselves and remove the defect that leads to travelers' dissatisfaction.
The KI Airlines serves a very small market such as Red Hills, where the level of competition is very low. The airline company would not address the issue of quality with much urgency since they are assured that there will always be travelers using their plane since there are no other means of travelling available.
Other quality problems that are experienced during travelling; on airlines is the lack of toilet papers for travelers (Ling, 2009). In an instance, customers had to use napkins since the aircraft had run low on toilet paper. Other plans also offer very poor quality foods hence pissing of the customers.