REPORT ON BRITISH AIRWAYS

... TABLE OF CONTENTS TERMS OF REFERENCE 1 INTRODUCTION 1 ANALYSIS AND DISCUSSION: 2 PLANNING AND PROCESSES 2 PUBLISHED OBJECTIVES 2 MISSION STATEMENT 2 DAY-TO-DAY ACTIVITIES 3 OPERATING PROCEDURES 3 QUALITY 4 BENCHMARKING 4 AWARDS & RECOGNITION 4 TRAINING 5 FEEDBACK 5 RESOURCE MANAGEMENT 5 FACILITIES 5 YIELD MANAGEMENT 6 ICT 6 FINANCIAL 6 TECHNICAL 7 EXTERNAL & INTERNAL RESOURCES 7 CONCLUSION 8 RECOMMENDATIONS 8 REFRENCES 9 BIBLIOGRAPHY 10 TERMS OF REFERENCE To investigate and analyse British Airways operating procedures, how they carry out their day-to-day activities to ensure that operations are running effectively and efficiently. I will also be making recommendations on how British Airways can improve their service operations management. INTRODUCTION With reference to the theory of service operations management, I will be analysing the functions of service operations management of my chosen organisation which is British Airways. "British Airways is the UK's largest international scheduled airline, flying to over 550 destinations. Whether customers are in the air or on the ground, British Airways takes pride in providing a full service experience. (Ayling, 1999). British Airways main operating bases are London Heathrow and London Gatwick. "Our airline operations comprise mainline passenger and cargo services operated from the London airports and services operated by

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