Quality Management: Cathay Pacific Airways
The outbreak in mid March of atypical pneumonia or SARS had a devastating impact on Cathay Pacific passenger business.
The interim performance of Cathay Pacific Catering Services (H.K.) Limited was badly affected by the outbreak of SARS. The company implemented stringent cost controls. All overseas flight kitchens were impacted by SARS and also implemented cost control measures. SARS had little effect on the airfreight business and the company reported a satisfactory interim profit. Hong Kong Airport Services Limited reported an interim loss due to the large number of flight cancellations.
After an air quality monitoring programmed, undertaken in aircraft cabins, showed that the air is of a good quality. A comprehensive programmed to sort and recycle paper materials such as newspapers and in-flight menu cards has been implemented on all inbound flights. The impact of SARS resulted in a concerted effort to reduce energy consumption in Cathay City. Measures taken include temperature adjustments, reduced lighting and restricted availability of lifts and escalators.
We can see the SARS had a little effect to the Cathay Pacific. Hence they need to use QFD to continual improvement that brings customers into the design of services. It translates what the customer wants into what Cathay Pacific provides.
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