# 065 Quality is in small things!!

Quality is in small things!!

Spicejet flight from Kolkata to Bangalore date 14.8.2014

The announcement by the captain was clear, good and what is more extempore and not the run of the mill drooling of the same pedestrian info about mere height  at which we are flying et al.

Contrast this with the following:

Spicejet Flight from Bangalore to Kolkata Date 11.8.2014

I had chosen the aisle seat 17C while checking in thro the Web. The passenger seated behind my row in 18 B wanted to exchange his seat with mine because his wife was in 17 B.

Now I loath to travel in middle seat even in a train leave alone the plane. So I declined the request. But I found that another aisle seat, 15 D is vacant and thought it would be a good idea to occupy it releasing 17 C so the couple can sit together. But to my horror the cabin crew (I didn’t note down his name) intervened and told me that it is a payment seat (as if in an Engineering College)!

Now not releasing and holding them vacant even after the flight has taken off in the hope of making a few hundred Rupees is base and down right silly. Especially when it can help some couple or friends to travel together.

Is it the Organisations’ Policy that has made the individual concerned to act in such a manner? Surely not. Could it be the Management? I don’t think so. Because he didn’t not bother to discuss the issue with the cabin crew in charge. He simply took the decision on his own. To what avail? Three dissatisfied customers!! A classic example of poor quality of service due to lack of understanding of basic concepts of quality on the part of an employee of the organization.

This in essence is what is addressed in Clause 7.3 (c) of ISO 9001:2015 which stipulates that “the organization shall that persons doing work under the organization’s control are aware of their contribution to the effectiveness of the quality management system, including the benefits of improved performance

And Clause 9.1.2  of the Standard The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. Meeting customer requirements is fundamental to achieving customer satisfaction. In fact ISO rightly goes on to emphasise the fact that even when requirements are met a customer may not be satisfied.

Therefore, it is not enough for an airline to offer low airfare, maintain timings and provide snacks free etc. but need to focus on such small things like releasing the “payment seats” at least after take off, looking at ways and means to go that extra bit to meet or exceed unstated needs and expectations of customers to achieve higher levels of satisfaction, earn their goodwill who will act as ambassadors for the org in building the image & brand.

Their announcement that “seats can be purchased” makes it loud & clear that Spicejet indeed is a Cheap Airline – not just by way of fares alone!

As Captains try as they might to win passengers’ goodwill, behavior of a single Cabin Crew can demolish the whole edifice.