According to this approach, if any one of these four aforementioned aspects are lacking or deficient in any way, even if minor, the quality of the service is placed at risk.
Hiring Contractors and Consultants
Since quality assurance has become such an important factor in operating a successful business venture, and because implementing and maintaining a quality assurance system is time consuming and complex, many companies have turned to using independent contractors and outside consultants to either develop, manage or both their corporate quality assurance processes. It is now standard business practice to use a consultant or contractor when a business introduces a new quality assurance practice or methodology.
There are numerous types of quality assurance contractors and consultants available. The vast majority of them have a firm grasp on the essential skills needed for implementing quality control initiatives, including Quality Management Systems, or QMS, auditing and procedural documentation writing. Specialist will also be highly trained and experienced in improving services and processes by implementing a quality assurance program that employs the latest cutting edge quality assurance activities as Six Sigma, Measurement Systems Analysis, Failure Mode and Effects Analysis or Advance Product Quality Planning.
II. Studying Quality Assurance in the Airline Industry
The problem to be examined in this study is the effect that quality assurance will have on increasing airline safety. It is this paper's prediction that the implementation of a multi-faceted quality assurance program will lead to increased airline safety at multiple levels.
A. Unique Issues of Quality Assurance in the Airline Industry
Much of an airline's quality assurance is dependent on its diverse workforce and its multifaceted areas of service. For example, in order for an airline company to operate a quality operation, it needs to do much more than fly from Point a to Point B. Instead, there are airport issues, in-flight issues and logistical issues, just to name a few.
One of the most influential actors in providing quality assurance within an airline is the human resources manager. Thus, this research project specifically focuses in on the role of the human resource manager and the human resource department in providing an airline with quality assurance measures.
The main challenges in human resources is recruitment, production and retention. In terms of recruitment, the human resources manager must be able to both go after and hire only the most qualified and capable individuals. In terms of production, the human resources manager must have a plan that successfully trains the hired individual in becoming a productive member of the employment team. Finally, retention requires the human resources manager to create a work environment that encourages the hired, productive employee to continue to be productive within the industry. The answer to succeeding at these three roles is both specialized pre-employment screening.
To understand how pre-employment screening needs to work in today's information age, one actually must turn towards the findings and work of several notable economists and the concept of asymmetric information and job market signaling as they apply to the human resources world.
Economist George Akerlof, Michael Spence and Joseph Stiglitz all received the Nobel Prize in Economics in 2001 for their joint research in asymmetric information. Asymmetric information is what occurs when the seller knows more about a product than the buyer. Although all three of these economist's work is technically economic in nature, their ideas and philosophies are applicable to the field of Human Resources. Thus, it is important to read their articles through a human resources outlook.
In the Market for Lemons: Quality Uncertainty and the Market Mechanism, author George Akerlof discusses the situation that occurs when asymmetrical information is in place. The situation that occurs when the seller knows more about the product's quality prior to the sale is that a traditional market of infinite guarantees is terminated. Instead of a traditional free-market system, actual incentives are created to encourage the seller to pass off low-quality goods to the buyer in the guise of being a higher-quality good. The result is the existence of what is commonly referred to as a lemon product. When lemons become the dominate good in the market place, they eventually erode away the market for that used product, such as the market for used cars. In an attempt to prevent this situation, many nations, including the United States, have passed what are popularly known as Lemon Laws, or legislation focused on protecting the buyer.
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