Quality Management: Cathay Pacific Airways

Introduction Cathay Pacific Airways is an international airline registered and based in Hong Kong, offering scheduled cargo and passenger services to over 80 destinations around the world. They are deeply committed to Hong Kong, where the Company was founded in 1946. They continue to make substantial investments to develop Hong Kong's aviation industry and enhance Hong Kong's position as a regional transportation hub. In addition to their fleet of aircrafts, these investments include catering, aircraft maintenance and …

…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.