How does Sichuan Airlines go further and further on the road of quality? Quality analysis of Sichuan Airlines.

Inscription: In the past 30 years, Sichuan Airlines has been struggling from the initial stage of its business, to the management transformation in the mid-1990s, and now to the fleet size of 124. It has sincerely transported 654.38+85 million passengers, won the "Samsung Award for Safe Flying", made a continuous profit of 2 1 year, and its asset scale exceeded 30 billion yuan, and won the ". Behind the excellent brand of "beauty, Excellence and fashion", it is precisely because Sichuan Airlines insists on quality management as the cornerstone of development, always adheres to quality safety, adheres to quality responsibility, fulfills quality integrity and promotes quality innovation, benefiting from the persistent persistence and unremitting pursuit of quality construction by enterprises. ?

2065438+July 2007, Civil Aviation Resource Network released the second quarter civil aviation service evaluation report, and Sichuan Airlines won the honor of "Best Service Airline" again, and the quality of Sichuan Airlines was affirmed by the industry. This is the most authoritative civil aviation third-party service evaluation in China at present, which comes from the evaluation results of thousands of passengers' real experience and has high gold content. Previously, Sichuan Airlines has been in the forefront of domestic airlines for 19 consecutive quarters, which is a true portrayal of the company's "sincere, convenient and caring" service connotation and continuous and stable service quality.

It wasn't built in a day. Let's reveal the "quality code" behind Sichuan Airlines becoming the "best service airline".

Quality benefit

Sichuan Airlines, which originated in the southwest hinterland of China, as a medium-sized airline with unique advantages in civil aviation, has always adhered to the policy of "taking quality brand strategy as the guide and reform and innovation as the drive" for 30 years, and adhered to the road of quality development, writing a miracle of development. Adhere to the service concept of "safety, punctuality and comfort" and provide passengers with aviation services with "China elements and Sichuan flavor". With years of persistence and pursuit of quality, Sichuan Airlines started from 32 million yuan in the initial stage of its business, and has achieved "two 300 new breakthroughs" so far-safe flight for more than 3 million hours and total assets of more than 30 billion.

The quality benefit of Sichuan Airlines depends on the solid quality foundation behind it. In the process of quality construction, the company strives to comprehensively improve the efficiency of safety, operation, service and management, emphasizes the quality management of the whole value chain, and realizes the upgrade from quality supervision to quality construction, from functional departments to all staff, from quality development to quality benefit. Strictly control four lines of defense: safety quality, operation quality, service quality and management efficiency.

The first is to establish a strict safety and quality management system. Continue to deepen the construction of 3S(SMS, SEMS, SQMS) systems and improve the quality supervision system with system maturity audit as the core. It has achieved 29 years of continuous safe operation and 3.02 million hours of safe flight, and won the China Civil Aviation Safety Flight Samsung Award.

The second is to establish an efficient quality management system. The whole flight monitoring mechanism from ground support to air flight has been realized, and the normal flight rate has steadily increased in the past three years. The normal rate in 20 16 years ranks second in the industry, which is 4 percentage points higher than the industry average.

The third is to build a service quality management system. Established an industry-leading "standard-evaluation-performance" trinity service quality management system; Pay attention to customer service demand, explore the realization of digital-driven whole-process service quality improvement, and create "characteristic" service means. In recent years, it has won the title of "Best Service Airline" and the "China Service Contribution Award" awarded by China Golden Key Organization for many times.

Quality thinking

"Quality is a responsibility and a kind of integrity; Quality management is a highlight in the development of Sichuan Airlines and a source of vitality for Sichuan Airlines. " Li Haiying, chairman of Sichuan Airlines Group, has always stressed this point. Sichuan Airlines was founded in 1986. With the bonus of the country's comprehensive reform and opening up, Sichuan Airlines, whose "innate conditions" are not excellent, is gradually on the right track in its exploration. In the wave of strategic reorganization of civil aviation in 2002, Sichuan Airlines completed the shareholding system reform, creating a precedent for diversified mixed ownership in the industry. The fledgling Sichuan Airlines firmly believes: "Only by adhering to the road of quality development can we promote enterprises to better serve the broad masses of the people and lead enterprises to achieve sustainable development."

In recent years, with the deepening of the structural reform of the supply side of the country and around the strategic deployment of "strengthening the country by quality", we have taken the cultural spirit as the guide, fully integrated the essence of quality culture of "striving for Excellence" in the production and operation process of the company, and formed the quality concept of "practicing quality management with craftsman spirit and presenting excellent quality with sincere service".

Sichuan Airlines realizes that the core attribute of civil aviation transportation service is to provide "safe, punctual and comfortable" travel service for the people. Improving people's sense of security and sincere service satisfaction in convenient travel is the airline's unremitting pursuit, and it is committed to becoming an airline that passengers trust, employees love and pay attention to characteristics.

Quality practice

Committed to improving quality and efficiency: from the initial focus on passenger safety and service quality improvement, return to the core delivery product of civil aviation-providing "safe, punctual and comfortable" transportation services for the people. Therefore, Sichuan Airlines innovates and refines the coupling management mode of "whole network and whole process", interprets aviation service as technical quality and functional quality, defines the quality engine centered on "customer demand" and driven by "strategy, culture, innovation and mechanism", exerts the supporting role of the company's "whole network and whole process", and gathers the dynamic coupling of "supply and demand relationship" and the efficient linkage of "internal operation".

Committed to improving the efficiency of innovation: "innovation-driven" is one of the eight strategies for the development of Sichuan Airlines in the 13 th Five-Year Plan. The company has established a "two channels, three networks and four levels" innovation system, which has created a good innovation incentive environment within the enterprise for many years and created good economic and social values in innovating management tools and compiling industry standards.

Committed to practicing the craftsman spirit: For employees of Sichuan Airlines 12000, the "craftsman spirit" is not only a slogan, but also a deeply buried belief and standard. The craftsman spirit of "abiding by professional ethics and advocating Excellence" is an indispensable and important support of corporate culture. Persistence, persistence and firmness are the epitome of "flying craftsman", specialization, precision and specialization are the epitome of "maintenance craftsman" of Sichuan Airlines, and sincerity and sincerity are the epitome of "aerial craftsman" of Sichuan Airlines. ...

Committed to improving service level: As one of the most distinctive airlines in China, Sichuan Airlines insists on customer demand as the center, strengthens air-ground linkage, constantly upgrades its service, and actively creates "efficient and reliable" ticketing service, "convenient, meticulous and thoughtful" ground service and "safety, comfort and characteristics" by introducing new models, upgrading aviation meals and optimizing transit connection. Since 20 16, Sichuan Airlines has actively responded to the concept of "sincere service" in civil aviation, established a pilot "Chengdu = Lhasa Plateau high-quality special flight", vigorously promoted the construction of "sincere cabin" project, and innovatively launched services such as "sincere broadcasting, sincere service package and sincere greetings", reaching the leading level in the aviation service industry.

Committed to improving brand benefits: From the brand value strategy of "Southwest regional brand" to "national brand" and then to "world-class brand", Sichuan Airlines has determined the overall strategic positioning of "full service, networking and internationalization", and ensured the implementation of the strategy through brand system construction, special investment, multi-dimensional promotion, customer bonding, precision marketing and brand protection, so as to enhance the overall brand image of the enterprise and enhance brand protection. At the 22nd World Aviation Expo on 20 16, Sichuan Airlines officially released the "Panda Road" plan, which is dedicated to building the "Belt and Road" southwest international hub and providing domestic and foreign tourists with a "Panda Tour" with rich cultural experiences. In June this year, Sichuan Airlines was listed in "China 500 Most Valuable Brands", ranking 169.

Quality experience and enlightenment

Summing up the basic experience of Sichuan Airlines in developing quality management and establishing market position, it can be summarized as follows: enterprises must play the role of "quality subject" and achieve "seven adherences" in order to win by "quality".

Adhere to cultural guidance and establish quality awareness. It is a complex and arduous project to create a corporate culture with quality culture as the core. The primary task for an enterprise to do a good job in quality management is to integrate quality consciousness as the core value of the enterprise into the system culture, management system, code of conduct and work guide, and formulate scientific quality management methods in combination with the actual situation of the enterprise, from leadership strategy, middle-level implementation and grass-roots implementation to talent training and the formation of employee values. , so as to maintain the centripetal force of quality culture and improve the execution ability of employees to practice quality consciousness.

Insist on leadership planning and improve the promotion ability. Leading cadres play a vital role in quality management, and total quality management should start with leadership. The leading bodies of enterprises should take the lead in establishing quality awareness, actively plan new directions and new ideas for quality development, introduce advanced management methods, allocate and optimize various resources, formulate management evaluation mechanisms, encourage employees to actively participate, and promote the effective implementation of quality management from top to bottom within enterprises.

Adhere to standard construction and form institutional guarantee. Standards determine quality, and high standards lead to high quality. Quality construction is a long-term strategic move of enterprises, and it is very important to establish a comprehensive and operable quality management system. First of all, combined with advanced quality management methods, we should strive to establish a long-term mechanism to promote cadres and employees to carry out quality work, constantly strengthen institutional awareness, solve problems from the system and mechanism level, establish and improve quality work systems, management systems, assessment and supervision systems, do a good job of implementation, and form constraints. At the same time, standardized operation is the best guarantee of product quality. Only by formulating systematic, unified and standardized implementation standards can the high quality of products be guaranteed.

Adhere to problem orientation and focus on resource integration. Quality management should be balanced and focused. In the process of promoting quality management, on the one hand, we should formulate comprehensive management methods and systems to ensure that the quality management level of each link is close to the overall target benchmark; On the other hand, it is necessary to accurately locate the key links that are the most difficult to improve or the most concentrated problems, make breakthroughs at the same time, moderately tilt leadership and policy resources, concentrate on improving shortcomings, and enhance the pertinence and effectiveness of quality management.

Adhere to overall management and implement continuous improvement. To carry out total quality management, enterprises should first cover all systems, chains and departments and give full play to the linkage efficiency; Secondly, it is necessary to establish the quality consciousness of all staff, and mobilize the enthusiasm of all staff to participate in quality work through activities such as QC group and quality month; Finally, we should do a good job in the whole process control, establish and improve the quality inspection, supervision and control mechanism, and truly achieve quality management without dead ends. "Continuous improvement" is the eternal theme of quality management. Enterprises should dynamically define, evaluate, analyze, improve and control business processes and realize PDCA closed-loop management, so as to improve service level, reduce operating costs, shorten operating cycle and achieve customer satisfaction.

Insist on innovation drive and speed up information construction. Innovation provides an inexhaustible motive force for the development of enterprises. It is necessary to lay a good combination of development and innovation, and explore a quality management model that is more suitable for the actual development of enterprises through system innovation, mechanism innovation and method innovation. Quality information is the basis of quality management and quality control, and the establishment of quality information system is an important part of quality system construction. It is necessary to speed up the informatization construction and realize the goals of timely information transmission, quick and accurate quality decision-making, low quality cost and continuous quality improvement.

Adhere to brand strategy and establish brand awareness. Enterprises should attach great importance to brand cultivation and construction, establish brand cultivation management system, brand strategy, brand policies and objectives, organize brand planning and implement brand management strategy around policies and objectives, guide consumers and market public opinion through high-quality brands, and give play to the contribution and driving role of brands in enterprise development.