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BRIEF HISTORY OF PIA

Birth of a Nation, Birth of an Airline , , Mr. Mohammad Ali Jinnah, the Founder of

the upcoming nation, instructed Mr. M.A. Ispahani, a leading industrialist, to set up a national airline, on a priority basis. With his singular vision and foresight, Mr. Jinnah realized that with the formation of the two wings of Pakistan, separated by 1100 miles, a swift and efficient mode of transport was imperative.
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Orient Airways Takes to the Skies

Initially registered as a pilot project in Calcutta,

Orient Airways Ltd. had at its helm Mr. M.A. Ispahani as Chairman and Air Vice Marshal O.K. Carter as General Manager.

A New National Flag Carrier for Pakistan Orient Airways was a privately owned company,

The outcome of the merger was the birth of a new airline, through PIAC Ordinance 1955 on January 10, 1955.

PIAs First International Service The year 1955 also marked the
4/22/12 inauguration of the fledgling airline's first

New Planes, New Directions, New Management

The PIA Head Office building at Karachi Airport,

which houses all the major departments of the airline, was the brain-child of Mr. Zafar-ul- Ahsan. In fact, on his departure from the airline, the employees presented him with a silver replica of the building with the caption, "The House You Built". service on the London-Karachi-Dacca, route which later proved to be very successful.

. In March 1960, PIA launched its first Boeing 707 jet

Historic Firsts and Unbroken Records, PIA set

out to break the record for the fastest flight between London and Karachi. With representatives of FAI (Federation Aeronautique International) on board to monitor the official timings, PIA completed the flight 4/22/12 in 6 hours, 43 minutes, 51 seconds, a record which

PEST ANALYSIS IN PIA

SOCIAL ANALYSIS: Ethnic traffic is observed at PIA. There is no language restriction Act of patriotism High traffic on social events like Eid,

Independence Day etc

Attached to the pride of nation of Pakistan TECHNOLOGICAL ANALYSIS: Coordination among departments is not so

much effective.

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SWOT ANALYSIS OF PIA:

STRENGTH: Point to point destination like (Lahore to

London)(Karachi to Katmandu).

Services are of relatively good in quality. People oriented organization. Govt. provide subsidies to the organization Abroad Pakistani prefers PIA over other

airlines because of patriotism.

Healthy internal environment WEAKNESSES:
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PDCA MODEL
The PDCA model on PIA is implemented in

many aspects in order to ensure the quality.

Although the services provided by the PIA

are not meeting to the high standards but they are trying to ensure their best and provide the best quality service to their customers. organization. They spend a large amount of their revenue in the R&D and in quality sections but because of the low revenue 4/22/12 generation since the past few years they

Another thing is this PIA is govt. based

 Plan: The initial stage was the planning of that

user interface that helps the users. They plan to develop the interface that will solve all the problems of the customer if he fails to contact with the PIA management team for which they plan to develop that user interface.
Do: After the planning of that interface they 4/22/12

develop that interface in order to make it

PROCESS QUALITIES IN DEPARTEMENTS OF PIA Quality tool:

In order to ensure quality processes PIA

uses various quality tools which are operating by the high professionals. The inter departments process and on ground services of PIA are control by the several tools:

FOCUSING ON THE CRITERIA PROVIDED BY

THE ISO

SPSS SOFTWARE

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The quality tools used by the PIA for the

planes processing are controlled by the various engineers and some of them are:

TIMELY INSPECTION ON TAKE OFF AND

AFTER LANDING
PROPER INJECTING OF THE PARTS PROPER CLEANLINESS OF THE AIRCRAFT ASSURANCE CHECK SHEET BY THE PLANE

ENGENINEER TO THE GROUND ENGINEER

PROPER PROTYPE CONFIRMATION
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IMPLEMENTATION OF DOT TO ENSURE QUALITY IN PIA

The Pakistan International Airlines (PIA)

Customer Service Plan is the result of rules put into effect by the U.S. Department of Transportation (DOT) to improve the air travel environment for consumers and ensure the quality to the most customer service plan:

Here are the services which we include in 1. Advise about lowest available fares 2. Notify customers of known delays,

cancellations and diversions

3. Deliver baggage on time

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KAIZEN IN PIA
PIA is a govt. oriented organization. In

many countries there is improvement on bullet speed in the organizational services but the case in Pakistan is differ from all of that and same is in the PIA. No doubt there is having continuous improvement in PIA but that improvement is not so much as it has to be. The gradual improvement in the departments according to the quality terms are seems to be in KAIZEN aspects. gradual improvement in the overall 4/22/12 departments. Many departments have

The management is focusing on the

The standards which are provided by the

ISO to the PIA are now nearby to achieve because in recent few years PIA have a realistic gradual change in operations which makes its services are of good quality in the eye of customers. been implemented includes the following:

The departments in which KAIZEN have Ticketing Inquiries Sales and marketing
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ISO AND OTHER STANDARS IN PIA

Safety & Quality Certifications IOSA IATA Operational Safety Audit (IOSA) is

basic requirement to retain airlines IATA membership. PIA is among the few developing country airlines which are compliant to IATA Operational Safety Audit (IOSA) requirements and standards since 2005

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PIA is successfully maintaining its IOSA

certification and the current IOSA Registry is valid up to 24th June, 2013. IOSA registration demonstrates PIAs renewed commitment to meeting the highest international operational safety standards in critical areas which include:

Organization & Management System Flight Operations Operational Control and Flight Dispatch Aircraft Engineering & Maintenance 4/22/12

EASA EASA (European Aviation Safety

Agency) is the centerpiece of European Unions strategy for aviation safety, promoting highest standards of safety and environmental protection within the aviation industry. Its primary task is to draft legislation and provide technical advice to the European Commission and to the Member States. EASA part-145 regulation is adapted by many aviation maintenance organizations.
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PIA Engineering & Maintenance is among

Quality Management System (ISO

9001:2008) Certifications

At PIA, Customer Focus and Continual

Improvement is embedded in the heart of each and every employee, right from the top to the bottom most cadre.
is PIA achieving successful certification

against the global benchmark standard ISO 9001:2008 for its entire chain of customer service activities. Starting from the Passenger Reservations and Ticket Sales / Cargo Sales, , then through to 4/22/12 the Passenger Handling Services and finally

HSE Management System (Health,

Safety & Environment)

PIA has been proactive in understanding

the needs of time and has launched the Health, Safety & Environment (HSE) initiative. The objective of this program is to mature the airlines HSE systems to a level which will eventually lead to OHSAS18001 and ISO-14001 certification.
As part of this program, PIA plans to

conduct organization wide HSE trainings, development of HSE objectives, 4/22/12 implementation of HSE system procedures

RECOMMENDATIONS
According to the analysis of the data the

data recommend that the following steps should be taken by the PIA to serve better and provide quality service:

CUSTOMER FIRST team program Employees should be treat as internal

customers

Works on these words gold in the hole,

engineering excellence, money matters quality reflects 4/22/12

CONCLUSION
As far as the TQM journey of PIA is quite

good because before having this research on the quality aspects of PIA it seems that PIA is unable to meet the quality but the facts are opposite which we get from the data. PIA is more concerned on the quality control and have proper check and balances on its quality commitment. the other certification to ensure its quality up to the most.

PIA is working on the standards of ISO and

Overall performance of quality4/22/12 is in PIA

much good in scoring s compare to its