SP Jain School of Global Management’s Bachelor of Business Administration (BBA) students in Mumbai visited TajSATS near the city’s international airport to gain a practical understanding of quality management. The industrial visit was organised by Prof Shrinivas Shikaripurkar as part of the Principles of Management course.
TajSATS Air Catering, a joint venture between the Indian Hotels Company and SATS, has over 38 years of experience in airline catering and other related businesses. Our students not only got a first-hand experience of how the hospitality industry functions, but also learnt how a company meets the needs of their customers to gain goodwill and improve relations.
The students learnt about the several innovative techniques used by TajSATS to increase the quality of food delivery to various flights. They understood how the organisation ensured the key element of ‘customisation’ was incorporated in their customer service. “There can be no compromise on basic principles” and TajSATS’ basic principle was hygiene. They had invested in a lot of equipment to ensure absolute hygiene was maintained while preparing food. The students were amazed to see how the employees performed their tasks with immense collaboration and particularity.
Dinesh Saxena, the Senior Manager for training and development, explained to our students the various improvised techniques for quality management. He also shared instances when TajSATS had gone the extra mile to serve its customers their preference.
As they rightly say, “if you can’t beat your competitors in cost beat them in quality”.
The visit helped our students understand the quality management practices and inspired them to take the right measures as managers in future.
*The article has been written with inputs from Kavya Vinod, our BBA student