BSI Management Systems India was celebrating the win of a prestigious new ISO 9001 client at the end of last year. Kingfisher Airlines, launched in 2005, is one of the fastest growing airlines in the world and is owned by Vijay Mallya – dubbed ‘the Branson of Bangalore’ for his flamboyant billionaire persona.
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Kingfisher Airlines was launched with a fleet of brand new aircraft – a first in India. It has grown so rapidly that it now flies 35 planes to 32 Indian destinations, with over 200 flights a day. Kingfisher has also recently acquired a large stake in Air Deccan, extending its coverage to 69 cities served by 550 flights daily, with 75 aircraft.
Kingfisher’s positioning from day one has been at the premium end of the airlines market. The carrier doesn’t have ‘passengers’, it has ‘guests’ who enjoy personalized video screens with movies on demand, video games and live TV, as well as on-board suit-pressing and gourmet food with six menu choices for each meal. Unsurprisingly, it has become India’s number one airline for customer satisfaction and won a slew of other awards.
BSI on board
With its commitment to ‘customer delight’ Kingfisher went shopping for a 9001 certification body in 2007. Vijay Magan of BSI India’s Mumbai office handled the account.
Comments BSI India’s Country Manager, Venkataram Arabolu: “BSI Management Systems India pitched for the work against stiff competition but was able to demonstrate to Kingfisher’s executive that it understood the airline’s requirements and offered the kind of service that sat comfortably with Kingfisher’s premium positioning.”
Initially through an extensive BSI audit Kingfisher achieved certification for its in-flight services, catering, marketing, quality and guest commitment and its King Club frequent flyer programme; in all covering 598 employees. It has since expanded the certification to include its engineering services operations across a further 32 locations and 748 employees.
Venkataram says of his team’s success: “Our main selling point was our high quality of service delivery that lent our brand to their powerful brand and gave them a competitive advantage.”
Vijay Mallya is also delighted with the result. He notes “This certification, bestowed on Kingfisher Airlines after a stringent audit conducted by BSI Management Systems holds a special place in my heart as I have always believed in providing a world-class airline experience, even in the domestic Indian skies.”
11 January 2008
