Problem: A cross-functional team for a midsized airline has examined the key findings of a customer satisfaction survey, which was conducted by a trade association for airlines. The survey results indicate that customers are dissatisfied in three areas: 1) the cost of airline tickets; 2) excessive wait time (including telephone reservations, check-in lines, flight delays); and 3) lost or misdirected baggage. The team also gathered data from internal customer service records, analysed the data in relation to the trade association survey result and developed a proposed process improvement initiative focusing on the baggage routing errors. The quality manager has taken the teams proposal to the executive committee (EC) for approval to implement.

The EC reviews the proposal, along with a summary report of the trade association survey and tells the quality manager that they want to see all three key findings addressed in a companywide process improvement initiative. The EC will support this larger initiative by assigning staff as needed from various affected departments to any teams the quality manager thinks should be formed, but the quality manager will be responsible for leading and coordinating the effort.

As a consultant, describe how the quality manager should respond to the EC, including the roles the EC and the quality manager will have, as well as potential obstacles to the initiative and appropriate strategies for overcoming those obstacles