Founded in 1920, Queensland and Northern Territory Aerial Services Limited (QANTAS)—proudly known as "the Spirit of Australia"—stands as one of the world’s most iconic brands and a leader in long-distance travel. The Qantas Group encompasses the flagship Qantas and Jetstar airlines, Qantas Freight Enterprises, and the Qantas Frequent Flyer Loyalty business.
Together, these brands have elevated Australian aviation and shaped the global airline landscape.
However, like any large organisation, the Qantas Group faces operational challenges that demand sophisticated solutions to uphold its commitment to quality and customer satisfaction.
The Business Challenge
Within Qantas’s CIO organisation, significant inconsistencies in quality assurance and engineering practices emerged across domain portfolios, creating delivery bottlenecks, including:
Redundant Tools: Multiple tools increased licensing costs.
Incompatible Processes: Integration and end-to-end testing were complicated by non-aligned processes.
Extended Delivery Timelines: Prolonged timelines led to inflated budgets and added complexity.
These challenges were more than operational obstacles—they impacted customer satisfaction, emphasising the need for a streamlined and unified IT service delivery approach to support engineering excellence.
The Solution: A Quality Engineering Framework
To address these issues, Conexxia partnered with Qantas’s CIO engineering team and key domain engineers to define and implement a robust Quality Engineering framework. This framework, built around four pillars—People, Practice, Technology, and Product—was designed to eliminate inefficiencies and elevate quality assurance practices across the organisation.
Benefits and Wins
The Quality Engineering framework introduced by Conexxia resulted in transformative improvements across multiple dimensions, including:
Enhanced Customer Empathy: Early identification and communication of quality threats has heightened customer-centric engineering.
Reduced Delays: By minimising handoffs, delivery phases are faster and more efficient.
Defect Prevention: Building products correctly from the outset has reduced the need for costly rework.
Broader Risk Management: Quality threats are assessed more holistically, beyond mere functionality.
Accelerated Feedback Loops: Advanced technology supports faster feedback, enabling swift insights and adjustments.
Automation and Self-Service Tools: By reducing developer distractions, automation has streamlined workflows.
Product Health Insights: Active interpretation of product signals has improved insight into product health and performance, empowering proactive decisions.
Early Risk Mitigation and Rapid Resolution: Preventative actions and timely mitigations have enhanced efficiency and reliability.
This alignment of Qantas’s IT service delivery with the Quality Engineering framework has not only simplified engineering practices but also helped strengthen customer satisfaction — a core pillar of Qantas's long-standing reputation.
About Dr. Ibrahim Raad
Ibrahim is PhD in Engineering and has been working in the Quality Engineering space for the past two decades. As Head of Engineering at Conexxia, he has been sharing his expert, creative insights and passion bringing Quality Engineering in the application development, with public and private sector businesses across APAC.
If you’d like to continue the discussion, connect with Ibrahim on LinkedIn or book a meeting to learn more about how Quality Engineering can elevate your organisation.
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