The document discusses total quality management (TQM) in the airline industry. TQM aims to achieve customer satisfaction and cost effectiveness through process improvement, customer and employee involvement, and training. Key elements of TQM for airlines include continuous improvement, communication, customer satisfaction, management commitment, teamwork, and process improvement. Implementing TQM in airlines can be difficult due to issues like organizational culture change and measuring effectiveness, but benefits include reduced costs, risks, delays, and improved customer perceptions.

3. Outline Introduction TQM TQM and airline Industry Elements of Tqm in airline Benefits of TQM for airline The Difficulties in Implementing

4. INTRODUCTION Some of the airline problems such as fluctuation of demand (non-steady state) create difficulties in TQM implementation and TQM could only help the industry to cope with such fluctuations

5. To achieve Customer Satisfaction & Cost Effectiveness Focusing on process improvement, customer/employee involvement & training Aims Of TQM in airline industry

6. TQM , Quality Control (QC) and Quality Assurance (QA), QA and QC are applied during project implementation while TQM is a strategic philosophy adopted by an organization and implemented on a continuous basis, even if the organization is waiting to perform a new project

7. Elements of TQM Continuous Improvement Communication Focus on Employees Customer Satisfaction Mgt. Commitment Training Teamwork Process Improvement employees Involvement

8. consistency Reduced risk of failure Improvement in customer perceptions of the organization Reduction in operating cost Reduced delay time Customer Satisfaction Increase in profit Decrease in costs

9. The Difficulties in Implementing TQM in airline industry Fundamental organizational culture change Inadequate knowledge and information about TQM Doubts of employees about management’s intentions Difficulty in measuring the effectiveness of TQM Poor internal communication Difficulty in assessing customer expectations and satisfaction Failure of management to maintain interest and commitment over a long period of time

10. To be able to attain and sustain reasonable objectives To justify the use of resources To identify quality problems To provide standards for establishing comparisons To determine priority areas that requires improvement

11. TQM Measurement in airline Industry Concentrate on the measurement of service ’ since it is a service-intensive industry Other measures could be developed to measure the rework and the effect of the training on minimizing the rework, the effect of improvement in inventory and materials handling and equipment operation Criteria for selecting measurement : Progress Continuous Improvement Forecasting

12. Benchmarking is one of the tools which may be used for obtaining quality improvement in TQM Efficiency Effectiveness Productivity Quality Improvement

13. Mission Reliability Sustainable Profit Convenient Consistent

14. Geographical dispersion mobility of employees Demand Fluctuation contractual relationships susceptibility to weather

15. To face competitor Delays in service safety High price The autocratic characteristics of the management

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