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
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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
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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
