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Outline Introduction

TQM

TQM and airline Industry

Elements of Tqm in airline Benefits of TQM for airline

The Difficulties in Implementing

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INTRODUCTION

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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

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

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To achieve Customer Satisfaction & Cost EffectivenessTo achieve Customer Satisfaction & Cost Effectiveness

Focusing on process improvement, customer/employee involvement & trainingFocusing on process improvement, customer/employee involvement & training

AimsOf

TQM in airlineindustry

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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

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Elements

of

TQMContinuous ImprovementContinuous Improvement

CommunicationCommunicationFocus on EmployeesFocus on Employees

Customer SatisfactionCustomer Satisfaction

Mgt. CommitmentMgt. Commitment

TrainingTraining

TeamworkTeamwork

Process ImprovementProcess Improvement

employees Involvementemployees Involvement

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consistencyconsistency

Reduced risk of failure Reduced risk of failure

Improvement in customer perceptions of the organization

Improvement in customer perceptions of the organization

Reduction in operating cost Reduction in operating cost

Reduced delay timeReduced delay time

Customer SatisfactionCustomer Satisfaction

Increase in profitIncrease in profit

Decrease in costsDecrease in costs

The Difficulties in Implementing TQM in airline industry

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Fundamental organizational culture changeFundamental organizational culture change

Inadequate knowledge and information about TQMInadequate knowledge and information about TQM

Doubts of employees about management’s intentionsDoubts of employees about management’s intentions

Difficulty in measuring the effectiveness of TQMDifficulty in measuring the effectiveness of TQM

Poor internal communicationPoor internal communication

Difficulty in assessing customer expectations and satisfaction

Difficulty in assessing customer expectations and satisfaction

Failure of management to maintain interest and commitment over a long period of time

Failure of management to maintain interest and commitment over a long period of time

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To be able to attain and sustain reasonable objectivesTo be able to attain and sustain reasonable objectives

To justify the use of resourcesTo justify the use of resources

To identify quality problemsTo identify quality problems

To provide standards for establishing comparisonsTo provide standards for establishing comparisons

To determine priority areas that requires improvementTo determine priority areas that requires improvement

TQM Measurement in airline Industry

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Concentrate on the measurement of service ’ since it is a service-intensive 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

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:

Criteria for selecting measurement:

ProgressProgress ContinuousImprovement

ContinuousImprovement ForecastingForecasting

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Benchmarking is one of the tools which may be used for obtaining quality improvement in TQM

Benchmarking is one of the tools which may be used for obtaining quality improvement in TQM

EfficiencyEfficiency

EffectivenessEffectiveness

ProductivityProductivity

QualityQuality

ImprovementImprovement

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Mission

Reliability Sustainable ProfitConvenient Consistent

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Geographical dispersionGeographical dispersion

mobility of employeesmobility of employees

Demand FluctuationDemand Fluctuation

contractual relationshipscontractual relationships

susceptibility to weathersusceptibility to weather

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To face competitor To face competitor

Delays in serviceDelays in service

safetysafety

High priceHigh price

The autocratic characteristics of the managementThe autocratic characteristics of the management

THANK YOU

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