Total Quality Management Theory
Total Quality Management Development
How Total Quality Management (TQM) Theory can be applied to improve the airport passenger handling
Total Quality Management (TQM) specifically deals with work process and people. Implementation of TQM calls for team work and employee involvement. All operations, suppliers, and customers have to be involved. Besides, it also calls for performance measurement. TQM is normally implemented by business organizations to satisfy its customers. It improves organizational performance (Asher, 1996).
Work processes have to be coordinated for continuous improvement in business units to be realized. The underlying reason behind this is meeting customer expectations. TQM endeavors a scenario where quality is enhanced in all facets of an organization while costs are kept at bare minimum. Any organization irrespective of its size can implement TQM especially if it wants to meet the demands of the customers. A major setback has however been the non-compliance of these organizations with the principles and procedures of TQM implementation (Asher, 1996). A number of organizations run TQM as a program that can perform magic by itself. Some organizations have also failed to achieve the customer satisfaction bit because of selective use of the principles.
Leading world airlines have their unique problems with respect to passenger handling. There have always been issues related to luggage loss, cancellation of flights, and diversion of flights due to poor weather conditions, power black-out, and some myriad issues that lead to customer dissatisfaction. All these are summed up into inefficient service delivery. Customers never shy away from expressing their dissatisfaction about the kind of services they are offered. Because of the deregulation of the airline industry airlines have taken to setting fares and service levels based on the market situation. This has sparked competition among industry players. For an airline to gain competitive advantage over the other it has to outshine its rival.
Customer satisfaction is the in-thing in the aviation industry and the industry players are putting in much effort to elbow others out of their territory (Asher, 1996). Quality management is therefore an integral part of the airline's business operation if they endeavor to improve their services to meet customers' expectations. This...
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