airline industry
DESCRIPTION
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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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