The primary focus of Total Quality Management (TQM) is to improve the quality of an organization's outputs (i.e., goods and services) through continuous improvement of internal practices (Barone, 2021..
The primary focus of Total Quality Management (TQM) is to improve the quality of an organization's outputs (i.e., goods and services) through continuous improvement of internal practices (Barone, 2021). TQM is commonly used in detecting and reducing (or eliminating) errors in manufacturing, streamlining supply chain management, improving customer services, and ensuring proper employee training. Airline services are performed by an airline when transporting passengers, freight, and mail. Many airline passengers consider airline services to be more important than price (Derrick, 2019). The purpose of this study is two-folded. First, to showcase the impact of TQM on airline services, such as safety, customer satisfaction, punctuality, and baggage delivery. Second, to highlight the risks, costs, and challenges of implementing TQM in airline services. The work-in-progress study concludes by offering recommendations for practitioners and airline management when implementing TQM in airline services and moving towards business excellence.
