Is this project an undergraduate, graduate, or faculty project?
Graduate
group
What campus are you from?
Daytona Beach
Authors' Class Standing
Arwa Alshamikh, Graduate Student Hanan Alshahrani, Graduate Student Soumedh Trivedy, Graduate Student Rogeio Gracia Otalvaro, Graduate Student
Lead Presenter's Name
Soumedh Trivedy
Faculty Mentor Name
Dr. Sohel Imroz
Abstract
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.
Did this research project receive funding support from the Office of Undergraduate Research.
No
Impact of Total Quality Management (TQM) on Airline Services
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.