An Approach to Improve Aviation Quality Management Using Total Quality Management Principles

Abstract

In today’s competitive economic environment, aviation industry realizes more and more the importance of ensuring a positive customer experience. Airline owners and stakeholders have over the years shifted their focus from “larger and faster” equipment to awareness in addressing customer wants and needs. Airports too, have come to realize the quality of the passenger experience correlates directly, along with aerodrome security and emergency response capabilities, in garnering new airlines and expanding revenue. For any aviation organization, the primary goal is to improve financially, physically, and organizationally at the least possible cost. This paper proposes the concept of Total Quality Management (TQM) for both airports and airlines as a “systems approach” to manage the aviation quality. The ultimate focus of this paper is to enhance the overall departmental effectiveness and overall employee efficiency in providing quality customer-oriented aviation. To prepare for aviation quality management, the paper presents an overview study of elements, function, and methodologies of TQM. An attempt is made to show how TQM can be taken from theory and operationalized at aviation processes. Exclusive attention is paid on aircraft maintenance and safety management in which the influence of TQM principles is reported in this paper. The possible limitations for this attempt and further research avenues are addressed at the end.