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Quality Management in Aviation Industry

Quality Management in Aviation Industry

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Published by Michelle Peterson

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Published by: Michelle Peterson on Jan 08, 2014
Copyright:Attribution Non-commercial

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06/05/2014

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2
 
Quality
Management in
Aviation Industry
 
[Yusra Anwar-4592736] [Noor Ul Huda S Hussein-4601695] [Khulood Moosa-4559216] [Fatima Faris-4575271]
 
 
   Q  u  a   l   i   t  y   M  a  n  a  g  e  m  e  n   t   i  n   A  v   i  a   t   i  o  n   I  n   d  u  s   t  r  y 
1
Abstract
 
In this paper, we try to explore the concept of Quality Management in a holistic context.
Quality is one of the sources of competitive advantage in today‟s business.
Quality in aviation is linked to wide range of security issues and no other production industry raises such big interest of spectators, as the aviation industry does. The most important quality improvement factors are seen as top management commitment, customer satisfaction, common vision, corporates culture changes. Most important reasons for setting up quality programs are strategic issues, cost control or reduction, customer retention and quality initiatives of competitors.
 
 
   Q  u  a   l   i   t  y   M  a  n  a  g  e  m  e  n   t   i  n   A  v   i  a   t   i  o  n   I  n   d  u  s   t  r  y 
2
Introduction
 
In today‟s competitive environment, airlines and airport realizes the
importance of customer experiences and their satisfaction. Airlines owners
and stakeholders have over the year shifted their focus from “lager and faster” equipment‟s to awareness in addressing customer wants.
 Airlines have realized that quality in passenger experience co-relates directly with aerodrome security and emergence response capabilities in expanding revenues. This chapter reviews the concept of quality by accessing the various definitions and views of the different authors. A general frame-work of what quality is all about and is discussed under the various elements of quality.
The literature looks at the concepts of service quality and how it‟s been
accessed by organization and customers. It will also talks about the various quality awards that are awarded to airlines achieving the highest Quality performance.

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