GENERAL SIR JOHN KOTELAWALA DEFENSE UNIVERSITY

DEPARTMENT OF AERONAUTICAL ENGINEERING

Assignment-III

Name : DMBD Dissanayake

Reg. No : D/ENG/18/0047
Intake : 35/AE
Subject : Aviation Quality Management
PDF used for the Assignment III
Date : 31.05.2021
Here I used the PDF of, Total Quality Management in Airline Industry (researchgate.net) for this
assignment.

1. What was the issue that they experience to make them to use TQM concepts to
rectify the issue?

Every service or product supplying organization should implement strategies to supply quality
product or service along with this rapid technological and socio-cultural evolution nowadays just
because of the world is developing rapidly. Therefore new governmental policies such as
customer protection policies and consumer rights have been implemented. That has resulted in
the TQM to be present to give quality products to customers. By giving the customers a
reasonable price, quality assurance, timely delivery and reliability of the product or service TQM
is important for giving customer satisfaction. In the competition among industries process
optimizing gives long term benefits. Therefore, lack of product of service optimization is an issue
that initiate to TQM. The key to success of that business is the standard of the organization.
Therefore, trying to develop the standards of entire organization is done by implementing the
TQM concepts. Analyzing each member of the organization to incorporate with new
management strategies to enhance quality is a method to do that as it is analyzed by the client.
Here the profit can be decreased due to lack performance. Therefore the TQM help in this issue
by developing a successful climatic work system with high performance handling common
business functions. Collective objectives of the organization can be achieved optimally with the
help of that system. Anyway the wrongful decision may cause profit losses to any organization.
So in order to make accurate decisions, achieve consiliences and predict based on history, the
TQM will help to understand the correct facts. From an ambient TQM plan in the organization,
miscommunication issues can be leveled to a minimum furtherly. Therefore for a better final
outcome, every employee will get along with their objectives, the quality policies, the guiding
principles, and crucial activities of the organization.

2. What are the TQM concepts that they have used?

There are 6C’s concept under TQM which include

i. Commitment
ii. Culture
iii. Control
iv. Customer focus
v. Cooperation, and
vi. Continuous improvement.
 Figure 1: 6C’s concept under TQM

Also they have used the PDCA cycle to overcome all problems on quality aspect.

Figure 2: PDCA cycle

There are some strategies taken to implementing TQM system according to the PDF as below.

 The administration controls important steps to make company meets the clients’
requirements.
 Management foresees how the team is formed for improvement of step effort.
 The impetus of the TQM efforts is headed by a guiding council.
 The heads provide separately to the efforts by hosting outlining, practicing, tutoring, or
other ways.
 The higher administration studies and makes decisions to be committed TQM. Total
Quality Management’s accepted as one of the company’s plans.
 The company examines the present cultures, fulfilling clients’ needs.
 TQM main idea is expanded on the base of procedures above.
 The company prioritize for customers’ demands and solution to satisfy the customers.
In order to overcome problems, they have used these TQM in the following areas.

 Communication
 Procedures.
 Provisions and conditions.
 Attitude.
 Execution of changes.
 Connection
 Way the staffs view the management by the company.
 Administrative style.

1) What was the progress that they obtained after implementation of TQM concepts?

Briefly, they were able to achieve,

 Increase client fulfillments.

 More sales, more profits.
 Higher customer satisfaction.
 Decrease resource waste.
 Increased productivity.
 Low product rejection.
 Decision making according to TQM.
 Reduction in cost.
 Continuous growth and improvement in the organization.
 Perfect performance on the first try.
 Lowering costs continuously
 Fulfil the clients’ needs perfectly at a whopping price
 Covering business growth by connections & cooperation Improvement in the
organizations' stature
 Increased revenue.
 Rapid recognition of mistakes and issues.
 Increased employees’ efficiency.
 Increment in the readerships on a lengthier time.
 Motivated workforce.