Study The Impact of TQM on Aviation Performance & Stakeholder Satisfaction

Total Quality Management (TQM) is a management philosophy which focuses on the work process and people, with the major concern for satisfying customers and improving the organizational performance. It involves the proper coordination of work processes which allows
for continuous improvement in all business units with the aim of meeting or surpassing customer’s expectations. It emphasizes the totality of quality in all facets of an organization with the aim of reducing waste and rework to reduce cost and increase efficiency in production.

TQM is applicable to any organization irrespective of size, and motives, even the public sector organization are fast adopting the ideology in order to make them effective in meeting public demands. However, the adoption of the ideology by the most organization has been hampered due to their noncompliance with the procedures and principles of TQM implementation. While some organization, run TQM like a program which they expect to function and perform the magic all by itself, others have used a half-hearted approach to it, by using some bits and pieces of the principles.

This has accounted for the failure of the most organization in meeting up to their expected target from implementing this ideology. There is a need to continue to buttress the benefits that accrue to organizations from the implementation of TQM, especially in developing economies, such as India where the adoption of these principles seems farfetched to organizations. The Indian Aviation industry gives us a true picture of the shortcomings of organizations in their quest to make a profit at the expense of quality. With the spate of changes going on in the country due to government reforms, the nature of competition seems to be changing from what it used to be. The influx of foreign and local investors into different sectors of the economy has given rise to intense competition, thus the need for organizations to look internally into their operational procedures and change strategically to meet up with the challenges.

The problems of poor services have consistently characterized the Indian aviation industry, with the different stakeholders accusing one another of the inefficiency in service delivery. Even with new investors entering into the sector and adopting the TQM ideology, which has no doubt given the industry a facelift, there still persists an array of complaints by passengers making use of these services. This research aims to find out the quality level of Air India and the problems with the implementation of TQM and also will assess the effect of TQM implementation on the airline industry.

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