Review of Airline Industry Quality Control: Ensuring Excellence from Ground to Air
คำสำคัญ:
Airline Industry, Quality Control, Service Qualityบทคัดย่อ
This review article aims to present the study of airline industry quality control. Significant challenges and opportunities have impacted its global competitiveness since the airline industry's deregulation in 1987. This paper explores critical strategies for quality control in the airline industry, focusing on Strategic Quality Management (SQM), Six Sigma methodologies, Business Process Reengineering (BPR), and Total Quality Management (TQM). SQM integrates TQM principles with strategic goals, promoting continuous improvement and market adaptability. Six Sigma enhances operational efficiency through data-driven approaches, eliminating defects and optimizing processes. BPR significantly boosts productivity by revamping ticketing systems, maintenance routines, and crew scheduling, leading to operational agility and improved customer experiences. Through systematic feedback integration and performance analytics, TQM emphasizes safety, timeliness, and passenger satisfaction. The paper discusses quality control across pre-flight, in-flight, and post-flight services, highlighting their impact on passenger satisfaction and loyalty. Additionally, it addresses challenges such as operational disruptions, technological advancements, cost balancing, staff training, and regulatory compliance. The findings underscore the importance of a holistic, customer-centric approach to quality management, ensuring sustained competitive advantage and market leadership in the dynamic aviation industry. By integrating these strategies, airlines can enhance service quality and operational efficiency, ultimately securing their place in a competitive market and fostering long-term passenger loyalty.
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