Improvement Of Operational Productivity Of Maintenance And Engineering Activities Through The Use Of Total Quality Management -a Case Study On Ethiopian Airlines

Total Quality Management (TQM) has become a frequently used term in the discussionsrnregarding quality. The international and national competitive environment is in a process ofrnconstant change by the globalization of markets and increased interdependence of economicrnagents. This process of change has brought increased demands on the organizations’rncompetitiveness and the customers have gained a central role in the organizations’ focus.rnTQM is considered to be an important management philosophy, which supports thernorganizations in their efforts to maintain satisfied customers.rnThe aviation industry is the most safety requiring industry where a single malfunction or faultrnmay lead to the fatal and catastrophic accident of life and property. Organizations engaged inrnthis industry should constantly monitor all tasks in order to assure the safety of flight and tornstay as a working unit in the competitive market and serve their customers. This will comerntrue when existing employees in these organizations are trained to acquire all the demandsrnplaced on this technology and when they are satisfied with the environment in thernorganizations to develop the sense of belongingness and inspiration so as to satisfy andrnexceed their customers’ needs and aspirations.rnIn the aviation industry, operators need to be licensed by regulatory bodies to exist in thernindustry. However, the major focus of these regulatory bodies is conformance to requirementsrninstead of system wise quality management. Hence a need has come for the airlines tornestablish total quality achievement to be better competitors in the industry.rnThis thesis focuses on the improvement of operational productivity of aircraft maintenancernand engineering activities in Ethiopian Airlines through the use of TQM. A thoroughrninvestigation of TQM implementation is conducted in the maintenance and engineeringrndivision of the airline by assessing the accomplishment of the existing quality relatedrnactivities in relation to TQM philosophies. The results obtained by studying thernimplementation of TQM in this division indicate that still a lot of effort is required to achievernproductivity improvement through TQM. The existing “TQM” department in this division isrnactually performing quality assurance activities. This is more elaborated in this study and arnmodel TQM implementation is suggested later to actually obtain the benefits of TQMrnimplementation.

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