Learning Outcomes;

• Recognize the importance of quality management theory, principles, and practices applied in businesses on national and international levels. (CLO1)
• Use quality improvement tools and practices for continuous improvement to achieve the organizational change and transformation.( CLO3)
• Develop analytical skills of identifying pitfalls, or quality concerns through assimilated and strategic planning.( CLO4)

Implementation of total quality management Case study: British Airways.

This paper examines how the new concept of total quality management was implemented by the British Airways airline as one of the first companies that have applied such a program.

Read the case study thoughtfully and answer the following questions:

• In the case study, the author demonstrated three views to define the total quality management. Briefly, explain these views and discuss its applicability in today’s organizations? (03 Marks) (250 – 300 words)
• Analyze the British Airways company`s strategic objectives. ( 03 Marks) (100 -150 words )
• Do you think that these objectives will help the company to survive on the global market and outperforms its competitors? ( 03 Marks) (100 -150 words )
• According to the TQM program steps applied in the British airways company, everyone’s` commitment appears to be essential. To which extent do you think this is true and why? ( 03 Marks ) ( 150 – 200 words )
• Discuss the results provided in Table 1, and evaluate the company performance after conducting the TQM program? ( 03 Marks ) ( 150 – 200 words )

• Based on what have learned about total quality management concepts and strategic planning ( Chapter 3 , 5 ) :