The status of quality management in the airline industry

This paper describes the use of Quality Management in passenger and cargo transport in the airline industry. Quality management efforts in the area of airplane maintenance are not discussed. The paper is based on six in-depth case studies of airline companies in Europe and North America and on the survey "Total Quality Management in the Airline Industry." (Koller 1996) Finally, the paper describes problems and success factors in the development of a TQM concept for the airline industry.