Implementation of total quality management. Case study: British Airways

• Author: Madar A.
• Pages: 125-132

Bulletin of the Transilvania University of Braşov

Series V: Economic Sciences • Vol. 8 (57) No. 1 - 2015

Implementation of total quality management

Case study: British Airways

Anca MADAR1

Abstract: Total Quality Management (TQM) has an important role in any company, since

the implementation of this program companies can continuously improve their performance.

Thus, organizations will be able to considerably meet their internal and external clients'

needs in terms of services and products quality, and they will also be able to develop an

efficient and profitable business. The paper analyzes how this concept was implemented by

the British Airways airline, since it is among the first companies that have implemented such

a program.

Key-words: quality, management system, services, products, efficiency.

1. Introduction

The methods to ensure the quality of products and services have evolved

continuously in accordance with the rapid technological and socio-cultural changes,

that have marked the evolution of society, especially in this century. (Băltescu, C.A.,

Boşcor, D., 2014, 65)

Also, in the European Union, the consumer protection policy should be

regarded as a horizontal policy aimed to promoting consumer interests. In addition,

this policy has significant effects on other EU policies such as: Common

Agricultural Policy, environment, transport and energy policy which include rules

regarding consumer rights. (Neacşu N.A. 2011, 52)

These requirements taken into account, integrated quality assurance concepts

have been implemented since the 80s. The starting point of these strategies was the

"new philosophy" defined by Feigenbaum: Total Quality Control.

Of these, particular interest is the concept of total quality managemt used in

parallel, or in relation to the "total quality."

In the definition of total quality management (TQM) more guidelines can be

highlighted.

1 Transilvania University of Braşov, ancamadar@unitbv.ro