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Organisational Quality Practices for Airlines
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Organizational Quality Practices
in Airlines’ Operations Function by Toto Hardiyanto Subagyo
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Three Elements of
Organization 03/06/11 Organisational Quality Practices Equip&Fac Operatives Customers
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03/06/11 Organisational Quality
Practices 3 ORG.. CONTEXT Past Performance Quality Demand Knowledge 7 CRITICAL SUCCESS FACTORS Customer Relationship Process Orientation & Techniques Motivation and Skills Information Utilisation & Analysis Interdepartmental Interaction Technology & Market Turbulence Awareness Management Behaviour Organisational Quality Practices Model Industry’s Standard Customer’s Requirement Organisation Performance Satisfaction Level Equip&Fac Operatives Customers
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