The effects of total quality management practices on competitiveness: An airline management case

The main purpose of this study is to examine the effects the total quality management philosophy on competitive advantage in the context of airline companies. The change in the general market structures with the effect of rapid globalization and technological developments has made the concept of quality an important competitive element. With the effect of this change, new management approaches have emerged in businesses. One of these new management approaches is the philosophy of total quality management. TQM philosophy; management's leadership, customer focus, teamwork, full participation, prevention-oriented approach, employee training and continuous improvement. Total quality management is an understanding that aims to increase the quality of businesses, determines the focus of customer requests and needs, and shows continuous improvement. In this study, the relationship between total quality management and competition, which emerged with the development of the concept of quality, was examined. Qualitative research methods were used in the study. The document analysis method was used to collect the data of the research. In addition, data were obtained by interviewing the senior managers of the mentioned airline company. TQM principles, which are thought to affect competition, were analyzed with the findings obtained within the research. As a result of the research, it has been understood that airline companies gain a competitive advantage if they give the necessary importance to quality.