Chandra Prakash , Mukesh Kumar Barua , Virendra Balon
Abstract
Due to cut throat competition in the market and demanding customers, airlines need to provide quality services to their passengers. To manage total quality in all functional areas of operations involve complexity, due to multiple considerations by different departments along with external factors. Airlines should concentrate on TQM enablers and prioritize them to improve their performance. This paper presents a model; based on Fuzzy analytic hierarchy process (AHP) to identify weights of the TQM enablers and prioritize them to improve airline performance. By using fuzziness in decision making impreciseness and vagueness of decision makers can be considered easily. This has been done in Indian context through inculcating suggestions and opinions from experts and literature review. This approach gives a more precise, effective and a systematic decision support tool for the ranking of the TQM enablers to improve Indian airlines performance.
Keywords- Total Quality Management, Airline, Fuzzy AHP, India.