Essays on The Impact of TQM on Training and Development on Costumer Services Staff in Saudi Airlines Research Proposal

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The paper "The Impact of TQM on Training and Development on Costumer Services Staff in Saudi Airlines" is a good example of a management research proposal. Each organization treats quality as an important aspect of its operations. To build a brand name, quality management is a very crucial component. In the aviation industry, quality in service delivery is essential in ensuring the success of any airline. Quality management in airlines basically involves customer satisfaction, growth and learning. It can be defined as the overseeing of tasks and activities that are necessary to maintain the level of excellence any organization desires.

In the airline's industry, areas, where excellence is desired, include delivery of services, customer and employee safety and customer satisfaction. What impact does Quality management has on training and development of the customer service staff? Better quality management models ensure higher levels of excellence. Training and development aim at ensuring better performance of an organization by focusing on the individuals within it and bettering their skills. It thus follows that quality management has a positive impact on the development and training of employees.

Additionally, both human resource management practices and quality management practices affect the performance of an organization. Statement of the problem Quality management practices are important in all competitive industries. They ensure that an organization improves and maintains the quality of the products they offer. The available literature in this area mainly focusses on the integration of quality assurance and strategic management. The airline industry is very competitive and in recent years, it has become an important player in the global economy. Given the importance the industry plays in the global economy, it is necessary to conduct a study that looks into how quality management has impacted training and development, especially in customer service staff. Research questions The main research question this study aims to answer is what effects do quality management practices have on the training and development of employees in Saudi Arabian Airlines?

The study will further address the following research sub-questions. What quality management practices do the airline has in place? What qualities/characteristics of employees does the airline aim to achieve? How has quality management, training and development affected the airline’ s performance and delivery of service? Literature review The airline industry is important in the global economy in that it is required in the transportation of goods and people around the world.

It is a sensitive industry in that many factors influence it. The factors that influence the airline industry include competition, wars, global business cycles and government regulations (Vaara, Kleymann & Seristoe, 2004). There are three main characteristics of the airline industry that influence Human Resource Management in one way or another. The three are high competition levels in the industry, service orientation and the industry’ s safety sensitivity (Appelbaum & Fewster, 2002). The airline industry is highly competitive and over time, has become exposed to competition (Gudmundsson, 2002).

Deregulation by various governments, which has been taking place in recent years, is the main reason why competition has stiffened (Eaton, 2001). The industry has transformed from being non-labour-sensitive to being very labor sensitive. This has had several impacts on labour-management and relations to it such as part-time positions and redundancies (Gil, 1990). In addition to that, deregulation has enabled privatization of most functions and the entry of private airlines.

It has made it possible for Low-cost carriers to enter into the industry thereby increasing the price pressure (Lawton, 2002). Low-Cost carriers have resulted in an increased competition given the cheap fares they offer. These carriers are able to offer the low fares by operating in second-tier airports, leasing of aircraft as opposed to purchasing them and by selling tickets through direct channels, especially the Internet (Blyton et al. 2003).


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