Assignment 1
Instructions to search the case study:
1. Via your student services page, log in to the Saudi Digital Library.
2. After your login with your student ID, search for the following case study:
Implementation of total quality management Case study: British Airways.
Authors: MADAR, Anca1 [email protected]
ISSN: 2065-2194.
Learning Outcomes;
1. Recognize the importance of quality management theory, principles, and practices applied in businesses on national and international levels. (CLO1)
2. Use quality improvement tools and practices for continuous improvement to achieve the organizational change and transformation.( CLO3)
3. Develop analytical skills of identifying pitfalls, or quality concerns through assimilated and strategic planning.( CLO4)

Implementation of total quality management Case study: British Airways.
This paper examines how the new concept of total quality management was implemented by the British Airways airline as one of the first companies that have applied such a program.
Read the case study thoughtfully and answer the following questions:
1. In the case study, the author demonstrated three views to define the total quality management. Briefly, explain these views and discuss its applicability in today’s organizations? (03 Marks) (250 – 300 words)
Based on what have learned about total quality management concepts and strategic planning ( Chapter 3 , 5 ) :
2. Analyze the British Airways company`s strategic objectives. ( 03 Marks) (100 -150 words )
3. Do you think that these objectives will help the company to survive on the global market and outperforms its competitors? ( 03 Marks) (100 -150 words )
4. According to the TQM program steps applied in the British airways company, everyone’s` commitment appears to be essential. To which extent do you think this is true and why? ( 03 Marks ) ( 150 – 200 words )
5. Discuss the results provided in Table 1, and evaluate the company performance after conducting the TQM program? ( 03 Marks ) ( 150 – 200 words )