(a) How could TQM (total quality management) tools be used for improving the service quality of an airline (provide specific examples illustrating the use of specific tools)?

(b) Provide examples of internal and external failure costs relevant to an airline.

(c) There are four categories of costs of quality. Which categories are captured in the quality loss function? Which category is relatively difficult to measure? Why?

Q2. (a) How could TQM (total quality management) tools be used for improving the service quality of an airline (provide specific examples illustrating the use of specific tools)? (b) Provide examples of internal and external failure costs relevant to an airline. (c) There are four categories of costs of quality. Which categories are captured in the quality loss function? Which category is relatively difficult to measure? Why