In order to practice TOM, the main focus was on the British Airways transformation from an engineering based company in one dictated by the market. There are four key factors that contributed to the success of the company, namely: 1. Continuous reduction of costs; 2. Focus on providing excellent customer service at a premium price; 3. Cover growing market through alliances and partnerships; 4. Maximize return on individual flights by investing in computerized reservations. (Law Teacher) In 1987, the year when the company was privatized, the company management believed that to be the best and to be a world-class organization, they have to use the strategies and processes that should create vision and inspire the employees to gain their trust. This could only be possible by implementing TQM program. It was implemented in British Airways' Technical Workshops. The Technical Workshops (hangars) of British Airways are responsible for the overhaul and the repair of aircraft components. In order to be the best in this industry, the management team of British Airways Technical Workshops decided that they must win through teamwork, customer satisfaction, profitability and reputation. Along the "path" to implement TOM, there were identified the following key steps: 1. Conducting a study to diagnose the current position within the technical workshop and reporting results; 2. Obtaining support and a full commitment to TOM concept from all levels of management; 3. Educating staff according to the principles of TOM and facilitate necessary changes in management style; 4. Changes in policies, procedures and work practices that would fit and would facilitate new organizational culture required; 5. Starting the quality improvement process; 6. Reviewing progress made and fostering a sustained commitment from all levels of the organization. Q1. Identify the TOM practices applied by British Airways in accordance to the goals of the organization. (3) Q2. list the advantages of application of Quality principles in manufacturing and service sector. (2) ( with reference to British Airways as an example )