Modeling enablers of TQM to improve airline performance

Purpose – The purpose of this paper is to identify and analyze the interactions among different enablers of total quality management (TQM) and its outcome variables in service sector specific to Indian domestic airline industry. No study has been done regarding the implementation of TQM in Indian domestic aviation sector. To fill this gap interpretive structural modeling (ISM) and total interpretive structural modeling (TISM) based quality framework model has been developed to understand the mutual interactions among the variables and to identify the driving and dependence power of these variables. Design/methodology/approach – An ISM and TISM based approach have been used to study and analyze the interactions between identified variables. Findings – In this research work, a total of 14 variables have been identified based on extensive literature review, brainstorming and experts opining from the Indian airline industry and academia. The result showed that top management commitment, training, continuous improvement, benchmarking, employee involvement and commitment have strong driving power and weak dependence power and are at the lowest level in hierarchy in the ISM and TISM model, while the outcome variables of TQM have low driving power but have high dependence power. Practical implications – Top management must stress on variables having strong driving power for efficient implementation of TQM. By implementation of TISM model in the Indian airline industry, organizations would become more productive, competitive and would eventually become more profitable. Originality/value – In this research work, ISM and TISM based quality framework structural model have been proposed for Indian domestic aviation industry which is a new effort in the area of TQM implementation in this sector.