Strategic quality management in the single-terminal airport: An investigation with a focus on the passenger operational processes
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Airport management in general, and the management of passenger operations in particular is a complex process, whether in the multi-terminal airport or in the single-terminal airport, although most of the services are provided by different providers. However, airport management seeks to achieve the best performance. The past few decades have witnessed the transition of the application of quality concepts from the field of manufacturing to the service sector, which has proved successful in the diversified service industries. Therefore, it is possible to adopt strategic quality management practices and tools to be applied to the single-terminal airport. In an airport, where security, safety and quality of operations are the critical concerns, the scope of strategic quality management ensures that airport management can provide service in accordance with international standards. Strategic Quality Management (SQM) is concerned with the strategic aspect of the organization, which is usually produced by the complexity of the airport, this complexity often leads to many critical concerns including quality of service, classification issues, standards of passenger service and air freight. Airport management is obliged to be able to address those issues by improving performance and competition in terms of customer focus and continuous improvement. A new SQM framework was developed in order to find the relationship between the phases of strategic quality management and quality management concepts, along with a focus on the passenger's service processes through developing best practices of those processes using the Service Blueprint technique to analyze and present passenger service operations. The proposed framework was developed to manage the complexity of airport operations and it was validated via an expert review process
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