TQM Practices in Travel Services—A Case Study

Abstract

In this paper the conjecture is that the quality of its service enables a company to satisfy and retain customers. It is only the process capability that enables a company to do so profitably and consistently in the long run. A case study of effective Total Quality Management (TQM) practice by an Indian company shows that the best practices in TQM implementation, particularly in the travel services are: providing information to reduce transaction and waiting times, using feedback to identify new segments and customer expectations, designing various customer opinion capturing devices for different operational needs and logging, monitoring, analyzing and stipulating deadlines for solving problems and implementing schemes. The findings of the study may provide useful points for companies intending to benchmark against those appropriate to them.