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Course Unit Description
This course explores the essential principles and practices of quality management in the context of passenger services within the aviation industry. It covers the organizational, operational, and managerial aspects of both airports and airlines, focusing on enhancing the passenger experience. Through a combination of theoretical learning, case studies, and practical exercises, students will gain a comprehensive understanding of how quality management approaches contribute to delivering exceptional passenger services.
Learning Outcomes:
By the end of this course, students will be able to:
- Understand the key elements of the aviation and air transportation industry, including its historical development, stakeholders, and regulatory framework.
- Analyze and assess the organization, operations, and management of airports, with an emphasis on optimizing passenger services and quality.
- Analyze and evaluate the organization, operations, and management of airlines, focusing on passenger services and quality enhancement.
- Apply quality management principles and methodologies to enhance passenger services in both airline and airport contexts.
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the standards specified by all assessment criteria.
| Learning Outcomes to be met | Assessment Criteria to be covered | Assessment type | |
| All 1 to 4 | All ACs under LO 1 to 4 | Exams | Term Paper |
Assessment methods will include a combination of the following:
• Written examinations
• Group projects
• Case studies and scenario analysis
• Practical demonstrations of in-flight procedures
• Reflective journals
• Presentations
• Peer evaluations
- “Introduction to the Airline Industry” by Peter Belobaba, Amedeo Odoni, and Cynthia Barnhart
- “Introduction to Airport Management” by Nicole Adler and Paul Stephen Dempsey
- “Airline Operations and Management: A Management Textbook” by Gerald N. Cook and Bruce Billig
- “Total Quality Management: Key Concepts and Case Studies” by Hubert K. Rampersad
Additional Readings:
A list of supplementary readings will be provided throughout the course:
LEARNING OUTCOME 1
- Article: “Aviation Regulation and Licensing: Fundamentals, Practicalities, and Politics” by Ruwantissa Abeyratne (Journal of Air Law and Commerce, Vol. 81, No. 4)
- ICAO Document: “Chicago Convention on International Civil Aviation”
- Website: International Air Transport Association (IATA) – iata.org
- Report: “Aviation and the Environment: A Study of Climate Change Impacts” by National Research Council
LEARNING OUTCOME 2
- Article: “Airport design and passenger flows” by H. S. Sudhira, et al. (Transport Policy, Vol. 14, No. 2)
- Report: “Airport Service Quality (ASQ) Survey” by Airports Council International (ACI)
- Case Study: “Singapore Changi Airport: A Global Benchmark in Passenger Experience” by International Air Transport Association (IATA)
- Website: Airport Cooperative Research Program (ACRP) – Transportation Research Board, National Academies
LEARNING OUTCOME 3
- Article: “The Impact of Service Quality on Airline Passenger Loyalty” by Irfan Ahmed, et al. (Journal of Air Transport Management, Vol. 58)
- Report: “Global Passenger Survey” by International Air Transport Association (IATA)
- Case Study: “Emirates Airlines: Excelling in Customer Service” by Nitin Pangarkar and Gerry Yemen (Emerald Emerging Markets Case Studies, Vol. 6, No. 1)
- Website: International Air Transport Association (IATA) – iata.org
LEARNING OUTCOME 4
- Article: “Quality improvement in aviation industry: a Lean Six Sigma approach” by T. Padmakumar, et al. (International Journal of Productivity and Quality Management, Vol. 23, No. 3)
- Report: “Airport Service Quality (ASQ) Development Manual” by Airports Council International (ACI)
- Case Study: “Improving Airline Customer Service through Lean Six Sigma: The Case of Emirates Airlines” by Wasim Al-Habil (Air Transport Research Society World Conference, 2017)
- Website: American Society for Quality (ASQ) – asq.org
