Total Quality Management and Malaysia Airlines
VOLUME 4 NUMBER 6
1994
C E L E B R A T E
A N D R E C O R D
Malaysia Airlines’ Corporate Vision and Service Quality Strategy
Abdullah Mat Zaid
Malaysia Airlines’ vision is to become “An Airline of Excellence”, offering the very best to its passengers in terms of safety, comfort, service and punctuality. This vision was amplified by our chairman in the company’s 20th anniversary commemorations in October 1992.
The mission has been stated in three main thrusts as follows:
(1) To make Malaysia Airlines one of the leading standard bearers for the airline industry in terms of safety, efficiency and quality of service. (2) To develop Kuala Lumpur as the preferred gateway into Malaysia and the South-East Asia region. (3) To make Kuala Lumpur a major cargo transhipment area for the Asia-Pacific rim.
Among the key initiatives taken to meet our mission for the future are a fleet modernization and network expansion programme, an upgrading of our in-house maintenance and engineering facilities, development of modern infrastructure and computer systems and training and developing of personnel to meet the needs of the future. In addition, top management has refocused its goal on creating a customer-driven and quality-oriented culture in the launching of the company-wide
Destination Service Excellence (DSE) programme in July 1991. (The DSE programme is an extension of Total Quality Management to provide a clear focus on customer requirements at the heart of business processes in Malaysia Airlines and to create a quality service culture through internal communications and human relations management practices which can firmly reflect the importance the company places on good customer service.)
At the second DSE Convention held by
Malaysia Airlines in October last year, which carried the theme “Enhancing World Class Quality through Competitiveness”, our chairman Tan Sri
Zain Azraai inspired the employees by reiterating
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1994
C E L E B R A T E
A N D R E C O R D
Malaysia Airlines’ Corporate Vision and Service Quality Strategy
Abdullah Mat Zaid
Malaysia Airlines’ vision is to become “An Airline of Excellence”, offering the very best to its passengers in terms of safety, comfort, service and punctuality. This vision was amplified by our chairman in the company’s 20th anniversary commemorations in October 1992.
The mission has been stated in three main thrusts as follows:
(1) To make Malaysia Airlines one of the leading standard bearers for the airline industry in terms of safety, efficiency and quality of service. (2) To develop Kuala Lumpur as the preferred gateway into Malaysia and the South-East Asia region. (3) To make Kuala Lumpur a major cargo transhipment area for the Asia-Pacific rim.
Among the key initiatives taken to meet our mission for the future are a fleet modernization and network expansion programme, an upgrading of our in-house maintenance and engineering facilities, development of modern infrastructure and computer systems and training and developing of personnel to meet the needs of the future. In addition, top management has refocused its goal on creating a customer-driven and quality-oriented culture in the launching of the company-wide
Destination Service Excellence (DSE) programme in July 1991. (The DSE programme is an extension of Total Quality Management to provide a clear focus on customer requirements at the heart of business processes in Malaysia Airlines and to create a quality service culture through internal communications and human relations management practices which can firmly reflect the importance the company places on good customer service.)
At the second DSE Convention held by
Malaysia Airlines in October last year, which carried the theme “Enhancing World Class Quality through Competitiveness”, our chairman Tan Sri
Zain Azraai inspired the employees by reiterating
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