Total Quality Management & Excellence Center

Abstract

The aim of this research – focusing on Sudan Airways (catering department) as a case study - is to shed light on the quality management system in Sudanese food industry by investigating Sudan Aiways problem and its dimensions which reflected in poor management , scarcity of resources, low productivity to analyze the causes of low level of Quality Management after studying its organizational structure , administrative activities and measuring passenger satisfaction and employees performance which will help to determine the causes of the deterioration of services, low productivity and company's losses to identify the impact of the application of quality management system on the development of passenger services in Sudan Airways as an Attempt to answer the main question of the study: What is the impact of the application of quality management on the development of Sudanese Airlines Companies? Field study was concluded by a questionnaire to interview catering employees using the analytical descriptive method and applying the program of Statistical Package for Social Sciences (SPSS) through a variety of statistical techniques such as mean, percentages, ., while the hypotheses verified by chi-square and linear regression. The study revealed many results, most notably that If we increase passenger satisfaction by 0.527, we will increase the opportunity for selecting Sudanair by one unit .The study also found that If we raise workers efficiency by 0.494, we will promote passengers service by one unit . The neutral viewpoint of passengers about the in-flight services and meals quality and the suitability of meals to Sudanese taste was resulted in a weighted mean above the middle for the axis of selecting The study also revealed that weak implementation of quality management system in Sudan Airways catering department significantly impairs its ability to retain old customers and attract new ones. ;. The study also revealed the impact of the negative company image in the mind of customers which makes them negatively hesitant to choose Sudanair , where their decision was adversely influenced by the opinions of others who are defaming Sudanair in all occasions due to a previous bad experience . The main recommendations are: - The company should be aware that the quality of services and passenger satisfaction are as important as the flight safety, if not higher in impact. The company should also define its mission, strategic objectives sudan airways catering department have to apply the system to be an international airline company that by increase the customer and business and profits and decrease the west and non conformity products and presses. Sudan airways must work hardly to a wear and train the employees inside and outside sudan.