The SAS approach to Quality

Asserts that once it is realised that quality is the key to efficiency, a “commitment to quality” becomes a natural consequence. Contends that in the future SAS will see the results ‐ increased profitability through the right quality. Describes the airline′s long‐term objectives to expand and prosper in a de‐regulated airline industry. Concentrates on three strategic development areas: service standards; operational standards; technical standards. Describes the formation of a quality information training programme. Discusses lessons learned about corporate management. Stresses the value of TQM. Asserts that the quality work will significantly influence the overall target of increased profitability and satisfied customers.