Quality on Course at Swissair

Abstract

Examines the implementation of quality measures at Swissair, a mixed economy limited airline corporation. This was encouraged by the introduction of ISO 9001 certification. Suggests that this was strange in a company where quality is an essential ingredient of air safety and indeed is a permanent state of mind. Concludes that ISO 9001 was a catalyst for progress at both the technical level and in the challenge which it called on Swissair to face.

Citation

Farner, G. (1994), "Quality on Course at Swissair", Managing Service Quality: An International Journal, Vol. 4 No. 3, pp. 19-20. https://doi.org/10.1108/09604529410057738