Vol.5, No.4, November 2016.                                                                                                              ISSN: 2217-8309

                                                                                                                                                           eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

Optimization of Business processes in Airport Services Company in Macedonia using the TQM Philosophy


Elizabeta Mitreva, Goranco Angelovski, Oliver Filiposki, Nako Taskov, Hristijan Gjorshevski


© 2016 Elizabeta Mitreva et al, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 5, Issue 4, Pages 507-514, ISSN 2217-8309, DOI: 10.18421/TEM54-15, November 2016.




This study is to show a full diagnostic to some of the business processes in the company for airport services in Macedonia was made. The methodology of TQM (Total Quality Management) system was applied in the company, especially in the sector for de-icing and protection against frost on aircrafts. With the implementation of this system, an optimal solution was found for uninterrupted operation in the airport traffic. In this way there was a change in the company paradigm – do not work hard but smart, with a constant improvement of processes, while taking into account the needs and desires of customers and profit. This research shows that other methods and techniques were applied such as Pareto Diagram, Ishikawa approach, Checklist, Map of trends, all in order to identify problems and find an optimal solution.


Keywords – Total Quality Management (TQM), Quality improvement, flowchart, Pareto diagram, Ishikawa approach, checklist .



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