An international survey of the nature and prevalence of quality management systems in airports

This paper examines the importance of quality systems to airport managers in improving airport operations whilst faced with an increasingly complex and competitive operating environment. The authors present their findings from a recent international survey of the world's busiest 200 airports into the nature of airports' quality management. The paper also includes material on the ways best practice benchmarking is being employed by airport managers. A review of the literature on quality management by airports is also included.