5- A recent Gallup poll of 519 adults who flew in the past year found the following number of complaints about flying:

cramped seats (45), cost (16), dislike or fear of flying (57), security measures (119), poor service (12), connecting flight problems (8), overcrowded planes (42), late planes/waits (57), food (7), lost luggage (7), and other (51).

If you were managing an airline, what two or three specific issues would you tackle to improve customer service? Why? Which tools of TQM did you use? Draw and explain it.

(15%)