The management of an airport has observed an increase in the levels of passenger dissatisfaction over the past two years. This has been confirmed by passenger surveys, and passengers are increasingly complaining about the length of queues and the level of service delivered by franchisees such as the food outlets and shops. The Operations Director, Louise Wright, has invited you, as a quality management consultant, to advise her as to how to improve service quality in this organisation. Your initial response is to apply the total quality management (TQM) approach. Discuss the thinking behind this approach and highlight the problems that organizations often face when implementing TQM. - Based on the above short case study, discuss 4 costs of internal failures and 4 costs of external failures. Why is it important for companies to measure and report quality costs? - Discuss techniques / ways to reduce quality costs.