Introduction to Quality Management, Basic concepts of Quality, Historical Background, Quality in Goods, Quality in Services, Measuring Quality, Total Quality Management, Quality Standards and Certification, ISO 9000 Quality Management System, Quality Assurance Concepts, Industry Specific Standards. Quality in Aviation; Quality and Safety, Human Factors, The Quality Manager, Quality Systems in Aviation. Service Performance; The Service Management System, Service Management Techniques, Service Blue Printing. Resource Panning; Resource Allocation Techniques, Resource Allocation in Aviation, Output Maximization, Operations Planning.