RESOLVING PROBLEMS "BEFORE" THEY BECOME A CUSTOMER ISSUE ....

Airlines depend on their customers and need to both understand and pre-empt their current and future needs, as well as meeting requirements and striving to exceed general expectations.

People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

Identifying constraints to performance - evaluating performance against goals and objectives - seeking opportunities to enhance competence, knowledge and experience - accepting ownership of, and discussing problems and issues.

How can you deliver products and services that consistently meet or exceed customer expectations ? How can you drive quality improvement throughout your airline, and align with corporate goals as the airline business changes ?

The airline industry demands continual improvement in many or all aspects of performance. Before, during and after the product and services have been delivered, quality must be monitored and adapted.

A process-centred view of product and service quality is essential. Managing the multitude of factors that affect quality can be difficult considering the complex nature of this industry - involving multiple departments within and across the airline, and globally dispersed suppliers, facilities and customers.

The central ethos of a Quality Objective Programme (QOP) is to identify, address and rectify any weaker links - to achieve lasting change. QOP seeks to identify emerging issues, determine root causes, and resolve any quality issues before they become customer problems.

The QOP is focussed on the clearest definition and application of "achievable" and "workable" Quality Objectives.

Defining precise Quality "expectations" for every element of the airline's service and product delivery to customers. In the airport, the catering dept, the training dept, product development, cabin services - and other areas.



NOT ANOTHER TRAINING PROGRAMME

The QOP is not another training programme. Whilst training is important in all key areas, we do not see "pure" training as the method by which any airline can be looking to achieve Quality leadership.

The QOP provides a focussed and inter-active approach to development, strengthening and sustainment of Quality levels. The QOP function is to evaluate, define and coordinate for the client all of the front-line product and service delivery implementations.

Empowering staff with customer satisfaction assessment and knowledge, together with perception awareness is a major requirement to achieve the defined quality standards. The QOP is spread across all levels of an airline management, with the definition and achievement of individual objectives as the core functions.

Every aspect of the client airline's front-line quality is dependent upon "people". The QOP is focussed upon enhancing each section of service - to ensure the airline is achieving the optimum "top" Quality service.

The QOP is dedicated to empowering staff with the knowledge of "what and how" in customer service Expectation - and critically, to empowering staff with a detailed breakdown of customer s Perceptions.

Understanding and improving the relationship that exists between staff performance and customer satisfaction is "critical".

The QOP aggregates information from all relevant sources in the client airline's product and service delivery chain. This aggregated information is compared in real time against service level objectives to check both internal and customer service level commitments and compliance.

For more information about the QOP, and to enquire about any of our research & advisory services, please contact :

Mr Peter Miller
Director Marketing
SKYTRAX GROUP

Email: miller@airlinequality.com