"Instead of thinking about where you are ...... think about where you want to be"

The Quality Tracking Programme (QTP) from Skytrax, offers airlines the opportunity to monitor consistency levels across front-line product and service quality, an an independent and professional format.

The understanding of dynamic relationships between quality standards and expansion has been closely examined by Skytrax for many years, and was the primary driver behind the creation of the QTP.

The QTP evaluates every product or service weakness applying a complex "cause, effect and remedy" solution, providing an unrivalled level of accuracy for service quality assessment.

Every aspect of front-line quality is quantified on a stand-alone and competitive performance basis - the stand-alone measurement being a key feature. In this way, QTP will track quality standards so real-time quality analysis and change can be achieved.

QTP analyses standards on a regular basis (monthly/bimonthly/quarterly or biannual), through which the airline is able to accurately monitor quality success or failure issues. For example, does a quality decline occur at a time of increased introduction of new front-line staff - is it simultaneous with a change in service procedures or product delivery ? Does it reflect a fall in staff attitudes after changes in working practices / conditions ? Is it route related ? These and many more options are considered and assessed.

A major factor of QTP is assessing the success with which the Quality "vision" of the airline management is being achieved in the front-line realities.

 

Through the accurate, independent QTP measurement and analysis, an airline can empower itself with the greatest ability to maintain and develop quality standards through expansion.

Continuous feedback from the QTP is used to maintain and develop overall service quality for the airline - it can trigger real-time alerts to notify relevant service heads of serious issues, and immediately correct problems. QTP uses a unique Scorelist, to provide airline management with objective, customer service performance metrics.

Learning that service weaknesses prevail, or that a delivered product is not matching designed quality targets are by themselves not of real benefit to the airline. If something is wrong, the airline requires effective solutions for achieving change - and clear policies to maintain quality improvement. QTP provides a focussed approach to development, strengthening and sustainment of Quality levels - to evaluate, define and coordinate all front-line product and service delivery implementations.

The QTP provides a key tool for effective quality improvement initiatives. Airlines can apply QTP to establish the initial or baseline level of performance and to re-measure performance after quality improvement intervention has begun, or more commonly it is applied to co-joint analysis of customer satisfaction levels.

The depth of resources and database information maintained by SKYTRAX is unrivalled - offering data access for more than 450 airlines worldwide.

QTP speed of tracking and validity of Quality analysis is imperative - particularly applicable to airlines conducting trials or evaluations of potential product and service changes.



AIRLINE ALLIANCE QUALITY TRACKING PROGRAMME

The QTP is also designated for use by airline Alliances - both for measuring member airline's compliance against Alliance standards, as well as assessing competitive performance levels : within either a single Alliance or versus competitor Alliance member airlines.

QTP also provides a number of Market Research opportunities, when combined with the resources provided by the Skytrax Business Research Group (BRG).

In recent years, this has been deployed to measure a variety of Alliance factors - brand awareness across different regions of the world, Alliance advertising awareness, Alliance Advertising impact etc.

For more information about the airline Quality Tracking programme, please contact :

Mr Peter Miller
Director Marketing
SKYTRAX GROUP

Email: miller@airlinequality.com