Airlines depend on 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 the 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 focus of the Star Ranking Development Audit (SRDA) is identifying, addressing and rectifying every weak link, to achieve lasting change. SRDA identifies emerging issues, changing customer expectations and trends, and primarily seeks to determine root causes of any quality failures. Priority is given to resolving any quality issues before they become customer problems. It is focussed on the clearest definition and application of "achievable" and "workable" Quality Objectives.

The SRDA sets precise Quality Benchmarks for every element of an airline's service and product delivery to customers. In the airport, catering dept, training dept, product development, cabin services - and all other front-line areas across the airport and onboard experience.

The SRDA provides a focussed and inter-active approach to development, strengthening and sustainment of Quality levels, by professional evaluation, definition and coordination for all front-line product and service delivery implementations. The SRDA is spread across all levels of airline management, with definition and achievement of individual objectives as the core functions.

With every aspect of airline front-line quality being dependent upon people, the SRDA is focussed upon enhancing each section of service - to ensure the most consistent, optimum Quality service.  The SRDA 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 information about the SRDA, and Skytrax services, please contact :

Mr Peter Miller
Director Marketing
SKYTRAX GROUP

Email: miller@airlinequality.com