Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers

The intention of the book is to be a practical and realistic guide for both external and internal service providers in an aviation context to implementing, with minimal effort, an effective yet efficient way to control and proactively influence the service quality as perceived by their customers over time. Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality, offering them a step-by-step and easy to understand framework they can follow. In addition, those service providers that are already proactively managing their service quality can easily adapt the framework to complement their current way of controlling it. By using this guide, your own decision-making as well as budget and capacity planning will be done on a sound basis and can be justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Also, improvements made are systematically measured which, in turn, leads to increased levels of motivation amongst own personnel.