Delivering Excellent Service Quality in Aviation

These services can either be delivered by an internal service provider within the airline or they can be subcontracted to an external service provider such as the technical services team of a different airline or an airport.

Author: Mario Kossmann

Publisher: Routledge

ISBN: 1351945432

Category: Transportation

Page: 208

View: 159

A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and 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). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.

Exploring Service Productivity

In A. Wald, C. Fay, & R. Gleich (Eds.), Aviation Management: Volume 3. ... Market segmentation strategies and service sector productivity. ... Delivering excellent service quality in aviation: A practical guide for internal and ...

Author: Claudia Lehmann

Publisher: Springer

ISBN: 3658230363

Category: Business & Economics

Page: 344

View: 561

Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to overcome the emphasized problems are discussed, suggesting ways on how to deal with them. The insights of this book deliver considerable value for both management and academia.

Proceedings of the International Conference on Artificial Intelligence and Computer Vision AICV2020

... M.: Delivering Excellent Service Quality in Aviation: A Practial Guide for Internal and External Service Providers. Ashgate, Hampshire (2006) Iacobucci, D., Ostrom, A., Grayson, K.: Distinguishing service quality and customer ...

Author: Aboul-Ella Hassanien

Publisher: Springer Nature

ISBN: 3030442896

Category: Technology & Engineering

Page: 873

View: 571

This book presents the proceedings of the 1st International Conference on Artificial Intelligence and Computer Visions (AICV 2020), which took place in Cairo, Egypt, from April 8 to 10, 2020. This international conference, which highlighted essential research and developments in the fields of artificial intelligence and computer visions, was organized by the Scientific Research Group in Egypt (SRGE). The book is divided into sections, covering the following topics: swarm-based optimization mining and data analysis, deep learning and applications, machine learning and applications, image processing and computer vision, intelligent systems and applications, and intelligent networks.

Resource Guide to Airport Performance Indicators

Kossmann, M. Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. Ashgate Publishing, Burlington, VT, 2006. Leigh Fisher Associates, Matthew A. Coogan, and MarketSense.

Author:

Publisher: Transportation Research Board

ISBN: 030915538X

Category: Airports

Page: 279

View: 114

"Explores airport performance indicators (APIs) for use in benchmarking and performance measurement. These APIs are sorted by functional type and their criticality to the airport strategic plan. More than 800 performance indicators are presented in three main categories: Core, Key, and Other APIs. "Core" or fundamental indicators are important for overall operation of the airport and of interest to the Chief Executive Officer or governing board. "Key" or departmental indicators are important for the operations of key airport functions and departments. The remaining "Other" indicators are considered useful as secondary departmental unit performance indicators but not critical to the airport's overall function. The printed versions of ACRP Report 19A include a bound in CD (CRP-CD-94) of the Interactive Resource Guide that is identical to the pdf that is posted online."--Provided by publisher.

The Fourth Industrial Revolution Implementation of Artificial Intelligence for Growing Business Success

The airline should consider adopting the technologies and testing them the outcome it has and the impact on customer ... Kossmann, M.: Delivering Excellent Service Quality in Aviation: A Practial Guide for Internal and External Service ...

Author: Allam Hamdan

Publisher: Springer Nature

ISBN: 3030627969

Category: Technology & Engineering

Page: 483

View: 296

This book focuses on the implementation of AI for growing business, and the book includes research articles and expository papers on the applications of AI on decision-making, health care, smart universities, public sector and digital government, FinTech, and RegTech. Artificial Intelligence (AI) is a vital and a fundamental driver for the Fourth Industrial Revolution (FIR). Its influence is observed at homes, in the businesses and in the public spaces. The embodied best of AI reflects robots which drive our cars, stock our warehouses, monitor our behaviors and warn us of our health, and care for our young children. Some researchers also discussed the role of AI in the current COVID-19 pandemic, whether in the health sector, education, and others. On all of these, the researchers discussed the impact of AI on decision-making in those vital sectors of the economy.

Delivering Excellent Service Quality in Low Cost Aviation

Jointly the notions should guide the future tactical and strategic in-flight initiatives in order to obtain overall passenger satisfaction.

Author: Rasmus Lindstrøm Jensen

Publisher:

ISBN:

Category:

Page: 97

View: 532

Whereas the tangibles dimensions are perceived rather unimportant. However, the gap analysis shows that low cost carriers generally falls short in matching the expected in-flight service level among passengers, and significant gap differences is found between various passenger segments. Lastly, the importance-performance analysis has proven that the attributes of on-time departure, cleanliness and functionality of cabin facilities and promptness in request/complaint handling should be highly prioritized whereas attributes pertaining to the tangibles dimension are considered low priority elements. Based on the above results, a favorable in-flight service proposition is devised for low cost carriers which emphasize the notions of swiftness, tidiness and perceptiveness. Jointly the notions should guide the future tactical and strategic in-flight initiatives in order to obtain overall passenger satisfaction.

Flight International

All this occurred at a time when many of B.O.A.C.'s competitors were improving both the quality and frequency of their ... excellent service , sympathetic and polite attitude to passengers , thus making a flight from Moscow to Yerevan ...

Author:

Publisher:

ISBN:

Category: Aeronautics

Page:

View: 551


American Book Publishing Record

629.134'2 Delivering excellent service quality in aviation : a practical guide for internal and external service providers / by Mario Kossmann . Burlington , VT ; Ashgate Pub . , 2006. p . cm . Includes bibliographical references and ...

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Publisher:

ISBN:

Category: American literature

Page:

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Quality Progress

Delivering Excellent Customer Service . Evanston , IL . ... Contact the ASM Member / Customer Service Center , Materials Park , OH 44073 , ( 216 ) 338-5151 , fax ( 216 ) 338-4634 . ... Quality in Commercial Aviation . Dallas , TX .

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Category: Quality control

Page:

View: 588


Requirements Management

This is a practical and realistic guide to requirements management that provides a flexible, hands-on and innovative approach to developing and managing program, project and system requirements at different levels of complexity; read it and ...

Author: Mario Kossmann

Publisher: Routledge

ISBN: 1317065743

Category: Business & Economics

Page: 216

View: 872

Poor requirements management is one of the top five contributors to poor project performance. In extreme, safety critical or emergency-relief situations, failure to satisfy the real needs of the project stakeholders may well lead directly to loss of life or human suffering; other, more mundane, projects can also be severely compromised. Dr Mario Kossmann’s Requirements Management looks at the process from the perspectives of both Program and Project Management and Systems Engineering, showing the crucial role of RM in both contexts. The author puts great emphasis on the human aspects of any project, which is also significant given that over-emphasis on technical or technological aspects at the expense of the human side is another major source of project shortfalls. The book offers illustrated examples of systems of different levels of complexity (one simple system, one complex, and one highly complex system) to help you categorize your own system and enable you to select the right level of formality, a suitable organization and a set of techniques and tools to carry out your requirements work. It includes a series of comprehensive checklists which can be used immediately to improve urgent requirements aspects. This is a practical and realistic guide to requirements management that provides a flexible, hands-on and innovative approach to developing and managing program, project and system requirements at different levels of complexity; read it and use the advice offered to ensure your projects can actually deliver, first time, without the need for costly and time-consuming rework.