Delivering Excellent Service Quality in Aviation
A Practical Guide for Internal and External Service Providers
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.
Table of Contents
Contents: Introduction; Theoretical considerations; The service quality cycle; Case study: aircraft manufacturing; Conclusion; Appendix: The service quality cycle checklists; Bibliography; Index.
Mario Kossmann is a Systems Engineer and Capability Integrator for Airbus, having previously worked for Blohm & Voss as a Systems Engineer, Technical Manager and also Consultant in Services Marketing. He has served as an officer with the German and French navies, and was awarded an MEng in Aerospace Engineering from the University of the Federal Armed Forces in Munich, and an MBA from the University of Warwick. In 2005 Mario transferred from Airbus Deutschland to Airbus UK, tasked with the development and implementation of a service quality concept for one of the core engineering disciplines within Airbus. This concept has been validated and implemented transnationally in the UK, Germany, France and Spain across all aircraft programmes and across all engineering centres of competence and excellence.
’This book provides a holistic view on service quality management in the aviation context for imparting knowledge to service providers as well as involved engineers. The book reflects the requirements of enhanced competition by integrating the specific requirements of all aviation-related service providers. As a member of one of the main aircraft manufacturers, the author himself serves with his business and engineering background as an excellent example for integrated service quality management. By means of a case study, he also gives detailed insight into implementing the recommended service quality circle in practice.’Arnold Hermanns, Universitaet der Bundeswehr in Munich, Germany. 'Although the book is primarily written for use in the aviation industry, it is also beneficial to other service sectors. The practical step-by-step guide to manage service quality can help many service managers to define service standards and to measure service performance in their business. The importance-performance matrix and the analysis of the positioning of customer-driven service standards in this matrix are very helpful in making the discussion on service quality more visual and tangible. The detailed examples on how this works in the case study further open the eyes of the reader.' Aerlines, Issue 37, June 2007