Bibliographic record and links to related information available from the Library of Congress catalog.
Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.
Contents 1 Introduction 1 Why you should read this book? 1 Why does it pay to improve Service Quality? 2 Why is Service Quality equally important for internal service providers? 3 The market for service providers in the aviation context 7 Aircraft manufacturing operations 8 Airline operations 9 Airport operations 11 How to use this book? 12 2 Theoretical Considerations 15 General Service Issues 15 The Gaps Model of Service Quality 23 The Customer Gap 24 Provider Gap 1 ¿ Not knowing what customers expect 32 Provider Gap 2 ¿ Not selecting the right service designs and standards 38 Provider Gap 3 ¿ Not delivering to service standards 44 Provider Gap 4 ¿ Not matching performance to promises 48 The 5 Performance Objectives 55 Quality 56 Speed 56 Dependability 56 Flexibility 57 Cost 57 The Importance Performance Matrix 60 Change Management Issues 67 Quality in Aviation 74 Standards ¿ ISO 9000 Series 75 Prizes and Awards ¿ The Baldrige National Quality Program 79 Specific Rankings and Reports 81 3 The Service Quality Cycle 91 Overview 91 Step 1: Generation of Service Standards 93 Step 2: Ranking of Service Standards 110 Step 3: Measuring Performance against Service Standards 117 Step 4: Analysing the Current Situation 124 Step 5: Deriving Action Items 132 Step 6: Closing the Cycle 140 Summary of Benefits 149 4 Case Study (Aircraft Manufacturing) 153 Context 153 Status Before 157 Implementation of the Service Quality Cycle 159 First Cycle Run 159 Second Cycle Run 175 Third Cycle Run 181 Fourth Cycle Run 189 Status After 201 Lessons Learned 205 Conclusion 213 Bibliography 217 Annex 1: Glossary 219 Annex 2: List of Figures and Tables 223 Annex 3: The Service Quality Cycle Checklist 227 Annex 4: Index 239
Library of Congress Subject Headings for this publication:
Airplanes -- Design and construction -- Quality control.
Aircraft industry -- Customer services -- Quality control.
Airlines -- Customer services -- Quality control.
Airports -- Management -- Quality control.