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Mapping out improvement

Mapping out improvement Reflects on a new scheme at British Airways which aims to improve process management in a number of customer contact areas in this case, the arrivals process at Heathrow Airport. Describes the process of benchmarking the nearest competitors in order to ascertain their service levels, and British Airways service fail points, which occur where customer expectations are not met. As a result, new performance indicators and guidelines for station and ground staff are developed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Magazine Emerald Publishing

Mapping out improvement

The TQM Magazine , Volume 4 (3) – Mar 1, 1992

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0954-478X
DOI
10.1108/09544789210034455
Publisher site
See Article on Publisher Site

Abstract

Reflects on a new scheme at British Airways which aims to improve process management in a number of customer contact areas in this case, the arrivals process at Heathrow Airport. Describes the process of benchmarking the nearest competitors in order to ascertain their service levels, and British Airways service fail points, which occur where customer expectations are not met. As a result, new performance indicators and guidelines for station and ground staff are developed.

Journal

The TQM MagazineEmerald Publishing

Published: Mar 1, 1992

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