Delivering Excellent Service Quality in Aviation A Practical Guide for Internal and External Service Providers
Auteur : Kossmann Mario
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.
Date de parution : 06-2006
15.6x23.4 cm
Date de parution : 10-2016
15.6x23.4 cm
Disponible chez l'éditeur (délai d'approvisionnement : 14 jours).
Prix indicatif 101,34 €
Ajouter au panierThèmes de Delivering Excellent Service Quality in Aviation :
Mots-clés :
Internal Service Provider; internal; External Service Provider; provider; Importance Performance Matrix; external; Service Standards; providers; Aviation Context; context; Low Cost Carrier; importance; Action Items; performance; Concrete Action Items; matrix; Aircraft Manufacturer; low; Provider Gap; cost; Support Services Group; Customer Teams; Service Operation’s Performance; Service Operation; Economy Class; Fraport AG; Customer Contact Employees; Support Team Members; Munich Airport; Aircraft Manufacturing Companies; Cabin Crew; Cabin Staff; Customer Gap; Service Quality Management; Low Cost Airline