Mario Kossmann

Delivering Excellent Service Quality in Aviation (eBook, ePUB)

A Practical Guide for Internal and External Service Providers

• Format: ePub

Produktbeschreibung

Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality, offering them a step-by-step and easy to understand framework they can follow. In addition, those service providers that are already proactively managing their service quality can easily adapt the framework to complement their current way of controlling it.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 208
• Erscheinungstermin: 2. März 2017
• Englisch
• ISBN-13: 9781351945431
• Artikelnr.: 47955793

Autorenporträt

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.

Inhaltsangabe

Contents: Introduction
Theoretical considerations
The service quality cycle
Case study: aircraft manufacturing
Conclusion
Appendix: The service quality cycle checklists
Bibliography
Index.