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Mapping out improvement

The TQM Magazine

ISSN: 0954-478X

Article publication date: 1 March 1992

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.

Keywords

Citation

Davies, R.J. (1992), "Mapping out improvement", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034455

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited