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.
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