TY  - JOUR
AB  - 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.
VL  - 4
IS  - 3
SN  - 0954-478X
DO  - 10.1108/09544789210034455
UR  - https://doi.org/10.1108/09544789210034455
AU  - Davies R.J.
PY  - 1992
Y1  - 1992/01/01
TI  - Mapping out improvement
T2  - The TQM Magazine
PB  - MCB UP Ltd
Y2  - 2024/04/25
ER  -