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Topic 12 Quality Service & Performance Management - Coggle Diagram
Topic 12 Quality Service & Performance Management
Concept of quality service
Quality Service is achieved when service delivery consistently meets and exceeds customers satisfaction
It involves Hardware and Software
Why is it important - Enhance business reputation and branding, generates greater profits
Benchmarking and its Best Practices
It is a means to access the performance of an organisation, industry or business and to compare it with other similar entities, industries and business
Best practices are identified or developed to be used to improve its own operations
Areas of benchmarking include
Feedback system
International Awards Recognition
Customer service & performance measurement methods
Facilities or contract management
Benchmarking - International Award Recognition - Awards to recognise the Best Air and Various categories for example World Best Airport BY skytrax
Changi Airport Service Quality Management
Changi Airport adopt 4 aspects
Hard aspect - eg. State-of-the-art facilities, amenities and infrastructure
Learning and Development - Focus on people competencies through constant training, refresher courses and inculcating employees with corporate values
Soft aspect - eg Changi Service DNA, feedback system etc
Self Driven Initiatives - Creating a high level of Service Awareness, recognising contributions etc
What approach airport can adopt to provide enhanced experience for passengers
Mobile apps, technology and infrastructure
Concept of Performance Measurement
It is important to
Understand the efficiency of various operations through passengers' expectations
Identify service gaps and areas for improvement within airport for enhance service delivery
3 main categories of measurement indicators
Efficiency indicators - Measures the handling capacity of airport processes
Service Quality indicators - Measures how well passengers' expectations are met
Operational indicators - Measures the reliability and availability of airport facilities/systems