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JET AIRWAYS
AirlinesatInternationalRoutes
AIRINDIA
JETAIRWAYS
INDIANAIRLINES
INDIGO
SPICEJET
Welcome Aboard
IndiasMostPreferred
Airline
MISSION
JetAirwayswillbethemostpreferreddomestic
airlineinIndia.
JetAirwayswillachievethispre-eminent
positionbyofferingahighqualityofservice
andreliable,comfortableandefficient
operations.
AirCanada
AmericanAirways
BrusselsAirways
AllNipponAirways
Jetlite
QANTAS
Carrentalpartners
Co-Brandcard
Conversion
Hotelpartners
SERVICES
Check In Options :
AirportCheckin
TeleCheckin
WebCheckin
KiosksCheckin
Airport Lounges
Bus Services
Cuisines
Entertainment
SPECIAL SERVICES
InfantandChildCare
WheelChairAssistance
UnaccompaniedMinors
MedicalEmergencies
TravellingwithAnimals
JetMobile
TQM TECHNIQUES
JetAirwaysformulatedaQuality
ManagementSystemforIn-flightServicesin
February2001aspartofacomprehensive
exercisetoimplementISOinselective
operationalareas.
TheyalsoimplementKAIZENtechniquesto
improvetheservicesoftheiremployeesthrough
continuoustrainingprograms.
SERVQUAL MODEL
Isamodeltoassessthegapofanorganizations
servicequalityperformanceagainstcustomer
quality
needs.
IntroducedbyZeithaml,ParasuramanandBerry
in1985.
Itiswidelyusedwithinserviceindustriesto
understandtheperceptionoftargetcustomers
regardingtheirserviceneeds
SERVQUALwasoriginallymeasuredon10
aspectsofservicequality:reliability,
responsiveness, competence,
access, courtesy,
communication, credibility,
security, understanding
the customer and tangibles
KINGFISHER
AIRLINES
INDIAN
AIRLINES+AIR
INDIA
RELIABILITY
ASSURANCE
TANGIBLES
EMPATHY
RESPONSIVENE
SS
AREAS OF QUALITY
MANAGEMENT
1Ontime
2Delayinformation
3Announcedelay
4Goodin-flightservice
5Goodin-flightfood
6Waitingtimeforbaggage
7BaggagelossOntime
8Delayinformation
9Announcedelay
10Goodin-flightservice
11Goodin-flightfood
12Waitingtimeforbaggage
13Baggageloss
14Compensatebaggageloss
15Goodgroundservice
16Refreshmentsondelay
17Accommodationondelay
18Onlinebooking
19Discountedfare
20Realbenefitsforfrequentfliers
21MaintenanceofAircraft&otherEquipments
YIELD MANAGEMENT
OR
REVENUE MANAGEMENT
Processofunderstanding,anticipatingand
influencingconsumerbehaviorinorderto
maximizeyieldorprofitsfromafixed,perishable
resource(suchasairlineseatsorhotelroom
reservations).
YieldManagementinvolvesstrategiccontrolof
inventorytosellittotherightcustomerattheright
timefortherightprice.Thisprocesscanresultin
pricediscrimination,whereafirmcharges
customersconsumingotherwiseidenticalgoodsor
servicesadifferentpricefordoingso
EXAMPLE
Inthepassengerairlinecase,capacityisregarded
fixedbecausechangingwhataircraftfliesacertain
servicebasedonthedemandistheexceptionrather
thantherule.Whentheaircraftdeparts,theunsold
seatscannotgenerateanyrevenueandthuscanbe
saidtohaveperished.Airlinesusespecialsoftware
tomonitorhowseatsarebeingreservedandreact
accordingly,forexamplebyofferingdiscountswhen
itappearsthatseatswillremainunsold&viceversa
QUALITY CERTIFICATION
InflightServices,ISO9001:2000certified
Certificationfortheproductandserviceranges
includesDesign,DevelopmentandDeliveryof
CustomerServicesthatmeetworld-class
standards
IATAOperationalSafetyAudit(IOSA)
Registration
AWARDS
airlinewithbestfirst-classserviceintheworld
awardatBusinessTravelers20th
annualbestinbusinesstravelawardsgalain
theUSA
bestdomesticfullserviceairlineaward
forthesixthyearinarow
Mostinnovativeproductlaunchaward
Negative Aspects:
ThemainproblemwithJethoweveristheirstaff.
Althoughtheyarepoliteandtrytobehelpful,
theyseemtobeuntrainedandgetoverwhelmed
easily.
Sometimethereisadelayforbaggage
Theircateringispoorinvarietyandquantity
THANK YOU