Full Product Details
Author: Mario Kossmann
Publisher: Taylor & Francis Ltd
Imprint: Routledge
Weight: 0.453kg
ISBN: 9781138262560
ISBN 10: 1138262560
Pages: 208
Publication Date: 19 October 2016
Audience:
College/higher education
,
General/trade
,
Tertiary & Higher Education
,
General
Format: Paperback
Publisher's Status: Active
Availability: In Print
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Reviews
'This book provides a holistic view on service quality management in the aviation context for imparting knowledge to service providers as well as involved engineers. The book reflects the requirements of enhanced competition by integrating the specific requirements of all aviation-related service providers. As a member of one of the main aircraft manufacturers, the author himself serves with his business and engineering background as an excellent example for integrated service quality management. By means of a case study, he also gives detailed insight into implementing the recommended service quality circle in practice.'Arnold Hermanns, Universitaet der Bundeswehr in Munich, Germany. 'Although the book is primarily written for use in the aviation industry, it is also beneficial to other service sectors. The practical step-by-step guide to manage service quality can help many service managers to define service standards and to measure service performance in their business. The importance-performance matrix and the analysis of the positioning of customer-driven service standards in this matrix are very helpful in making the discussion on service quality more visual and tangible. The detailed examples on how this works in the case study further open the eyes of the reader.' Aerlines, Issue 37, June 2007
’This book provides a holistic view on service quality management in the aviation context for imparting knowledge to service providers as well as involved engineers. The book reflects the requirements of enhanced competition by integrating the specific requirements of all aviation-related service providers. As a member of one of the main aircraft manufacturers, the author himself serves with his business and engineering background as an excellent example for integrated service quality management. By means of a case study, he also gives detailed insight into implementing the recommended service quality circle in practice.’Arnold Hermanns, Universitaet der Bundeswehr in Munich, Germany. 'Although the book is primarily written for use in the aviation industry, it is also beneficial to other service sectors. The practical step-by-step guide to manage service quality can help many service managers to define service standards and to measure service performance in their business. The importance-performance matrix and the analysis of the positioning of customer-driven service standards in this matrix are very helpful in making the discussion on service quality more visual and tangible. The detailed examples on how this works in the case study further open the eyes of the reader.' Aerlines, Issue 37, June 2007
Author Information
Mario Kossmann is a Systems Engineer and Capability Integrator for Airbus, having previously worked for Blohm & Voss as a Systems Engineer, Technical Manager and also Consultant in Services Marketing. He has served as an officer with the German and French navies, and was awarded an MEng in Aerospace Engineering from the University of the Federal Armed Forces in Munich, and an MBA from the University of Warwick. In 2005 Mario transferred from Airbus Deutschland to Airbus UK, tasked with the development and implementation of a service quality concept for one of the core engineering disciplines within Airbus. This concept has been validated and implemented transnationally in the UK, Germany, France and Spain across all aircraft programmes and across all engineering centres of competence and excellence.
