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San Francisco, California April 2, – April 5, 2006

GROUNDNET AIRPORT SHUTTLE The worlds largest group of Airport Ground Transportation providers Implementing Quality Standards Across Airports. San Francisco, California April 2, – April 5, 2006 Presented by Lorraine Wilde, Don Eames & Jeff Finkel.

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San Francisco, California April 2, – April 5, 2006

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  1. GROUNDNETAIRPORT SHUTTLEThe worlds largest group of Airport Ground Transportation providersImplementing Quality Standards Across Airports San Francisco, California April 2, – April 5, 2006 Presented by Lorraine Wilde, Don Eames & Jeff Finkel

  2. AGTAQuality Assurance GroundNet Local Residential Operator

  3. Quality Components • Start With Quality • Monitor For Quality • Benchmarking for Quality • Managing Quality

  4. Start with Quality • Drivers • Office Staff • Software-GroundNet System

  5. Start with Quality Drivers • Drug testing • Map testing • Driving record limits • Training

  6. Start with Quality Office Staff • Problem resolution training • Delegate authority to act

  7. Start with Quality Software-GroundNet System • User friendly • Accurate • Error reduction via email • Uniformity across diverse membership • RLM Flightview tracking flight arrivals

  8. Reservation Confirmation Service Leg 1:We will pick up Don Eames, party of 2 on Saturday, April 01, 2006 at 04:50 AM.The pickup will be from 10235 Maple Glen Ct (sf)Ellicott City-north of Rt 70 for a trip to BWI Airport.The service type is Shared van.The fare for this trip is $0.01 and may be paid by cash or credit card (AMX, MC/VISA, Diners).The reservation number for the first leg of your trip is: 353342.

  9. Monitor for Quality • Drivers • Office Staff • Other Sources

  10. Monitor for QualityDrivers • Drivecam—Fantastic change in behavior, not just accidents • Dispatch tracking time accuracy

  11. Monitor for QualityOffice Staff • Software has historyof each transaction for error tracking

  12. Monitor for Quality Other Sources • Comment cards on vans • GroundNet comment program • Mystery shopper program • Regular meetings with landside ops

  13. Benchmarking Against The best • Benchmark any measurable operating component • For example, all parts of your call management system • Benchmark for Safety: • compare your experience with others • Benchmark convention performance • satisfied customers • book in next GroundNet city • Benchmark driver issues • employees vs. independent contractors

  14. RES DEPT. CALL DETAILS • % Calls booked by reservation instance • % Calls booked by individual reservation • Average call time without wait • Average call time with wait • Avg. Wait Time for answered calls • Average time per res instance • Average time per individual res

  15. RES DEPT. CALL DETAILS • % calls abandoned • % Roundtrip bookings (non web) • % Roundtrip bookings (on the web) • Email confirmations - phone res only • Cost per booking by res instance • Cost per booking by individual res

  16. GroundNet System Quality Initiatives • Meetings every 4 months • see what the best are doing • Conference Calls every 2 weeks • great for • Immediate feedback • crisis reaction • problem solving • Local ownership equals accountability

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