איכות שירות התעופה - המפתח להצלחה

1. איכות שירות התעופה - המפתח להצלחה 6.2.2008 פרופ. ישראל (איזי) בורוביץ

2. The road from the beginning to the end The traveler road Prof. Israel (Izzy) Borovich

3. El Al’s Vision Statement To lead Israel’s aviation market and to become the first and preferred choice for all air traffic to and from Israel. To be a profitable, successful commercial company performing in an environment of excellence, providing quality and uncompromising service for the benefit of customers, employees and shareholders.

4. A statement by Jack Welch “ A company belongs first of all to the shareholders…” “and NOT to the employees and/or customers…” Ex Chairman & CEO, General Electric John Francis "Jack" Welch, Jr

5. “Too often we measure everything and understand nothing. The three most important things you need to measure in a business are customer satisfaction, employee satisfaction, and cash flow. If you’re growing customer satisfaction, your global market share is sure to grow, too. Employee satisfaction gets you productivity, quality, pride, and creativity. And cash flow is the pulse—the key vital sign of a company.” A statement by Jack Welch Ex Chairman & CEO, General Electric John Francis "Jack" Welch, Jr

6. definitions A Customer: A person who is a recipient of the services provided by the program. Customer Satisfaction: Measure or determination that a product or service meets a customer’s expectations, considering requirements of both quality and service. Meeting customers’ expectations will only Satisfy Them Customer Delight: Measure or determination that a product or service exceeds a customer’s expectations, considering requirements of both quality and service. Exceeding their expectations will Delight Them

7. Level of service is not a goal –it is a tool to achieve the goal A marketing tool

8. The traveler road • The decision stage • The booking stage • The Check-in Stage • The security stage • The departure stage • The in-flight stage • The arrival stage total time door-to-door ?

9. The product is the same (similar) differentiate via the level of service

10. A note: key trends The growth in international travel will continue to rise as the globalization of business and growing migration fuel the need to travel abroad, and rising consumer prosperity coupled with a reduction in the cost of travel brings it into the reach of more people. However, a number of critical uncertainties, such as growing concern about environmental issues and the rising price of oil, may apply brakes to this trend.

11. Airline service evolves into do-it-yourself Airline speeds self-service check-in • Starting April 25, 2006 BA customers on domestic flights have no choice, but to check-in on ba.com or at an airport kiosk. • Conventional check-in desks were converted to ‘fast bag drop’ desks, for customers with luggage to check-in, and dedicated staff are on hand to help passengers at the kiosks. • Customers who check-in on ba.com can print their boarding pass from their home or office printer, up to 24 hours before their flight, allowing them to proceed immediately to the boarding gate on arrival at the airport. • BA expects that more than 80% of its customers will use self-service check-in by the time it moves into Terminal 5. Big savings

12. early check-in at home

13. Thank you