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金钱 柯币
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注册时间2003-12-13
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发表于 2008-6-1 00:37:39
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Malaysia Airlines’ vision is to become a superior airline in the world. Malaysia Airlines had three main tasks, which were making Malaysia Airlines became one of the leading standard bearers with safety and efficiency among the airline industry. Secondly
, was to develop Kuala Lumpur the preferred gateway into Malaysia and the south-east Asia region. Thirdly, was to make Kuala Lumpur a major cargo transshipment area for the Asia-Pacific rim. Malaysia Airline has emphasised on continuous improvement of its total quality mainly on four areas which include individual in an organisation which was the main component to focus on the organization‘s future. Another component was managerial effectiveness which built win-win approach between customers, employee and organisation. Thirdly, the organisational productivity,which should emphasis on reinforcing quality approach on management and employees. Finally, the non-human side of the organisation which included equipment and facilities which contribute to built the quality approach in customers’ impression. There were two main tasks on service quality strategy which was according to the decision-making and work processes to achieve the concept of “quality in everything we do”. Besides, Malaysia Airline used to improve customers’ perception with the technical and functional sectors. The Destination Service Excellent program reinforced the corporate cultural and the communication between the top management and basic workers. External communication should manage customer’s expectation and asked them to support our service.
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