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金钱 柯币
人气 ℃
注册时间2003-12-13
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发表于 2008-6-1 07:26:36
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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 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 had emphasised on continuous improvement to its total quality mainly on four areas.Firstly, 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 to improve the customer impression should be reinforced. There were two main tasks on service quality strategy which was according to the decision-making to achieve the concept of “quality in everything we do”. Besides, Malaysia Airline used to improve customers’ perception with the infrastructure 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 Malaysia Airlines’ service. There were two advertisement launched in previous year which theme were care and vision for both domestic and international market. They provided new uniforms for front-line employees to show it’s cared and competence to passengers. It also provided quality meals like well-known liqueurs, branded cutlery and nice decoration of foods to serve customer with fresh. The flexible menu policy was promote extensive with healthy and variety combinations foods. The quick meal option was provided for first-class passengers who need a supper and go to sleep. Furthermore, the prompt meal service had been save 25% delivery time for Golden Club Class Passengers. Beside, the cabin crew provided different drink on cart to its passengers directly based on their requirement. It hired cabin crew with proficiency in foreign language was to more easily communication with passengers. Malaysia Airlines has invested much to improve the efficiency of operation to take advantage of technology. They used Menu Planning System and CUISINE to help cabin crew to plan the food menu and update data of passenger volume and recipes. They invested huge capital on training technology to built employees’ contribute and talent to organisation.
.GIF) 是这个弄累我了 |
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1WW 罢了。。。没关系啦。。算是纪念关闭仪式
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水楼的名字都不错呢~期待的