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레포트 > 경제경영계열

[관광서비스론] 아시아나 항공의 서비스평가(영문)

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레포트 > 경제경영계열
2007.01.17
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[관광서비스론] 아시아나 항공의 서비스평가(영문)에 대한 자료입니다.

Contents
Ⅰ. Introduction
1. Target Company
2. Setting quality criteria

Ⅱ. Main body
1. Leadership
1-1. Management philosophy
1-2. Service Leadership & Corporate Culture
1-3. Moral Management & Social Commitment
2. Service Quality and Strategy
2-1. Service Quality Establishment System
2-2. Service Quality Implements and Processing
3. Customer Service
3-1. In-flight service
3-1-1. Free goods service
3-1-2. In-fight comfortable
3-1-3. Food & Beverage
3-1-4. Enjoyment
3-1-5. Flight attendant’s attitude
3-2. Ground Service
3-2-1. Reservation & Ticketing
3-2-2. Check-In
3-2-3. Accessibility
3-3. Individual needs
3-3-1. Handicapped customer
3-3-2. Child customer
3-3-3. Passengers Traveling With Infants
3-4. Safety
3-4-1. Take-off and landing of safety
3-4-2. Handling ability in an emergency
3-4-3. Safety check
3-4-4. In-flight security
3-5. Baggage service
3-5-1. Punctuality
3-5-2. Accuracy – lost
3-5-3. Compensation for lost
3-6. Reliability
3-6-1.Customer’s satisfaction
3-6-2.Dealing with customer’s complain
3-6-3 Management of customer’s data
4. HRM
4-1. Employees' motivation and participation
4-2. Employees' training program
4-3 . Employees' benefit &satisfaction
5. Evaluation table
Ⅲ. Conclusion &Recommendation
1. SWOT Analysis
2. Goal
3. Main Problem
4. The Best Solution to the Main Problem
5. Recommendation

본문내용

Ⅱ. Main body

1. Leadership
1-1. Management philosophy
1) Do they have mission?
① Evaluation
Evaluation(I ): very good ( ) good ( v) average ( ) bad ( ) very bad ( )
Evaluation(E): very good ( ) good (v ) average ( ) bad ( ) very bad ( )
② Reason
▷We will focus our energy on performing services that are consistent with our mission by de-centralizing authority, empowering employees, exceeding customers' expectations, and continually improving by providing on-going education. To assist with our mission, we will focus on the following guiding principles:
- Safety will not be compromised
- Be customer driven, both externally and internally
- Develop the attitude that conformance to customer expectations has top priority
- Understand that improvement includes everyone in all parts of the organization
- Bring all employees into the decision making process
- Trust people and their ability to contribute to the mission
- Place emphasis on prevention and problem solving work
- Treat each other with dignity and respect

2) Do they have long term vision?
① Evaluation
Evaluation(I ): very good ( v) good ( ) average ( ) bad ( ) very bad ( )
Evaluation(E): very good ( ) good (v ) average ( ) bad ( ) very bad ( )
② Reason
▷Asiana airline 21st vision
The goal of Asiana Airline is to be the best airline industry in the world.
- Leading carrier of China, Japan, and Northeast Asia routes
- Global airline with connections spanning over the five eas and six continents
- Official Korean airline carrier - One of the top 30 airlines (2005)
- Maximized profit for our shareholders through increased corporate value
- Safest airline in the world - Most preferred airline by customers
- Lowest insurance rate record - Leader in e-business
- Friendly corporate environment - Top career choice of professionals

#very #the #good #bad #and #to #of #Evaluation #in #for

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