神秘顾客检测–是如何提高航空行业的服务质量的.ppt

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1、MYSTERYSHOPPINGHowItCouldHelpImproveOurServiceQualityintheAirlineBusinessWhyusingMysteryShopping?Tomonitorandmeasureserviceperformanceatallservicetouchpoints.Togaindataregardingseamlessandhighlevelservicesusedforservicequalityanalysisandserviceimprovementanddevelopment.MysteryShoppinghadneve

2、rbeenimplementedbyTHAIinthepastandwasfirstintroducedbytheBOARDin2005.Wewanttolookatourservicethroughtheeyesofourcustomers.WhyusingMysteryShopping?Tomonitorandmeasureserviceperformanceatallservicetouchpoints.Togaindataregardingseamlessandhighlevelservicesusedforservicequalityanalysisandservicei

3、mprovementanddevelopment.MysteryShoppinghadneverbeenimplementedbyTHAIinthepastandwasfirstintroducedin2005.Wewanttolookatourservicethroughtheeyesofourcustomers.WhatarethebenefitsofMysteryShoppingProgramme?Makeemployeesawareofwhatisimportantinservicingcustomers.Providefeedbackfromfrontlineoperat

4、ions.Ensureservicequalitydeliveryaccordingthesetservicestandards.IdentifyopportunitiestoimproveandensuresuperiorservicequalityatallservicetouchpointsaroundtheMAGICSERVICERING.EnsureSuperiorServiceQualityaroundthe“MagicServiceRing”In-flightAudit&Follow-upReportsoncorrectiveactions/improvement&d

5、evelopmentplansBOARD/ManagementCustomerFeedback/SatisfactionSurveysVoiceofCustomers/Needs&ExpectationsServiceofferingsatalltouchpointsResolution/Policy/ImplementationServiceDeliveryStandards(SDS)SeamlessservicesaroundtheMagicServiceRingCustomersMysteryShoppingStep1:Settingobjectives&goalsStep2

6、:Checklist/questionnairedesignStep3:DefiningshoppersStep4:DatacollectionStep5:DatapreparationStep6:ReportingStep7:ReviewfindingsandsolutionsStep8:FollowupwithbaselineandtargetStep9:UpgradeservicestandardsHowisMysteryShoppingDone?Pre-determinedServiceStandardsSOP/SDS&SLA(ServiceOperationProcedu

7、re,ServiceDeliveryStandardsandServiceLevelAgreement)HowandWheretoStart?TelephoneChecksascustomersObservationandinterviewtherealcustomersand/orthestaffInperson/onsitebyMysteryShoppingasacustomerwithoutidentifyingoneselfIn-flightInternalA