|
Showing 1 - 3 of
3 matches in All Departments
A practical and realistic guide for both external and internal
service providers in an aviation context to implementing an
effective way to control the service quality as perceived by their
customers, Delivering Excellent Service Quality in Aviation is
essential for those service providers that are not yet
systematically managing their service quality. Offering a
step-by-step and easy to understand framework, it also enables
those service providers that are already proactively managing their
service quality to build new techniques into current practice for
maximum effect. By using this guide, decision-making as well as
budget and capacity planning can be optimized and justified to any
stakeholders in the service operation. Customer satisfaction can be
improved considerably over time and, thereby, profits (or budget
allocation for internal service providers). Crucially, the
improvements the book provides can be systematically measured and
easily disseminated throughout the organization, leading to
increased levels of motivation amongst staff.
A practical and realistic guide for both external and internal
service providers in an aviation context to implementing an
effective way to control the service quality as perceived by their
customers, Delivering Excellent Service Quality in Aviation is
essential for those service providers that are not yet
systematically managing their service quality. Offering a
step-by-step and easy to understand framework, it also enables
those service providers that are already proactively managing their
service quality to build new techniques into current practice for
maximum effect. By using this guide, decision-making as well as
budget and capacity planning can be optimized and justified to any
stakeholders in the service operation. Customer satisfaction can be
improved considerably over time and, thereby, profits (or budget
allocation for internal service providers). Crucially, the
improvements the book provides can be systematically measured and
easily disseminated throughout the organization, leading to
increased levels of motivation amongst staff.
Poor requirements management is one of the top five contributors to
poor project performance. In extreme, safety critical or
emergency-relief situations, failure to satisfy the real needs of
the project stakeholders may well lead directly to loss of life or
human suffering; other, more mundane, projects can also be severely
compromised. Dr Mario Kossmann's Requirements Management looks at
the process from the perspectives of both Program and Project
Management and Systems Engineering, showing the crucial role of RM
in both contexts. The author puts great emphasis on the human
aspects of any project, which is also significant given that
over-emphasis on technical or technological aspects at the expense
of the human side is another major source of project shortfalls.
The book offers illustrated examples of systems of different levels
of complexity (one simple system, one complex, and one highly
complex system) to help you categorize your own system and enable
you to select the right level of formality, a suitable organization
and a set of techniques and tools to carry out your requirements
work. It includes a series of comprehensive checklists which can be
used immediately to improve urgent requirements aspects. This is a
practical and realistic guide to requirements management that
provides a flexible, hands-on and innovative approach to developing
and managing program, project and system requirements at different
levels of complexity; read it and use the advice offered to ensure
your projects can actually deliver, first time, without the need
for costly and time-consuming rework.
|
|