Conclusion & Results of phase No.1 (diagnostic)

1. Quality Control of News Letter, announcements and advertisements (criteria: Text, meaning, idea, layout, logo etc.).
2. Gaps of the on-line reservation system.
3. Internal communication channel.
4. Front Line supervision.
6. Glossary of the quality management system.
7. Grade of staff satisfaction, further 29 working problems and their possible solutions.
8. Coaching sessions.
9. Training program per year and each staff member.
10. processes Description, process owner and working procedures, system documentation etc.
11. Job description.
12. Concept about emergency response plan.
13. Concept about preventing crisis program of PR & communication.
14. Database (data related to directory / data related to market).
15. QMS-Database (Quality-Handbook; Forms; Process outcomes + Statistics etc.).
16. System of gathering customer feedback (on-line & off-line).
17. Plan of expansion and coming new tasks (office location, airport, StarAlliance etc).
18. Opening time of the office.
19. System of IT-backup & maintaining.
20. Working Plans (at least complete) such as for
- Marketing (advertising etc.)
- Sales
- Training
- Additional new tasks and duties
21. Benchmarking of international airline industriy.
22. Staff productivity indicators /Reporting system
23. Loyalty program (data of customer relationship).
24. Glossary of the airline industry.
25.

Criteria of Process Description

Criteria of Process Description

1. What: (Title of the process, e.g. Customer Service)
2. Why: (Objectives; e.g. rise of the customer satisfaction by 10% etc.)
3. Who: (Process owner, means the responsible person for the process and his/her
representative in case of absence)
4. Where: (Where is the process carried out best?)
5. When: (Which time/which rotation?)
6. How: (Way of realization / activities / input & output etc.?)