| Can Service Faults in Passenger
Flights be Prevented?
A proposed Framework | Mogu li se propusti u uslugama na putnickim letovima spreciti? Predlog jednog sistema |
| Management, [pdf] | Menadžment, [pdf] |
| ID: 7.2012.64.4 Number: 64 Year: 2012 UDC: 338.46:658.562 ; 005.6:004]:656.7 [tmx] [bow] |
Ofer Barkai
Institution: Shamoon College of Engineering, Department of Industrial Engineering and Management, Bialik St., Be’er Sheva, Israel | Ofer Barkai
Institucija: Tehnicki fakultet Shamoon, Odsek za industrijski inženjering i upravljanje, Bialik St., Be’er Sheva, Israel |
Elad Harison
Institution: Shenkar College of Engineering and Design, Department of Industrial Engineering and Management, 12 Anne Frank St., Ramat Gan, Israel | Elad Harison
Institucija: Shenkar fakultet za inženjering i dizajn, Odsek za industrijski inženjering i upravljanje, 12 Anne Frank St., Ramat Gan, Israel |
Abstract
The paper devises a new framework for implementing preventive service systems that aim at preventing service
failures and complaints in air transport services. By proactively monitoring the provision of services to passengers
and averting service failures, preventive service management decreases the volume of customer
complaints and assists in enhancing service quality and airline reputation. The presented framework is based
on extensive use of IT systems that continuously monitor the service infrastructure in a cycle of activities that
includes detection and prevention of service failures, notification of service malfunctions and follow-up operations.
The implementation and the value of the framework are exemplified in various scenarios that arise in
the operation of commercial flights and often facilitate passenger complaints and discomfort.
| Apstrakt
U radu se razvija jedan novi okvir za primenu sistema preventivnih usluga cij i je cilj sprecavanje propusta i žalbi u uslugama u avio prevozu. Proaktivnim pracenjem pružanja usluga putnicima i predupredivanjem grešaka u usluzi upravljanje preventivnim uslugama smanjuj e broj žalbi korisnika i pomaže unapredenju kva I iteta usluge i ugleda aviokompanij e. Okvir koj i ovde predstavljamo zasniva se na širokoj primeni IT sistema koj ima se neprekidno prat i infrastruktura usluga u ciklusu aktivnosti koj i obuhvata detekcij u i prevencij u propusta u pružanju usluga, obaveštavanje o greškama u uslugama i poslovima koj i potom usleduj u. Primena i vrednost ovog sistema provereni su u razlicitim scenarij ima koji se javljaj u u oblasti komercijalnih letova i cesto smanjuju broj žalbi i neprij atnosti koj e putnici doživljavaj u.
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| Keywords: preventive service management, service faults, customer complaints, customer satisfaction. | Ključne reči: upravljanje preventivnim uslugama, propusti u usluzi, žalbe korisnika, zadovoljstvo korisnika |
| Pages: 33-38 | Strane: 33-38 |