Improving Service Standards at AirCargo (Scenario)
AirCargo is a regional airline that ships freight between communities in the four western provinces and the northern territories. Company president Mick Ward has asked his team of managers to investigate several complaints he has received about the company's services. Mick is particularly concerned about complaints that the company is not achieving its service commitment to customers. AirCargo promises delivery within 24 to 48 hours between larger centres, and 48 to 96 hours between smaller communities. Unfortunately, Mick has learned that the company is not achieving this standard, particularly in some northern communities, where shipments are often delayed by more than a week. Mick has made it clear to his managers that the status quo is not an option; either delivery times must be improved or their service promise must be adjusted. Ultimately, Mick would like to see AirCargo achieve the same standard as industry leader FastFreight, who promise 48-hour delivery service between any two communities anywhere across Canada!
-Despite the best efforts of the management team,service problems continue at AirCargo.As a result,Mick decides it is time to examine the entire ________ chain,the service sequence from employees to customers to profit.
A)systems process
B)product service
C)resource distribution
D)service profit

Question

Quizplus · Accepted Answer

The correct term is "service profit chain," which describes the sequence from employees to customers to profit, emphasizing the link between service quality, customer satisfaction, and profitability.