Yunnan Airport Group Co.Ltd. Service Quality Management

With the deepening of civil aviation airport system, the rapid economic development, and the increasing number of domestic passengers; the contradictions of between Airline Company, Airport, and other Aviation Agency are becoming increasingly evident because their software and hardware does not match each other. As at present, the Yunnan Airport Group Co., Ltd has to focus on how to improve their core competitiveness, demonstrating good corporate image, and effectively improve the level of airport services.With the advanced quality of service management theories, methods and experiences,I analyzed and investigated the special aviation industry area which was the airport in the thesis. I briefly described the actual situation of Yunnan airport quality of service management by understanding the profile of Yunnan Airport Service and Quality Management. In addition, I also explained how Yunnan airport enhance the quality of service invariable demand.I found out some Yunnan airport quality of service management problems through all Yunnan airport files about the customer reviews, customer complaints and quality of service management data collation over the year. The problems are identified by using the QSmart SPC Analyst software like Pareto chart, fishbone chart as well. I introduced the quality of service management experiences both at home and abroad,sense of service, service management, human resources and service quality evaluation into the data consideration. According to the result of investigation, the quality of service management theories, the actual situation of Yunnan airport, the improving methods and the optimization strategies are presented.