Research On The Improvement Of Customer Service Quality Of ABC Airlines Based On BPR Theory

Along with China entering WTO,China civil aviation has to deepen the reformation to fit this opportunity and challenge.Process management is the most popular of today both in domestic and aboard,one of the management of discipline,how to process and effectively applied to service management theory and management of enterprises in practice,has become the decision of the competitiveness of China’s civil aviation enterprises as a major component.The topic of this article is "ABC airline customer service quality",based on the service quality theory and BPR theory,fully analysis the ABC airlines customer quality and its characteristics.From the view of the business process,discusses the basic principle of ABC airline customer service quality management,studies its service level and the customer management problems,chooses the passenger service process,goods process flow and aircraft security service process as analysis targets,so as to confirm the problems in these processes.Then constructs the ABC airlines new service process,and finally puts forward the customer service quality management of the overall improvement suggestions and measures.Though the BPR theory,but it promotes business to think about the customer service quality,break thinking habit,consider creatively,and find a new way for the enterprise management.I hope this thesis can contribute to the development and innovation of China airline business.