Research On Improvement Strategy Of Air Cargo Ground Service Quality Management

With the continuous advancement of economic globalization,the international competition in the field of air cargo and express transport is becoming increasingly fierce.Hangzhou Base of China National Cargo Airlines is the leading enterprise in China's air cargo enterprises,mainly engaged in air cargo services.Although the base has developed vigorously in recent years,its service quality management has not been carried out satisfactorily.Based on the theory of quality management,this paper takes the mature Hangzhou base of China National Cargo Airlines as an example to analyze,which has practical significance for improving the service level of Hangzhou base of China National Cargo Airlines and even promoting the development of such enterprises as a whole.In the process of research,the research methods adopted in this paper include:case study,literature analysis and combination of theoretical and empirical analysis.At the same time,applying quality management theory and methods,taking the developing Hangzhou Base of China National Cargo Airlines as an example,the Pareto Diagram and Fishbone Diagram are applied to Hangzhou Base of China National Cargo Airlines.In the analysis of the problems of ground service quality management,and based on the PDCA cycle,this paper studies the Countermeasures of improving the service quality management of the Hangzhou Base of China National Cargo Airlines.This study considers that there are problems of complaints and claims,staff response,information inquiry,cargo receipt and transportation,arrival of cargo,on-site environment and various signs in the Hangzhou Base of China National Cargo Airlines.Therefore,it is proposed to strengthen the infrastructure construction of the cargo Department and improve the cargo service letter.To improve the accuracy of information,improve the overall quality of staff,deal with all kinds of problems after service in time,and try to personalize the logistics operation mode of logistics services,etc.This study summarizes the experience and lessons learned from the improvement process of ground service quality in Hangzhou Base of China National Freight Airlines,successfully completes the new ground service quality monitoring norms,and compiles them into the "Ground Service Quality Management Documents Collection" in the form of company documents.Therefore,this paper uses the theory and method of quality management to improve China National Freight Airlines.The ground service quality of Hangzhou Base is innovative.I hope this research can promote a new round of improvement of the ground service quality of Hangzhou Base of China National Cargo Airlines.