Tags » Service Quality

OM in the News: Improving the Airline Baggage Claim Process

In 2007, airlines world-wide mishandled 47 million bags, or 19 per 1,000 passengers. Lost baggage was costing the airline industry $4 billion a year. Returning delayed or lost luggage to passengers cost an average of $100 per bag, and there had been a steady increase in the frequency of mishandled baggage. 323 more words

OM In The News

Services: how to improve their quality!

Listening to the radio, talking on to the phone, turning on a light, sending a letter are all examples of services.

Consumers and businesses useĀ  224 more words

Customer Satisfaction