Sevis işlemleri ve havayolu/ikram servis sistemleri yönetimi
Servis operations and airline/catering service systems management
- Tez No: 39746
- Danışmanlar: DOÇ.DR. BÜLENT DURMUŞOĞLU
- Tez Türü: Yüksek Lisans
- Konular: Endüstri ve Endüstri Mühendisliği, Industrial and Industrial Engineering
- Anahtar Kelimeler: Belirtilmemiş.
- Yıl: 1994
- Dil: Türkçe
- Üniversite: İstanbul Teknik Üniversitesi
- Enstitü: Fen Bilimleri Enstitüsü
- Ana Bilim Dalı: Belirtilmemiş.
- Bilim Dalı: Belirtilmemiş.
- Sayfa Sayısı: 90
Özet
ÖZET Bu çalışmada, servis sektörü ve onun alt sistemi olarak hava yolu ikramı, servis işlemleri yönünden incelenmiştir. Bölüm-1 : incelenmek üzere servis sektörünün seçilme nedeni, bu sektördeki değişimler ve alt sistemlerin özellikleri anlatılmaktadır. Bölüm-2 : Servis sektörünün tanımı, özellikleri ve karakteristiklerini içermektedir. Servis sektöründe kalitenin açıklanmasına da yer verilmiştir. Bölüm-3 : Hava yolu taşımacılığı analizi, yolcu beklentileri, yolcu sınıflan bu bölümde yer almaktadır. Bölüm-4 : Bu bölümde ikram sektörünün karakteristikleri, değişik yaklaşımlar altında ikram kuruluşlarının gruplandırılması, kontrol prosedürleri ve kullanılan gereçler anlatılmaktadır. Bölüm-5 : Hava yolu ikramı, hava yolu ikramında kalite bileşenleri ve pazar etkilerinin sayısallaştırılması konularına değinilmiştir. Bölüm-6 : Seçilen sistemle ilgili uygulama ve düzenlemeler yer almaktadır.
Özet (Çeviri)
SUMMARY SERVICE OPERATIONS and AIRLINE/CATERING SERVICE SYSTEMS MANAGEMENT CHAPTER 1 : This chapter includes the system which are selected and the aim of the study. There exists a trend to fast consumption in the economy and this trend causes development the service systems as a whole. Customer expectations and the importance of service operations management increase. For that reason, scientific studies should be performed and applied to the service systems. CHAPTER 2 : In this chapter, there exists of introduction of service system and its characteristics. Services can be defined as economic activities that produce time, place, form or psychological utilities. A good is a tangible object that can be created and sold or used later. A service is intangible and perishable. In addition, some criteria is frequently used to identify services. The following list is based on scientific studies : 1 - Service produce intangible output 2- Service produce variable, non standart output. 3- A service is perishable ; i.e. it cannot be carried in inventory, but is consumed in production. 4- There is high customer contact through the service process. 5- The customer participates in the process of providing a service. 6- Skills are sold directly to the customer. 7- Services cannot be mass-produced. 8- High personal judgement is employed by individuals performing the service. vi9- Service firms are labor-intensive. 1 0- Decentralized facilities are located near the customers. 1 1 - Measures of effectiveness are subjective. 12- Quality control is primarily limited to process control. 1 3- Pricing options are more elaborate. Service quality is mentioned also at this chapter. Quality of a service can be determined by the user's perception. Fitness for use is the degree to which the service satisfies the user or customer. Characteristics of service quality is : - Reliability - Responsiveness - Competence - Access - Courtesy - Communication - Credibility - Sucurity - Understanding / knowing the customer - Tangibles Another approach called“JIT in the office”exists in this chapter. In a JIT office, offices share counter for receiving customers. There are multifunctional workers and production lines, work stations. They are arranged for dominant customer or document flow. CHAPTER 3 : This chapter analyse the airline transportation and passenger specifications. Airlines consist of many parameters of service systems. In order to called as a good airline, you should satisfy many customer expectations. viiThe following are the aspect of service that evoke most comment from customer : 1. Standart and extend of advertising. 2. Treatment received from airliness agents. 3. The way baggage is handled (delays, losses, damage,..etc.). 4. Excess charges for baggage. 5. Left luggage facilities. 6. Airport catering facilities. 7. Dealing with customs, immigration and health authorities. 8. Fright delays, diversions and cancellations. 9. Consequences of missing a flight. 1 0. Charges made for various services. 1 1. Information services (enquiry points and signposts). 1 2. Motor transport associated with the airport. 1 3. Manner of embarkation and disembarkation. 1 4. Treatment of special passengers. 1 5. Arrangements for catching connecting flights. 1 6. Failures to obtain seats on aircraft. 1 7. Aircraft interior appurtenances (public address system, heating, ventilation, noise, vibration, pressurisation, lighting, seating, luggage stowage and toilets). 18. Noticeable features of take-off, climb, cruising, descent and landing. 1 9. Cabin service (including quality of qood, cigarettes and drinks). 20. Cleanliness and interior decor. There are some ways of classifying passenger. The following bases are commonly used : 1. Frequency of travel. viii2. Income. 3. Social class. 4. Occupation. 5. Age. 6. Sex CHAPTER 4 : This chapter developed a managerial approach to catering services. Successful catering organizations are distinguished by three qualities ; the ability to offer people to products they want, to prosper in prevailing economic conditions, and to change appropriately when change is warranted. Catering services can be analysed under three perspectives which are; product perspectives, people perspectives & operational condition perspectives. To develope a control system in catering operations, first of all, standarts should be established. There are five control processes related to establishement of standarts ; planning, budgeting, policy making, operational analysis and research. After deciding on standards, management must decide what measurements will produce the best data for assesing performance. After measurement is made, the manager compares performance with the standart and than evaluates the seriousness of the deviation. CHAPTER 5 : This chapter is dealing with the“airline catering”. The additional service of an airline usually includes inflight catering. This portion of the service, should be planned and performed with the particular care because catering bears directly on the passengers' wellbeing during the flight. Quality components of air catering are : - Sensory quality - Food physiological quality. - Hygienic quality. - Technological quality. - Reliability of shipments. Performance specs of specs inflight catering are characterised by a number of special requirements. - Eating habits of international air passengers. ix- Consideration of stomach activity times during long distance flights. - Ability to correspond to special demands like special diet. - Menu variations with respect to those passengers who fly often. - Renunciation of intensively smelling or badly digestable dishes. CHAPTER 6 : In this chapter, there is a study dealing with the airline catering. Inflight Services Department has been analysed and the problems which should be solved was clarified. The problems can be categorized in three groups which are“organizational problems, planning problems & the problem of control procedures”. In order to handle these problems, some arrangements have been progressed. Apart from mentionets, another main problem is“over catering”. Due to the lack of a statistical study, catering orders are always more than real passenger figure and the cost of over catering is very significant. First of all, a data gathering system and decision making models should be developed.
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