Deliver Quality Customer Services - Sap Ground Services Ltd - Example

The paper "Deliver Quality Customer Services - Sap Ground Services Ltd " is an outstanding example of a business capstone project. The research report embodies the results for possible ways to enhance quality services to aviation customers and besides that, find a way of creating value to customers’ services by improving their prospects in the industry. In order to achieve these, the research raised a research question and a number of objectives. The formulation of a research question and objectives resulted from intensive research in customer services in the aviation industry as listed below.

Research question: How to deliver excellent quality ground services and to create value for aviation customers?

Research objectives:

The main objectives, which led to this project, are as listed below:

• To inspect the influence and effect of service quality delivery on customer satisfaction in the industry of aviation.
• To review procedures, work process, and give recommendations on changes for best practices.
• To provide safety, efficient, and on-time approach measures for aviation customers.
• To find out appropriate operating models and business strategies to simplify resources for workforce provision.
• To generate a solution to a company using an executive plan followed by the operation staff.

Chapter 1: Introduction.

• • Historical Background.

Ground handling operations in aviation describes the servicing of the aircraft in confined areas while still at a terminal point on the ground. Most of the ground handling services subcontract to airports, airlines, or even agents for ground handling. According to research, the statistics indicate that the aviation industry outsources not less than fifty percent of the ground handling.

Equally well, SAP should generate a conducive environment for the effective working of its employees. Research shows that, if the employees are working under an enabling environment, they will deliver quality services to the customers. As a result, creating a happy environment for both employees and customers using the airline. Consequently, quality services will result in customer satisfaction. Meeting customers’ satisfaction will result in customer loyalty to the company, creating positive long-term effects on the company’s operations.