SAS arbete för att bli Europas punktligaste flygbolag: -en fallstudie utifrån ett kvalitetsperspektiv
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
In 2010, SAS received the "On time performance service" award by Flightstats. This award was an affirmation of long-term work, both in projects and as an ongoing process, which the company sought to systematically improve punctuality on its flights. The extent to which SAS followed the values and the underlying theories of the cornerstone model for total quality management was the main issue in this essay. Whether there are conditions for the company to get even further by working in other ways was also investigated. In addition, the importance of punctuality in relation to customer satisfaction was discussed. The method was qualitative and based on interviews with questions related to the cornerstone model. Other information was obtained from SAS and various academic databases. SAS has according to the conclusions to a large extent followed the values underlying the cornerstone model. Weaknesses were identified on systematics, holistic and management commitment. The authors believe that SAS has great potential for continued improvement by addressing these points.
Keywords: Punctuality, turnaround process, delays, flight weather, airlines.
Place, publisher, year, edition, pages
2011. , 38 p.
IdentifiersURN: urn:nbn:se:miun:diva-14070OAI: oai:DiVA.org:miun-14070DiVA: diva2:426301
Backlund, Fredrik, Biträdande lektor
Wiklund, Håkan, Professor