Quality in Air Terminal Ground Handling

摘要

Rising demand from customers for excellent service at a time of increasing competition demanded that Dnata, a ground handling company based at the Dubai International Airport in the United Arab Emirates, stay competitive. By becoming the world's first airport operator to achieve ISO 9001:2000 certification, Dnata's management knew the company would not only improve internal operations but also satisfy customers. In September 1999, Dnata, established in 1959 and now employing 5,000 professionals, began focusing on how to achieve and enhance customer satisfaction and become a world-class operation. The company adopted multiple approaches to achieve its goals.