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A talk with Hong Kong Airlines at Peking University
Published: 10-Apr-2015 10:11 am
Publisher: Hong Kong Airlines
Hong Kong Airlines (HKA), an internationally-acclaimed SKYTRAX 4-star airline, yesterday was invited to the “Management Case Seminar” hosted by Management Case Center of Peking University – one of the top universities in China, sharing the experience in improving aviation service and how it puts innovative ideas into practice. Mr. Sun Jianfeng, Vice President of Hong Kong Airlines attended the Seminar. Mr. Stanley Kan, Director of Service Delivery of Hong Kong Airlines – Speaker of the Seminar, together with a group of Hong Kong Airlines cabin crew and ground staff members, had a fruitful sharing with professors and students of Peking University.
Recognizing the warmth of its service and the quality of its onboard offering, Hong Kong Airlines has won rounds of applause from the public and aviation industry, and received various awards for its outstanding service. The company has been awarded the highly-esteemed 4-star rating from SKYTRAX for three consecutive years and the “World’s Most Improved Airline” by SKYTRAX in 2014. During the “Management Case Seminar”, representing a regional airline operating one of the youngest fleets in the world, Stanley elaborated the steps made and efforts paid by Hong Kong Airlines to achieve success.
Speaking in the seminar, Stanley said, “Based in an international aviation hub housing over 80 popular airlines, Hong Kong Airlines did it utmost effort in improving service in the early days despite a rather weak corporate foundation. Striving to enhance service quality and crew performance, we picked 11 key service areas, collected opinions and analyzed passengers’ views, participated in professional airline reviews and worked out solutions to improve. Rising from “Service 1.0” to “Service 3.0”, we establish and upload our “PEOPLE” service culture, which includes Passion to deliver, Extra to give, Options to offer, Promise to fulfill, Lasting impression to create and Emotional quotient to serve, to strengthen our professional team and upgrade service quality innovatively. Hong Kong Airlines strives to maintain high quality of service and improve continuously. These all made us the top airline choice of many passengers. In the future, we would continue to enhance our service feedback mechanism, strengthen emotional interaction with passengers, aiming to offer them with more comfortable and distinctive travel experience.”
Established in April 2000 and grounded in the rich cultural legacy of Peking University, the Management Case Center of Peking University is comprised of a diverse group of prominent business leaders and experts from all programs with support of Guanghua School of Management. The center has developed a collection of representative business cases, and has accumulated rich practical information and research results. This time the Centre partners with Hong Kong Airlines as case study, focusing on its strong characteristics as a regional enterprise, to explore the keys to improve in service industry.
Mr. Peng Siqing, professor of Peking University Guanghua School of Management said, “Hong Kong Airlines has developed rapidly and steadily in a short period of time and maintained its corporate features in fierce competition in the industry. It stands out from many other airlines with its attentive and professional services. The success of Hong Kong Airlines thanks to its scientific service evaluation system, practical service enhancement measures, unique brand positioning and promotional campaigns. As the classic case study of distinctive regional characteristics and rapid corporate development, it shows a good role model in research and development of how Hong Kong Airlines’ experiences help to upgrade its service industry.”
Mr. Stanley Kan, Director of Service Delivery of Hong Kong Airlines shared experience in improving aviation service and how it puts innovative ideas into practice with professors and students of Peking University
Discussing the business case of Hong Kong Airlines during the seminar
Hong Kong Airlines cabin crew and ground staff members shared their experience with participants