THAI Holds Customer Service Conference 2001

Thai Airways International Public Company Limited recently held its annual THAI Customer Service Conference 2001, under the theme "Total Commitment for Customer Satisfaction," which was attended by employees responsible for customer service provision and station managers from around the world.

The main goal of the conference was to discuss and discover new ways to continue providing high levels of service to passengers and customers.

During the conference, THAI's President Mr. Bhisit Kuslasayanon shared the vision of THAI's Management, formulated as a result of the workshop conducted at THAI and attended by Prime Minister Thaksin Shinawatra on 4 April 2001. THAI's Management concluded nine strategies, to be used as measures to improve the quality and efficiency of work standards.

Three out of the nine strategies pertain to improvements to be made in the area of customer services, which are as follows:

1. To improve service provision so that customers experience customer satisfaction in all areas, at all times, upon having experienced THAI's services.

2. To improve and increase staff productivity within each departmental function.

3. To utilize e-business opportunities or modern technology to improve the quality of work, based on demand and interaction that occurs between customers, employees, and suppliers.

The airline also has plans to discontinue flights on certain domestic routes that incur a loss, which sectors will revert to operation by private sector airlines. These plans also include better adjusting the aircraft types to the particular flight sector.

Plans are also underway to study and restructure the airline into business units, whereby each unit will have its own management measures and standards. The primary company would establish and implement policies and profit-making incentives and goals for the business unit. Increasing flight frequencies to meet demands of passengers was also discussed, these being flights into Japan and Malaysia, improving flights into the North Pacific, and increasing code share flights in partnership with Star Alliance member carriers.

During the conference, guest speaker and Royal Orchid Plus Gold Member, Mr. Jack Min Intanate, Managing Director of S.V.O.A. Company Limited, made a presentation on "The Management of THAI from the Perspective of a Customer".

Based on a survey conducted of the Thai consumer public, Mr. Intanate stated that the majority of passengers are satisfied with THAI's service. Survey results also supported passenger preferences that THAI improve and modernize its aircraft fleet as well as inflight and ground services equipment, in line with consumer demands and the rate of globalization.

Conference workshops were also held, to discuss problem areas and seek solutions. The findings concluded from the THAI Customer Service Conference will be reported to THAI's Management, for implementation in future company policies.