Cargo Service Quality Control 840708

Within the scope of a general service improvement plan, started in 1982, Iberia selected Cargo as one of five top points to be dealt with. A special Committee, reporting to the General Director, was set up in order to create a Cargo Services Quality Control and, after looking at that moment conditions, to present viable alternatives to improve the overall quality of this service.
Although total range of measurements has not yet been accomplished, a twelve-month experience is presently on hand, showing encouraging results in most of the fiels covered. As a relevant conclusion a need appears to develop specific Cargo criteria and ratings, relatively different from passenger ones, to optimize available resources.


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