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An Innovative Aviation Customer-Supplier Relationship Model

In: Quality Management: A New Era

Author

Listed:
  • ERIC T. T. WONG

    (Department of Mechanical Engineering, Hong Kong Polytechnic University, Hong Kong)

  • K. S. FUNG

    (Department of Engineering, Hong Kong Institute of Vocational Education (Tsing Yi), Hong Kong)

  • JOEL LEE

    (Engineering Department, Cathay Pacific Airways Limited, Hong Kong)

  • LESLIE KERR

    (Engineering Department, Cathay Pacific Airways Limited, Hong Kong)

Abstract

The relationships between customers and suppliers have become more strategic in recent years. It changes from one-off deal to long-term relationship. There are many methodologies and philosophy to address performance measurement. However some of them may limit to provide strategy development, monitoring or continuous improvement. This paper attempts to share the experience of the performance management framework “CISQAS” [I], which was developed and currently use in Cathay Pacific Airways, and to contribute some idea on the development of performance analysis or management in order to improve the product or services QUALITY.A framework CISQAS, has been adopted throughout the company. Responsible Managers and Executives will review and rate the performance of the major suppliers quarterly. The benefits being delivered included cost savings, logistics services level and communication.

Suggested Citation

  • Eric T. T. Wong & K. S. Fung & Joel Lee & Leslie Kerr, 2005. "An Innovative Aviation Customer-Supplier Relationship Model," World Scientific Book Chapters, in: Jimmy Chan & Reggie Kwan & Eric Wong (ed.), Quality Management: A New Era, chapter 16, pages 194-204, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789812701930_0016
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