Walk through Audit (WtA) Project -Flight Center- Project Report

Walk through Audit (WtA) Project -Flight Center- Project Report
Name
Course 
Instructor 
Institution 
Date
 
1, Prepare a process diagram of the main operational process of the firm
 The customers’ first make and wait for the reservations, which partly influences their perceptions about the whole process relying on the services of   the company. Commitment to offer comprehensive customer service then requires that the company consider the customers’ needs and expectations. It is beneficial for the customers to get all the relevant information on the process before, during and after using the service. Emphasis on understanding the customers’ perspectives reflects the company’s ability to meet the customer needs and expectations. The ideal expectations show that the customers are satisfied when meeting the needs and expectations is excellent in all aspects.
 Choosing to us an agent lengthens the process and the customers who chose the option may wait longer if there are no agents available.  Regardless of whether to make the reservation of use agent quick and timely response in providing customer services is seen as meeting the customers’ expectations as expected. The customers may need to provide some of the information in advance, and there are those who do not know this and they may have a negative perception of the process.  The quality of service is reflected in the different dimensions of service quality that measure the perceived quality including the effectiveness of using agents. Willingness of the staff to provide quick help and service to the customers reflects responsiveness, and after getting what they need at the customer service desk.  The customers then focus on booking flights, flight details, confirming the booking, preparing for ticketing and making payments.  The dimension of credibility in customer service quality is apparent when there is honesty and truthfulness in the service offered. After evaluating the service and customer experience, the different steps influence customer perception since both direct and indirect experience reflect what the customers perceive.  A package that combines affordable price and quality service is associated with meeting the customer expectations when considering their perceptions. 
2, prepare a first draft of the audit questionnaire/ design considerations
The questionnaire is designed to assess the quality of services where there is a scale of measurement of the perceived quality in the services provided. Subsequently, there are questions on ticketing, information, facilities, professional ability, pricing and satisfaction. The same audit questionnaire is administered to the customer and the manager, and there are differences in perceptions on service delivery. This also differs with the employees’ viewpoints as they interact directly with the customers and are responsible for service provision. The customers rate their experiences, which provide clues on their perceptions and experience of customer service.  The same questions are asked to the customers, manger and employees, and this helps to compare the difference in perceptions and t...