Service Level Agreements are Aviaprtner's main tool to create Value for Money. They help to promise what
to deliver and to deliver what is promised.
Within Aviapartner every SLA is thoroughly analysed by the operational departments involved in delivering the "promise". For every contract they have to decide if Aviapartner can commit itself to deliver the promise taking into consideration the "value" of the contract. After negotiation and agreement of a Service Level Agreement, the content is communicated to all levels in the company and monitored closely. In the absence of a Service Level Agreement, the Aviapartner Service Levels are applied.
AHM804, IATA System for Performance Measurement of Service Level Delivery
Aviapartner has opted for a quality system, which fits best in our customer-centric policy, and focuses on systematic measurements in search of continuous improvement.
AHM804 is an IATA-certified quality system for the airline industry. This quality system also provides a framework for monitoring existing Service Level Agreements. Where no Service Level Agreements have been agreed, service levels are agreed with local management and are monitored. It provides the airline (or the airport) with measurements of its choice without the need of data processing and creates a framework for " performance " communication.
Aviapartner has also introduced ISO certifications on numerous stations of its network.
Aviapartner strongly believes in the values of the new ISO 9001: 2000 standard, which gives more importance to customer satisfaction, continuous improvement and management responsibility.
See on the map which Aviapartner stations have implemented AHM804, IATA System for Performance Measurement of Service Level Delivery, and which stations have obtained an ISO certification.
