Engineers learn to be ace high-flyers

Otter, Steve; Lownds, Sue
September 1996
People Management;9/12/1996, Vol. 2 Issue 18, p41
Focuses on the Aces High project, a customer service program which has transformed the attitude and efficiency of engineers at Heathrow airport, London, England. Outline of the program; Coverage of the program; Key service elements identified by representatives of the airport's customers; Continuous development of service improvement program by frontline staff; Disappointments brought about by the program.


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