BA World Cargo

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The Why

To identify key customer touch-points across the global operation and define best-practice service templates for each, in the context of employee considerations and constraints.

The How

A global qualitative project was conducted amongst both freight-forwarder customers and BAWC employees, diagnosing priorities for remedial action and identifying service solutions at each point. A subsequent global quantification stage produced performance indices to enable on-going monitoring of service enhancement.

The What Now

Development of performance templates and dashboard style KPI reporting enabled the production of service-focused communications strategy and change management programme within BAWC.

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