Download - Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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Page 1: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Page 2: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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Airport

Airlines

Ground Handling

Other Service

sPassenger

Page 3: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

14 900 000 Passengers+1000 Companies +15 000 Employees1 Airport

Page 4: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Page 5: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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Page 9: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

Q2/11 Q3/11 Q4/11 Q1/12 Q2/12 Q3/12 Q4/123.5

3.55

3.6

3.65

3.7

3.75

3.8

3.85

3.9

3.95

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Courtesy and helpfulness of security personnel

Page 10: Service Design Breakfast - How to involve, activate and engage people in the customer organization - case Finavia

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