Air Transport World

Putting the customer first at Malaysian. (Malaysian Airlines)

KUALA LUMPUR-As Malaysia Airlines expands to become one of the larger carriers in Asia, it has embarked on a series of programs to achieve Managing Director Dato Kamaruddin Ahmed's goal of creating a customer-driven organization. All of the 17,500 employees attend seminars aimed at fostering that attitude.

Me the detailed programs to make the carrier into a customer-driven airline are the responsibility of the Customer Services Div., Kamaruddin stresses that every employee is either serving a customer or serving someone who in turn is serving a customer. "Therefore, all of us must learn to become service-oriented within the airline itself, so we win become spontaneously service-oriented toward our customers as well as our fellow employees, irrespective of their position in the company."

Customer Services Director Dato Sulaiman Musa has a key role in Malaysia's service-enhancement activities as his work force of 8,500 includes cabin attendants, airport staff and catering employees. …

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