AA airlines has nearly 100 destinations and is the seventh largest carrier in the U.S. The management has an unwavering kind of commitment towards attaining quality. They have a highly participative quality culture. They evaluate themselves in different aspects by collecting more than 100 quality and other performance metrics every day. The company is known for outstanding service. Service recovery efforts is an area where they need to improve a little bit more. To determine: Some additional quality metrics that AA airlines tracks or should be tracking.

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Chapter 6, Problem 2.2VC

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AA airlines has nearly 100 destinations and is the seventh largest carrier in the U.S. The management has an unwavering kind of commitment towards attaining quality. They have a highly participative quality culture.

They evaluate themselves in different aspects by collecting more than 100 quality and other performance metrics every day. The company is known for outstanding service. Service recovery efforts is an area where they need to improve a little bit more.

To determine: Some additional quality metrics that AA airlines tracks or should be tracking.

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