Introduction

The purpose of this chapter is to give you a brief overview of the content, context and usefulness of this book. In order to do this, the importance of controlling and improving service quality, both for external and internal service providers in the aviation industries, is highlighted. Then, the market for service providers in the aviation context, specifically within airline, airport and aircraft manufacturing operations, is discussed. Last, depending on your expectations from this book, three alternative ways of how the book could be read are suggested, so that you are only confronted with those parts of it that are most relevant to your situation.