Quality and environmental management – certified service
The Lufthansa City Center headquarters has introduced a process-based quality management system that meets the international DIN EN ISO 9001:2008 quality standard. This involves developing and implementing uniform quality standards, continuous market research and customer surveys, and ongoing optimization of service provision. In addition, the Lufthansa City Center headquarter has implemented an environmental management system that complies with ISO 14001 and is audited annually by TÜV Rhineland Cert.
An important component in our service is the ongoing development of quality standards by quality officers in our agency. Regular internal audits check the effectiveness, fitness for purpose and conformity with ISO 9001:2008 of our agency. Analyses of customer satisfaction and a professional complaint management system make it possible for us to identify areas of potential improvement. By monitoring the market, analyzing trends and comparing notes at industry events, current customer and market requirements can also be identified. The information acquired serves us as an important source for improving our quality management system.