The services of Lufthansa City Center are characterized by a holistic quality standard. This standard is particularly expressed in our Total Quality Management vision: "The continuous improvement of service quality, taking into account customer needs, is supported by quality monitoring and market research."
The foundations for the operational implementation of our quality maxim were developed on a scientific basis in close cooperation with a leading international management consultancy (awarded the Baldridge National Quality Award). A sophisticated quality monitoring system, continuously carried out by quality officers in the operating units and through the use of state-of-the-art software solutions, ensures our objectives in daily business processes.
All employees of Lufthansa City Center regularly participate in defined training programs that further deepen their individual professional and leadership expertise. At the same time, we conduct comprehensive customer surveys at regular intervals. The results of all elements of our quality monitoring enable us to continuously optimize services, identify and eliminate deficiencies, and set new goals.