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The Field Guide to the 6Ds: How to Use the Six Disciplines to Transform Learning into Business Results by Calhoun Wick, Roy V. H. Pollock, Andy Jefferson

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image Case D6.2

How We Used Measurement to Drive “SOAR—Service Over and Above the Rest”

Joyce Donohoe, Paul Beech, Karen Bell-Wright, Jim Kirkpatrick, and Wendy Kirkpatrick

Manager, Strategic Commercial and Service Initiatives, Emirates Group Learning and Development College; Manager, Emirates Global Contact Center; Vice President, Emirates Retail and Contact Centers; and Consultants, Kirkpatrick Partners

Background

Emirates Airline (Exhibit D6.2.1), headquartered in Dubai, United Arab Emirates, is part of The Emirates Group, which manages more than 68,000 employees. Founded in 1985, the airline is the world's largest by scheduled international passenger ...

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