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Airport Operations

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Submitted By shdinesh
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Introduction

Queen Mathilah intention (Vision) of raising the Putnam international airport’s quality of services and customer service can be envisaged as the first step in the right direction. From the historical data and surveys gathered it is evident that the airport is missing the targets set by industrial benchmarking of Key Performance Indicators (KPI) and passenger survey results further fortify the above issue. The good thing is that Putnam airport authorities have access to objective numerical data on performance, benchmarked against industry averages, so in other words it means what can be measured can be improved as we can gather the insight on where we stand and where we want to reach.

In the capacity of director of operations, operational efficiency improvement and raising the customer satisfaction index (CSI) would have been my primary and most important KPI. For some reason the direction from Director General comes as an expected call, the challenges around the Putnam airport seems to be systemic in nature. Following the deming cycle of Plan Do Check Act, the following steps would be taken to improve the overall efficiency of the airport.

In the planning phase, the attention will be focused on forming teams with clear accountability, regular updates plan and agreed plan of action. The tasks will be distributed as per the skill, capability and interest of the management staff, this also keeps them motivated towards achieving the desired goals.

Some of the high level tasks and actions are as mentioned below: • Organisation of a task force. • Perform Situation appraisal o Where we stand, where we can improve. o How much can we improve and at what cost. o Prioritize improvements and set timelines. • Clearly state the objective and deliverable. • Establish a risk analysis and mitigation board.

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