The Challenge
Centum Learning’s client resolved to become the World # 1 Airport in ASQ ranking though there were major challenges in this endeavour such as:
There were over 37 different stakeholders under our client that all followed different service norms
Several government agencies like immigration, police, parking needed to accept and buy in the mission
Courtesy & helpfulness were two important areas of development across all role holders were the most important elements of ASQ index
Centum Impact
To achieve the mission, service academy was set up in collaboration with Centum Learning,
this helped in:
Centum 5D Approach
DEEP DIVE
- Need Diagnostic Study (NDS) was conducted identifying passenger experience & perception across 37 touchpoints
- Covered 14+ stakeholders to identify gaps in passenger handling – courtesy, helpfulness, smile, warmth, feeling of being welcomed
- Stakeholder feedback/ observations clustered around 3P’s i.e. People, Process & Product
- Competition info: Benchmarking done with the best in category global airports
DIAGNOSTIC
- Gaps identified in passenger handling – courtesy, helpfulness, smile, warmth & feeling of being welcomed
- Need for ongoing training around customer sensitivity covering empathizing offering proactive assistance, appearance & grooming, cleanliness & hygiene, and passenger convenience
DESIGN
- Established a ‘structured’ learning academy
- A four pillared approach was followed comprising – induction, custom role-based learning, on-the-job-tarining, audits and refresher courses
- Trainer assessment & categorization
DELIVER
- 70:20:10 Model
- Structured reviews – monthly surveys, regularly scheduled group discussions, sharing customer stories at weekly meetings, behavioral audits
- Trainer boot camp for delivery standardization
DRIVE OUTPUT
“We have had the most wonderful 11 Years journey with Centum Learning Limited and still continuing! Together we have the created many milestones including reaching World#1 ranking starting off from 124the place. This & more like winning prestigious awards like Golden Peacock & Brandon Hall is quite an achievement and Centum Learning through its learning academy’s team has played a pivotal role in the journey. We are delighted with the superlative competence, passion & drive of Centum team towards our mission is what differentiates Centum Learning. Wish many more years to success & glory as we continue our journey to the next leap.”
Chief Quality Officer
