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:

Ensuring the airport ranked no. 1 from 121 globally
Jointly received the Golden Peacock & Brandon Hall award
The airport became a benchmark across Industry on creating new milestones and achieved success in the field of service & hospitality

Centum 5D Approach



  • 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


  • 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


  • 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


  • 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


“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