CHALLENGE

Centum Learning's client resolved to become the World # 1 Airport in ASQ ranking though there were major challenges in this endeavor 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 2 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
  • Centum Learning and our client 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

To address & overcome the challenges, Centum Learning deployed its proprietary 5D approach:

Deep Dive  
1. DEEP DIVE
  • Need Diagnostic study (NDS) was conducted Identifying passenger experience & perception across 37 touch points
  • 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  
2. 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  
3. DESIGN
  • Established a ‘Structured’ Learning Academy
  • A four pillared approach was followed comprising – Induction, custom role-based learning, on the job tarinings/audits and refresher courses
  • Trainer assessment & categorization
Deliver  
4. 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  
5. DERIVE 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 124TH place. This & more like winning Prestigious Awards like Golden Peacock & Brenden 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 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

 

Success Stories

  • GIVING WINGS TO DREAMS

    MEENAKSHI KUMARI, NEW DELHI

    In the hustle bustle of the an international airport it is easy to overlook this smilin...

    MEENAKSHI KUMARI

  • IN LOVE WITH GRAND AUTO

    NITESH SONI, RAJASTHAN

    Nitesh Soni, a graduate from Jaipur has humble dreams - \"a good job, my own house and ...

    NITESH SONI

  • WITH GREATER GRIT COMES GREATER GLORY

    KAMLESH, NEW DELHI

    Hers is the story of most women in small towns of India: married at a tender age and an...

    KAMLESH

  • WHEN THE UNIVERSE CONSPIRED!

    DEEPA ADVANI, RAJASTHAN

    Jaipur-born Deepa Advani, Masters in Sociology, never dreamt that she would work in the...

    DEEPA ADVANI

Read More

Client Testimonials


  • It was a great effort put in by Centum team. Detailing of the entire event coupled with flawless execution is really appreciable. Hope to see many mor...

    -

    Manager, Network Development Tata Motors


  • As a company, we are young, dynamic and are constantly looking to grow. Resting on our laurels is not an option. We are always looking for ways to imp...

    Arun Batra

    CEO Matrix Cellular International Services Pvt. Ltd


  • The need for establishing a 'AMW Way of Selling' was envisaged to strengthen the AMW sales culture and we partnered with Centum Learning to leverage i...

    Sateesh. V. Shet

    DGM - Learning & Organisation Development Asia MotorWorks


  • The process manual devised by Centum Learning experts is highly elaborate and would help us in many ways....

    Rahul Chopra

    Vice President Everest Industries Ltd.


  • I would like to take this opportunity to appreciate the good work put in by Centum. It has made a lot of difference to the staff and we are clearly se...

    General Manager Guest Relations, DIAL

Read More

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