VOICE OF CUSTOMER

Customer Air India CEO Comments On time performance is very low. Air India flights are not on time. CTQ OTP

CSAT

OTP

Business case :- Air India is National carrier of India covering 75 domestic and 40 International Destinations. AI DEL is a HUB of Air India and On time performance in DEL station very important to get the loyalty of passenger and sustain the brand value. As it directly impact for all over performance of AI. On time performance is getting down against the target of 95%. Team Members 1. Mr Mike ( SVP DEL) 2. Mr pankaj (BB) 3. Mr Shiv (GB. 4. Mr Baljinder (Manger RAMP). 5. Mr RK (VP PAX.) 6. Mr Anil (Manager Baggage)

Project Charter
Problem statement :- As per Air India target to maintain a 95% OTP its showing a downward trend from last six months a decline of average 3% and currently it is 72%

Goal Statement.:- Increase the OTP from 72% to 95 % in three months.

Mile Stone:D- 01 may14 to 10 may 14 M 11 may 14 to 20 may 14. A 21 may 14 to 10 June 14. I - 11 June 14 to 10 July 14. C- 11 July 14 to 31 July 14.

Scope:In Scope :- DEL station Out Scope :- Rest All Stations.