WARDIERE INC.

AIRPORT SERVICE TRANSFORMATION: THE

CASE OF DELHI INTERNATIONAL AIRPORT

Presented by Group 2
Divyatej Prakash MBA07244
Nitin Verma MBA07241
Neel Surti MBA07202
Mukul Gunjkar MBA07209
Bhavya Kothar MBA07201
 DECISION PROBLEM
How could we change the team's perspective toward
serving the airport customer?
How to change their understanding of the airport
business?
How can our team handle the resulting complexities?
How to make policymakers understand the challenges
of providing world-class airport services so that they
are motivated to come up with suitable policy
changes?

COMPANY
Fifth largest airport
Developed first PPP airport
in Hyderabad Total revenue -
133.57 bn in 2016
Employees: 120000 World
class infrastructure in place
First mover advantage
5C ANALYSIS
CUSTOMER COLLABORATORS
Cargo companies Ministry of civil aviation
First time travelers AAI NCAER Fraport AG
Business persons & Eraman Malaysia
Students Banks providing loans
Other government
bodies
COMPETITORS CONTEXT
Demand for Air Travel is
increasing Institution Building
Airports present nearby
and giving it back to the society
World class Technology, advance
infrastructure Follow the
guidelines given by government
bodies
 ALTERNATIVES
Focus on improving operations and processes for overall efficiency.

Improve the focus on service quality and prioritize the client

experience through increasing technological integration,
coherence among different stakeholders, and delivering a human
touch.
 EVALUATION OF
ALTERNATIVES
Reliability & Tangibles: Keeping the focus on Operations and Processes would help in keeping
the focus on processes whichfurther increases the efficiency. Assurance: This alternative saves
cost and time to further enhance the operations part.

Empathy: The value to a customer is kept on a lower priority inthis alternative. Customer
experience is an important part which should not be neglected. Responsiveness: Efficiency can
not be improved without integration of technology.
 RECOMMENDATIONS
MIS: Proper management integrated solutions will help in smooth
interdepartmental functions, better flow of information, and thus better value
proposition for customers
Touch Points: Various touch points can be leveraged to get consumer insights and
feedback for required improvisations in the services
Advanced Monitoring: Efficient data processing is crucial and can put the systems
into self-learning & self-improving operations. Efficient system connect precise
data consistently on the preferred OPC protocol
Omnichannel: Consistent customer interaction and communication in both the
physical and digital modes and prioritise memorable experience for customers and
thus influence the perceived value
Thank You