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Olivier ALTHUSER

Lyon-Saint Exupéry Aéroport

Résultats examens 2022

En résumé

An airport is a great opportunity to develop new concept and generate new business. Come and play with us at Airpulse!

Mes compétences :
EFQM
Conduite du changement
Management

Entreprises

  • Aéroports de Lyon - Innovation Leader

    Lyon-Saint Exupéry Aéroport 2013 - maintenant
  • Aéroports de Lyon - Head of Customer Satisfaction

    Lyon-Saint Exupéry Aéroport 2009 - maintenant Concept : Contribute to place Lyon Airport in the top ten of the best European airports for satisfaction passenger.

    - Creation of a new division to support strategic "Service Quality" of the company
    - Development of tolls for measuring satisfaction : mystery visits, complaints and suggestions, satisfaction surveys
    - Analysis and restitution of Service Quality with all operational teams, departments, partners, shareholders
    - Benchmarking the Service Quality with 200 airports of the ACI (Airport Council International) and with French business groups
    - Participation in deployment of Excellence Model EFQM in the company

    Results : An increase of the Culture of Service in the company, a consistency in Passenger Vision, better visibility and credibility for the Quality Direction

Formations

Réseau

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