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 Aéroport2013 - maintenant
Aéroports de Lyon
- Head of Customer Satisfaction
Lyon-Saint Exupéry Aéroport2009 - maintenantConcept : 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
