Benchmarking Service Quality At AUS

Excellent Customer Service has become a top priority of airport management today. Using a well-designed measurement tool such as the ASQ program allows airports to measure their performance year over year and compare results with peer airports. Always remember the management adage “what you cannot measure, you cannot manage.”

Find more on ACI’s ASQ program here: www.aci.aero/Services/Airport-Service-Quality-Programme.

Ghizlane Badawi, senior business process consultant, City of Austin, Department of Aviation