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Description
This project describes the development of a data-driven decision-making capability in a large, public sector organization. Information in the literature suggests that the use of data-driven decision making strategies helps to overcome problems associated with decisions that are bracketed by implicit assumptions, group structure, and resistance to change. The Total Airport Experience (TAE) measured the traveling customer's expectations and experiences at San Diego International Airport (SDIA). Three hundred eighty-five travelers were interviewed on 11 airport-related services, key experiences shaping the traveler's overall impression and level of satisfaction with SDIA. The analysis focused on identifying demographic differences and overall performance to traveler expectations for each of the 11 items. Analysis of the data revealed that airport services exceed expectations on four airport service areas and were below expectations on six. TAE results were used to produce three sets of recommendations. The first set includes actions that airport managers can take relative to the process and development of an enhanced decision-making capability. The second set of recommendations is specific to the findings of the TAE and reflects potential areas for further investigation. The last set contains general recommendations that would improve upon this type of study. The intended net effect of this project was the initiation of a more efficient, collaborative process that promotes an objective appraisal of opportunities to improve customer service and effect change. Results to date suggest that such changes have been made, although the rate of implementation was slower than anticipated. Increased reliance on the lessons learned during the TAE project is expected to serve as an incubator for additional change at SDIA.
