Service Excellence Beyond Your Imagination

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Corey Walters
5 years ago
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1 o u r n e y t o G r e a t n e s s Service Excellence Beyond Your Imagination March 2008 Incheon International Airport Corporation

2 Index IIAC Today Service Excellence (PR Video) CS Action Plans

3 IIAC today

4 urrent Facts 10th in International Passenger vol. and 2 nd in Cargo vol. in 2007 A/C A/C Movement Movement 69 Airlines, 51 Countries, 168 Destinations 126,064130, , , , , Passenger Passenger (Thousand Passenger) 31,228 28,191 26,051 24,084 20,924 19, Cargo Cargo (Thousand Ton) 2,133 2,150 2,336 2,555 1,705 1,

perational results/awards 2005 World Best Airport in AETRA

Best Airport Time Readers Travel Choice Awards CAPA( Center

ASQ(2005~2007) Time Awards(2006) GT Award(2006~2007) OAG

Global Travel Magazine World Best Airport OAG World Best

5 perational results/awards 2005 World Best Airport in AETRA 2006 World Best Airport in ASQ Global Travel Magazine World Best Airport Time Readers Travel Choice Awards CAPA( Center for Asia Pacific Aviation ) Airport of the year 2007 ASQ(2005~2007) Time Awards(2006) GT Award(2006~2007) OAG Awards(2007) erformance & Awards World Best Airport in ASQ Global Travel Magazine World Best Airport OAG World Best Airport Skytrax Winner 2007 Airport of the year Peter F. Drucker Award for Nonprofit Innovation

6 inancial Results Sales have increased by more than 10% year-on-year since the opening. According to the 1999 financial analyses, IIAC was expected to have a positive net income after However, the corporation was able to achieve this goal in 2004, full 4 years earlier. Sales (Unit : Billions of KRW) Net income (Unit : Billions of KRW) Major Financial Indicators (Unit : Billions of KRW) Sales 5,929 7,051 7,925 8,753 9,714 Operating incomes 1,775 2,759 3,438 4,064 4,607 Net income ,495 1,239 1,451 2,071

Journey to Greatness, A World Best Air Hub Vision 2010 and Dream 2030 as medium &

World Class Mega Hub Dream 2030 Successful Airport Opening Cumulative 100millions

World Wide (2006) Cumulative 10million tons of Cargo 100,000 PAXs per day 10 th in

7 Journey to Greatness, A World Best Air Hub Vision 2010 and Dream 2030 as medium & long term vision and strategy for Journey to Greatness towards World Class Mega Hub World Class Mega Hub Dream 2030 Successful Airport Opening Cumulative 100millions PAXs Best Airport World Wide First CAT-Ⅲb (2005) operation in Asia Best Airport World Wide (2006) Cumulative 10million tons of Cargo 100,000 PAXs per day 10 th in int l PAX volume 2 nd in int l cargo Global Top 5 Air Hub Vision

8 Service Excellence

9 Framework of CS Strategy To Achieve vision & Mission, Create a coherent CS strategy by IIAC. CS Compensation CS Survey Compensation Awards Recognition Support Accerlate Innovation CS Innovation Improve CS Process CS Training Employee satisfaction activity Overall service Improvement activity CS Infra & System complaint handling process Build up Compensation Awards system Set up service standard Build up CS Survey system CRM CS Culture & Education Spread out CS Strategy CS announcement & identity Share CS Vision Enhancement of organizational competency CS Strategy CS Vision Extract Overall tasks Organizational Structure for CS Define detailed Customer needs

10 S Management Network CS network enables all 35,000 airport workers including IIAC itself, airlines, business partners to offer systematic and unified services to its customers CS Leader Committee Consumer Committee CS Infrastructure Service Improvement Committee Focus Group

11 S Culture Promote a CS Culture by offering over 500 educational programs annually Develop programs designed to build bonds among employees

12 CS Action Plans

13 nd Phase Grand Open Period : January 2002 June 2008 Project cost : US$ 4.1 billion One runway, one concourse (32 gates), cargo terminal To be completed before 2008 Beijing Olympic Games Facilities relocation and renovation in line with the opening

14 ew Service Concept of IIAC Value Creation for our customers by maximizing service improvements To offer an exciting new experience to our customers NEW FUN Infrastructure U-Airport SAFETY SPEED EXCITING Software Cultureport Transit Passenger Facilities All in One Site Concession Star & Starlife

15 AIRSTAR - World Best Airport Shopping Mall 1. Creation of a New & Unique concession Operation of Star & Starlife concept to bring the customers a new exciting experience, full of energy and life z Launching of AIRSTAR as the new concession brand of IIAC z J o u r n e y t o G r e a t n e s s

16 ultureport 2. Exciting new experience to customers - Through cultural and artistic events Traditional experience of Korea Experience Classic mini concert Korean traditional parade Korean Tradition Modern Pop Art Modern dance performance Traditional dance festival National Museum of Korea 16 Baik Nam Jun Media Art Exhibition

17 -Airport 3. Service quality improvement - By creating an U-airport system based on IT & BT 3 u-mobile 2 u-self Check-in 1 u-cyber Terminal 4 u-immigration u-airport u-card u-shop/board Boarding

18 ransit Passenger Facilities & Amenities 4. New Transit Passenger Facilities - Space for exhibition, lounges, internet and relaxation

19 conic Landmark & Landscape 5. Creating long lasting memories - Symbolic art piece with futuristic design - Landscape with pine trees and seasonal flowers Flight to the future

20 Love, Happiness, Travel and Business Airports are places where dreams come true. IIAC is creating values that exceed customer s expectations by providing a wide spectrum of services in areas of culture, shopping, leisure and entertainment.

CVG Overview Connect with CVG March 29, 2017

CVG Overview Connect with CVG March 29, 2017 Launching Point Strategic Plan CVG Launching Point Strategies for 2016 and Beyond Vision: Make travel through CVG and unforgettably positive experience Mission: