Resultant degree by which Customer Experience always HAPPENS to exceed his expectations, through our Service Delivery Process Chain encompassing seven simple steps.
Quality Obligation @ DIAL:
Quality Begins With Me.
Quality Motto @ DIAL:

I would like to reiterate our Group Chairman’s viewpoint of we becoming a customer-centric, process-driven, team working institution, by deploying seamless work-streams that are proactive & error-proof. There are several global best practices and tools followed to do so, within & across the industry especially manufacturing . These can be Lean Manufacturing, Six Sigma or Lean Sigma, TQM, TPM or whatever best suits us to adopt & equip ourselves with.

I believe that “Quality” in today’s scenario stands redefined as quick Customer Delight at best cost leading to “Value for Money”. To this extent the lean enterprise drive - “DIALean” is a great initiative. It not only identifies waste, as we deliver superior service through customer centric processes, but also eliminate them systematically.

Yes we all will agree that the ‘CHANGE is the only CONSTANT’ factor in today’s dynamic business situation. And it is the resilience for this change-management that I will like to redefine Quality as. How quickly we grasp the perpetually rising passenger expectations & rapidly Deliver 2 Delight   them, is a big differentiator. Each one us can contribute to it by practicing this principle by following these very basic Seven-Steps  :  

1. Know Your Customer.               
2. Understand his expectations.               
3. Skill Up Adequately.                                    
4. Follow Standard Operating Processes
5. Deliver Consistently .            
6. Seek Feedback.                   
7. Improve Continuously

We are here to meet challenges, expectations and demands of our customers and make them delighted every time. The commitment and hard work of all the stakeholders, who have been contributing in creating Indira Gandhi International (IGI) Airport as a World Class airport is appreciated.

In accordance with the Airports Development Quality Policy, I am committed in my support for enabling DIAL to create World class airport at international standards. T3 construction project is in its final stage which will be showcased to the public before Commonwealth game. All departments have more or less achieved their major milestones and waiting to accomplish their job within set timelines. But we must remember that our aim is not only to achieve our targets but also to ensure that all the facilities are functioning properly without any hindrance. Therefore, testing and making them commissioning is vital.

Quality as I see has three ‘P’ s  : The Product , the Process & last but the most important the People. An all-encompassing approach to continuous improvement of all of these is what they perhaps call as TQM.

We have put in place an effective complaint handling system for responding, recording, reporting and using complaints to improve service delivery. It  is an essential part of providing quality service as it acts as an additional measure of customer satisfaction and is a useful source of information for our managers that can be used to drive improvement. We have also initiated a first of its kind feedback system vide which we endeavor to address passengers complaints within 15-20 min. of their being logged at “Feedback Kiosks” which are placed at various locations inside the Airport building.

Achievement of ISO 9001-2008 certification for following teams:
Terminals
Cargo
CISF
Airport PD

Creating quality & service culture
Developing employee engagement program like complaint management
Involvement of more than 200 employees as Quality Champions in various initiatives
Training to more than 10000 employees of IGIA on various quality aspects
Continuous improvement in ASQ rating

Delhi IGIA has been rated as the 1st Airport in the category of airports handling 15-25 Million Passengers per annum & 24th position all round the world in Qtr 3 2009.