Mumbai International Airport Pvt. Limited (MIAL), the company that administers the Chhatrapati Shivaji International Airport (CSIA), was recently awarded the prestigious Business Excellence (BE) Star Recognition as Leader for Excellence in Customer Management from the Confederation of Indian Industries (CII) at an award function held in Bengaluru. The award was presented by Chairman, CII-IQ & Managing Director, Tata Chemicals Limited, R Mukundan and Ex-president CII and Chairman Sanmar Group, N Kumar during the National Quality Summit.
Following an on-site evaluation conducted by the assessors of CII’s Institute of Quality, MIAL’s proficiency in Customer Management across various functions like customer service, complaint management, exclusive passenger services, valet services, efficient runway maintenance practices, cargo management systems, elevated road, and the Terminal 2 art programme, among others was found highly commendable.
The BE Star Recognition programme offers a unique opportunity to MIAL to showcase its outstanding practices in the areas of Operations, Customer and People Management, substantiating its efforts towards achieving its goal of comprehensive customer satisfaction.
MIAL prides itself on its dedication to the comfort and welfare of its passengers, and brings to them world-class facilities and services. Through its intricately detailed infrastructure and the vast art display at the ‘Jaya He’ museum, the airport offers its passengers an aesthetic ambience to explore at leisure. With premium offerings like Pranaam Guest Services, Niranta Transit Hotel, and Dog Therapy, to name a few, MIAL ensures that its passengers have a memorable experience.
The CII-IQ, in partnership with EXIM Bank of India, started the Business Excellence movement in India almost 20 years ago. Since then, many Indian organisations across sectors have adopted the Excellence Model framework in their businesses. Through its BE Star Recognition Programme, based on unbiased assessment, CII-IQ aims to provide wider visibility to exemplary organizational practices.