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SERVICOM: FAAN to tackle service failure head-on

MMIA Manager, Mrs. Victoria Shinaba delivering the MD FAAN speech at the just concluded SERVICOM Quarterly Stakeholders Forum

……calls for stakeholders support

……identifies area of service improvement

The Federal Airports Authority of Nigeria FAAN says it is strategizing to ensure that the issues of reports of negative staff attitude, lack of trust, extortion, weak customer relationship management and service failures across agencies are addressed.

To this end, the FAAN Managing Director, Saleh Dunoma at the 4th SERVICOM Quarterly Stakeholders Forum in Lagos said as a matter of urgency, the agency is brainstorming and strategizing on the way forward for the upcoming year.

This is just as he added that the agency is reviewing what has been done in the earlier Programmes and identify whatever area that they are yet to improve upon.

Dunoma represented by the Lagos Airport International Manager, Mrs. Victoria Shinaba noted that with the complaints receive from the SERVICOM Presidency of ill treatment of airport users, cancellation of flights without resource, loss of baggage and non refund of claims, 100% customer satisfaction cannot be said to have been achieved.

“Our customers are the voice of reasoning that we must endeavor to listen to if we are to achieve remarkable results. We must cooperate with them to achieve seamless facilitation”.

He emphasized that this is the time to think outside the box and seek to WOW its customers, “the world is a global village and as such we must strike to replicate other good things we have seen in other airports globally, we must not be left behind”.

General Manager, SERVICOM, Mrs. Ebele Okoye while delivering her address of welcome noted that after the last Quaterly meeting some issues raised like maintenance of the conveyor belts, CCTV, convenience facilities have been addressed.

” more CCTV have been installed in strategic places for more coverage at the airport environment, conveyor belts are constantly serviced for efficiency, FAAN has illuminated the walk ways from the MMIA terminal building to the car park to ensure passengers/customers safety, the lift are in a far better working condition and more efforts are in place to ensure more seamless service”.

She explained that the forum has been held at 5 airports across the country, namely MMIA, Abuja, Enugu, Kano and Port-Harcourt airports, x-raying the basic challenges faced by their stakeholders who have I depth interface with service seekers and solution were also proffered through this process.
“About 5,000 of our staff have been sensitized on the need for good quality service delivery”.

While delivering a paper on Continuos improvement on Quality Service Delivery, the Director Operations SERVICOM office in the Presedency, Mrs. Jumai Abdullahi said stakeholders must join hands with FAAN to succeed in its quest of ensuring quality service delivery, adding that when there is failure it affects everybody.

She noted that this can be achieved with commitment on the part of all stakeholders and urged FAAN to develop a Service Improvement Planning, SIP, that will assist FAAN to have a practical framework for continuous improvement.

“The benefits of SIP is to provide a roadmap to the positive outcomes priotized by FAAN, help focus on key issues such as quality and productivity/ efficiency, enable FAAN make rational and coordinated decisions about improving the services they provide”.

The 4th SERVICOM forum ended with the presentation of certificates of Appreciation to some government agencies, International airlines and the media who have supported FAAN in its service delivery.

The agencies and airlines includes the Nigeria Immigration Service, the Nigeria Police, Overland Airways, Arik Air, Emirates, Lufthansa etc while the media includes, Radio Nigeria, NAN, Daily Times the Telegraph, AIT and Lagos Traffic Radio.


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