Justification 4 Public Health and Business Impact 4 Scope 4 Objectives 5 Major Delegatements 5 Major Delegates 5 Major Delegates 5 Major Delegates 5 Major Delegates 5 Major Delegates 5 Major Delegates

Ahmed
[COMPANY NAME] [Company address]
PROJECT MANAGEMENT
PASSENGERS PERCEPTION

Contents
Purpose of Project Charter........................................................................................................... 2
Project Overview.......................................................................................................................... 2
Theoretical Framework............................................................................................................... 3
Research Question...................................................................................................................... 3
Research Design......................................................................................................................... 3
Research Method........................................................................................................................ 3
Justification................................................................................................................................... 4
Business Need............................................................................................................................ 4
Public Health and Business Impact............................................................................................4
Scope............................................................................................................................................ 4
Objectives.................................................................................................................................. 4
High-Level Requirements............................................................................................................ 5
Major Deliverables..................................................................................................................... 5
Boundaries................................................................................................................................. 6
Duration........................................................................................................................................ 6
Timeline.................................................................................................................................... 6
Project Milestones...................................................................................................................... 7
Budget Estimate............................................................................................................................. 8
Funding Source.......................................................................................................................... 8
Estimate.................................................................................................................................... 8
High-Level Alternatives Analysis.................................................................................................... 8
Assumptions, Constraints and Risks................................................................................................. 9
Assumptions.............................................................................................................................. 9
Constraints................................................................................................................................. 9
Risks.......................................................................................................................................... 10
Project Organization.................................................................................................................. 11
Roles and Responsibilities....................................................................................................... 11
Stakeholders (Internal and External)........................................................................................... 12
Project Charter approval............................................................................................................... 13
References................................................................................................................................... 14

Introduction
This project charter proposes strategies to execute for the management of customer perception
for the Aotearoa Airlines. It contains the details of the project background and explains the
strategies to be used along with the project deliverables, timelines and cost estimation. The
charter justifies the viability of the project with respect to airport business and explains how the
project can be executed effectively within available budget.
Purpose of Project Charter
The purpose of this project is to manage the perception of airport passengers about the waiting
time and to understand the impact of their perceptions on service evaluation and customer
satisfaction.
The customer perception management project charter is prepared to provide the decision maker
an opportunity to evaluate the project for its viability and approve the funds needed for its
execution. This document contains the details of the need for the project, its scope, justification,
and resource requirements. This charter has been prepared by the project management and would
be reviewed and approved by the Project Sponsor who is the CFO of Aotearoa Airlines.
The charter contains the overview of the project and other details needed for the project sponsor
to take decision on its acceptance including budget estimates, roles and responsibilities, business
justification, risk management strategy, and stakeholder management.
Project Overview
This project charter would be made for the 18 months in which perception of customers would
be managed and the impact of perception would be explored. As per the passengers, the waiting
time is long and the project aims to reduce this such that passengers do not feel like waiting
longer. A number of different strategies can be used for this including increase of occupied time
to reduce unoccupied time by placing arrival gates away from incoming planes so that customers
would be walking more instead of waiting. The airlines can add check-in options such as internet
check-in and kiosk check-in allowing them to come a little later at the airport so that their
waiting time can be reduced. For studying the impact of perception about waiting time on the

customer satisfaction and service evaluation, SERVQUAL analysis would be done on the data
collected through survey using questionnaire containing questions on demographics,
expectations, perceived time, service quality perception, and satisfaction. The impact of
perception would be studied in two phases including the initial phase of the project and the phase
after implementation of perception management strategies (Lindberg, 2013).
Theoretical Framework
This research would use the SERVQUAL model to study the perception and expectations about
the airline’s services in their customers. As per this model, customers have some expectations
related to products or services that can be tangibles, reliability, empathy, assurance, and
responsiveness. Each of these factors would shape the actual perception which could be different
from expectation. The objective of any company would remain reduction of this gap which can
be done only when there is a realization of this gap. With the use of this model, the airlines
organization would be able to understand the gaps between customer perception and their
expectations from airlines so that appropriate measures can be taken to manage their perception
and bring them closer to expectations [ CITATION Usm15 \l 2057 ]
.
Research Question
The aim of the research is to manage customer perception about the waiting time and
understand its impact on them. TO achieve this aim, follow research questions have to be
answered:
How does waiting time at the airport affect the perception of customers about the service
of the airlines?
Does the customer perception of waiting time at the airport affect the customer
satisfaction?
How can the airport management manage the perception of customers about the waiting
time at the airport?
Research Design
The current research makes use of a mixed research involving qualitative data taken through
interviews and quantitative data taken through survey that would be analyzed using statistical
methods.