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

Contents 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 Stakeholders (Internal and External) 12

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 (Qadri, 2015)
.
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.

Research Method
For research, the customers at the airport would be surveyed and airport management staff
would be interviewed to collect data on the customer perception about waiting time and on the
impact of executing perception management strategies on them.
Justification
Business Need
Aotearoa Airlines operates flights over New Zealand, Australia, and Pacific Islands. Its fleets
include Aerospatiale ATR72, Bombardier Q300, Airbus A320, and Beechcraft King Airs. The
Bombardiers in the fleet are outdated and thus, are to be replaced for which the order has been
placed. However, this would take time because of delivery delay which would increase the
waiting time for the passengers. This could take 18 months and till that time, the company needs
to take actions for managing perceptions of consumers about the waiting time. It also needs to
understand how the perception would affect the customer satisfaction and product evaluation in
customers about the Airlines. The perception of customers has to managed till the new fleet is
ready which is 18 months.
Public Health and Business Impact
The project involves collection of data from the customers which would make them feel involved
in the process which can be a positive engagement for the consumers. To the business, it will
give insights into how consumer perceptions are shaped. With implementation of the perception
management strategies, the company would be able to reduce the waiting time as perceived by
customers which would increase their satisfaction. The survey data analysis would reveal the
level of improvement experienced.
Scope
Objectives
The objectives of the customer perception management project at the airport about waiting time
for flights are:

· Reduction of the actual waiting time for the customers are the airport through
implementation of new strategies
· Understanding the impact of perceived waiting time in customers on their
perception about service quality and satisfaction
· Exploring the changes in the impact of customer perception on service quality
and satisfaction after implementation of new strategies
High-Level Requirements
The high-level requirements of the project are listed in the table below
Sr.
No.
Requirement Description
1 Reduction of waiting time of customers at the airport
2 Conducting study on customers to study the impact of their
perception about waiting time on perceived quality and satisfaction
Major Deliverables
The project deliverables include the execution of the strategy for reduction of the waiting time at
the airport, addition of the check-in options allowing customers to check-in before boarding, and
performing SERVQUAL analysis to understand the impact of the perception about time in
customers on their perception about quality of airport services and their level of satisfaction.
The major deliverables of the project would be
Major Deliverable Deliverable Description
Reducing unoccupied time The distance between arrival gates and the
planes would be increased so that customers
spend more time walking than waiting
Check-in options Check-in options like internet and kiosks
would be added allowing customers to
arrive later than in the manual process of

counter-based check-in
SERVQUAL Analysis Survey on consumers to understand their
perceived waiting time and the impact of
same on service quality and customer
satisfaction (Zwikael & Unger-Aviram,
2010).
Boundaries
Following deliverables would be in the project scope:
● reduction of waiting time of consumers by increasing distance between arrival gate and
flights
● reduction of waiting time of consumers by giving them extra check-in options like
through internet and kiosks so that their reporting time could be later
● Collection of data on customer perception through surveys and interviews
● SERVQUAL analysis of the data collected to assess the impact of customer perception
on service quality and customer perception
Following items would be beyond the scope of the project -
● Management of kiosks and internet check-in
● Training of the employees and customers on the developed software to be used for check-
in
Duration
Timeline
The project would be executed for the period of 12 months in which 3 months would be needed
for changing the airport internal management to enable distance between the arrival gate and the

flight area. In the next two months, the software modules would be developed for the company
portal to add internet-based check-in. Another 2 months would also be taken to procure the
kiosks for the installation of check-in facility through it at the airport for which the company
would publish requirement and receive proposals from vendors.
Project Milestones
The project would be completed in 18 months and assuming that it would begin from 1st Jan
2019, the project would be completed by 30th June 2020. The table below sets the milestones for
each major deliverable of the project
Deliverables Milestones
Change in Airport structure to increase
distance between arrival area and flight
area
31st March 2019
Conduct survey on customers at the
airport
30th May 2019
Development of the software module for
adding internet-based check-in
31st July 2019
Conduct interviews with customers to
understand their concerns with
30th Sept 2019
Procurement of Kiosks for check-in at
the airport
30th Nov 2019
SERVQUAL Analysis 31st Dec 2019

Budget Estimate
Funding Source
The funds would be needed for procurement and installation of kiosks, rearrangement at the
airport, development of online module for check-in and conducting research as well as
performing SERVQUAL analysis. The funds for these developments would be provided by the
Airport Fund Managers who would be disbursing money upon approval from the authority
within the organization.
Estimate
The project is expected to be completed at the total cost of $400,000 and the project manager
would keep a contingency budget of $40,000 to take care of inevitable emergency situations.
This fund would only get utilized when the project crosses the budget limits.
High-Level Alternatives Analysis
The alternative to the current development project is no changes to be made in the organization
and no surveying or interviewing of the customers at the airport. The first alternative would
result into increase in dissatisfaction in customers who would be faced with longer waiting times
which could affect their perceptions about the quality of airlines and reduce levels of satisfaction.

Thus, it would not be a feasible option to take. The second alternative if to not invest into data
collection and SERVQUAL analysis. While this measure would save money for the company but
it would not give the company information on whether the implementation of perception
management strategies is working in the case of customers. Moreover, with the lack of data, the
company cannot truly identify the pain points of the customers that could help them manage the
perception well (Hornstein, 2015).
Assumptions, Constraints and Risks
Assumptions
This project would be successfully delivered based on certain assumptions and these include:
1. The company would approve the required funds for the execution of the project
2. The project team has sufficient knowledge and experience needed to execute the
project
3. The budget cost of the project is well within the budget of the company set for
development
Constraints
The project also has certain constraints such as
1. The project needs to be completed on time as any delays would cause inconvenience to
customers which would not be good for the company
2. The installation of Kiosks and Internet based check-in have to be completed within the
budget (Eriksson, Lilliesköld, Jonsson & Novosel, 2002).
3. The project has limited resources to work with and thus, all the project team members
need to be retained and new hiring can be done only when either of them leave the
project

Risks
The project is likely to face certain risks for which the response strategies can be defined. These
responses can be avoidance of the risk, acceptance of the risk, transfer to another party or
mitigation based on the level of severity of the risk and its impacts on the project. The project
manager would be taking steps to avoid risks identified and if they could not be avoided, the
manager would delegate the responsibility of mitigation to the concerned department.
The table below identifies certain risks and defines the response strategy for the same:
Risk Response strategy
Delivery delays Transfer: If the delays are in the supply of kiosk or the
internet-based module for check-in, the mistake would of
the suppliers a developer and thus, they could be charged
for the losses incurred by the company due to these delays.
Cost overrun Avoid: The project would be monitored throughout
against the plan with costs measured such that increase in
costs can be controlled and measures are taken to ensure
that the project does not exceed the budget (Creedy,
Skitmore & Wong, 2010).
Bugs in software Avoid: The software needs to be tested before it is
launched such that ay bugs can be identified and
eliminated before final software is launched.
Lack of resources Mitigate: If the resources leave the project in between, the
work can be redistributed to existing resources and new
resources can be hired (Schoonwinkel, 2016).
Lack of acceptance in
customers
Avoid: The customer feedback needs to be taken while
defining strategies for perception management such that
they accept the outcome once the project is executed

without resistance (Legris & Collerette, 2006).
Project Organization
Roles and Responsibilities
The key professionals who would be working on the project would include the project sponsor,
project manager, software developer, procurement officer, and airport manager. The
responsibilities of each of these internal stakeholders are presented in the table below
Project Role Project Responsibilities
Project Sponsor Project sponsor would be approving the funds needed for the project
after reviewing the project charter. His responsibilities would include
reviewing of project cost and deliverable to check the viability of the
project and based on it decide the elements of the project to be
retained.
Project
Manager
Project manager would be responsible for managing different phases
of the project including initiation, planning, execution, monitoring,
control, and closure, managing the human resources, and project
delivery (Keegan & Den Hartog, 2004).
Airport
Manager
Airport manager would be taking care of the airport activities
including rearranging of facilities and installation of kiosks (Wikina,
2008)
Procurement
Officer
Procurement officer would take care of the bids and proposals of the
vendors for development of software and purchase of kiosks, as well
as would select and have contractual arrangements with them
Developers Developers would be responsible for the development of software

modules for the internet-based check-in
Researcher The researcher would be preparing questionnaire for interviews and
survey to collect data for SERVQUAL analysis and would be
performing analysis of the data to understand the impact of customer
perception on service quality and satisfaction
Stakeholders (Internal and External)
The project would have internal stakeholders from within the Airport Organization and external
stakeholders who could be influencing the project. Internal stakeholders of the project include:
Project Sponsor: The sponsor would be reviewing charter and approving budget. He needs to
know that the project is viable and beneficial to the company to be able to support it. The project
manager would submit the project charter to the sponsor to get his buy-in and approval.
Staff: The airport staff would be required to cooperate in the development activities for which
they need to be informed, consulted and involved in the project activities that need work inside
the airport. The staff would be involved on the project wherever needed including activities like
managing customer perception, participating in the surveys, and assisting in rearrangements.
Airport manager: Airport manager would be taking care of project execution within the airport
premise. Airport manager needs to be consulted and kept informed about all the activities of the
project (Ponnappa, 2014).
External stakeholders of the project include:
Customers: Customers of the airport would be using the services and are the primary target to
get acceptance and thus, they would be involved by the management through surveys and
interviews. The customers are most crucial to the project as their views would shape the success
of the project.

Suppliers: Vendors and suppliers would be delivering kiosks for which they have to be informed
clearly about the needed specifications. They would be participating in the project through the
bidding process (Gilbertson-White et al., 2018).
Project Charter approval
This project charter is approved by the authorities assigned as mentioned below from the Airport
and project organization.
Signature: Date:
Print Name:
Title:
Role:
Signature: Date:
Print
Name:
Title:
Role:

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