8 . Glasgow Business December 2015


INTEL Amanda McMillan OBE, Chief Executive, AGS Airports Ltd


Each issue we ask a major business fi gure what technology they use to gather the information they need to keep their fi nger on the pulse


Tapping into the value of real-time feedback


» Interactive feedback stations give instant customer views


GADGETS/SOFTWARE THAT MAKE YOUR WORKING LIFE EASIER:


“Like most people, I use an iPad and I am currently get ing to grips with the Microsoſt Lumia handset, which I use for work. I spend quite a bit of time out of the offi ce, so I rely heavily on my phone for emails. T e perennial challenge is ensuring you don’t get drawn into checking your emails every moment of the day, so I try to be strict and only look at my emails at set times (usually aſt er my kids are in bed).”


WEBSITES/APPS/MAGAZINES/NEWSPAPERS:


“One of the fi rst things I do when I reach the offi ce is review any coverage relating to the airport or the industry in general. I’ll read T e Herald, T e Scotsman, BBC Online and check websites such as anna.aero and Routesonline, which are great sources of information for airline news. Surprisingly, my best source for current aff airs and breaking news is not an app but my mum. She provides constant updates throughout the day and gives my PR team a run for their money. “I don’t have a personal Twit er account, however, it


has become an important tool for the airport and we now have over 40,000 followers. It allows passengers to share feedback and we fi nd it’s particularly helpful during times of disruption, as we can provide instant updates. T ankfully, that doesn’t happen too oſt en.”


HOW DO YOU USE TECHNOLOGY IN YOUR BUSINESS TO GATHER AND ANALYSE CUSTOMER/PASSENGER INFORMATION AND CONSUMER TRENDS?


“Technology has played a hugely important role in helping the airport move towards a real-time feedback model and we have gone to great lengths to make it easy for passengers to provide feedback. “In 2012, we installed an interactive feedback station


at the back of our security hall, which allows passengers to indicate whether they were happy with the service they received by selecting a happy or sad face on an iPad touch screen. We have since installed further customer feedback stations in all of our catering units and our baggage reclaim halls. Any negative feedback is immediately sent, via text, to a manager, who can then make a real time intervention and hopefully resolve any issue. “It really has helped us to have an open and regular


dialogue with our customers and, perhaps more importantly, it allows us to make improvements based on their feedback.”


ESSENTIAL (BUSINESS) BOOKS:


“A few years ago, we set up a book club for the senior management team at the airport, which was a great way


Sir Chris Hoy MBE at Glasgow Airport's 'feedback station'


of encouraging personal and leadership development. We read books such as T e Chimp Paradox by Dr Steve Peters, Stephen Covey’s Seven Habits of Highly Eff ective People and T e Five Dysfunctions of a Team by Patrick Lencioni. We would set aside time during our monthly board meeting to discuss what we each took from the books. It was a fun way of building a values-based and


leadership culture while respecting diff erences within the team.”


PRODUCTIVITY TIPS:


“I think the best tip I’ve received and could share is that continuous


improvement is bet er than postponed perfection. Far too much time can be wasted trying to perfect a piece of work or refi ne an idea rather than being brave enough to put it into practice.


“You should never be frightened of making mistakes. I’ve learned that one of the key skills of a general manager, apart from delegation, is the ability to learn from your mistakes. It’s stood me in good stead over the years and it has certainly helped my team and I to become more productive.”


BEST PIECE OF ADVICE:


“Be yourself – authenticity goes a long way.”


Amanda McMillan OBE, Chief Executive, AGS Airports Ltd


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