Santos, F. J. (2015). Integrated and enhanced TEXNAIA and feedback handling system (Unpublished master's thesis). Public Management Development Program, Development Academy of the Philippines.

Public Management Development Program. Middle Managers Class Batch 5 Thesis (MMC)--Development Academy of the Philippines.

The Manila International Airport Authority (MIAA) is an attached agency of the Department of Transportation and Communication that handles the operations of the four NAIA terminals. The total passengers' volume is constantly increasing each year, with around 36 air carriers operating internationally and domestically. Being the premiere gateway by air to the country, it is incumbent upon NAIA authorities to ensure that the quality of services improves constantly keeping it at par with other international airports in the region or in the world. In an effort to expedite the realization of this goal, MIAA adopted a quality management system so that the passengers facilitation process and its support process have set standards to keep its pace up while delivering quality services to the passengers and to the public as well. With this, the Customer Relations Center (CRC) under the Public Affairs Department was created to manage the processing of feedback particularly on the handling of complaints, which could be a useful source of information to improve service and to measure the customer satisfaction level. The feedback-handling mechanism has been in place for almost 11 years. The processes keep changing to adapt to the current situation and the needs of the public. CRC is greatly limited in the performance of its duties because the data gathered do not reflect the true picture of customer satisfaction. Several problems have been identified, one of which is the lack of cooperation shown by agencies operating at the airport. These agencies do not reply to the feedback endorsed to them. One reason could be that the feedback-handling process is not centralized in CRC as some feedback was received through the TEXNAIA system. It is timely that as scholar of DAP, a Re-Entry Project (ReP) was crafted to address the problem. As such, the implementation of the scholar's Re-Entry Project Integrated and Enhanced TEXNAIA and Feedback-Handling System will be very useful. In this project, the CRC became the central repository of feedback. The TERXNAIA system is integrated into the CRC, where the systems and procedures are now included in the guidelines in the disposition of feedback. Part of the enhancement is the inclusion of several agencies in the loop of the feedback-handling process to address the continuously growing complaints. These agencies include the LTFRB, the LTO and the PNP for transport-related concerns and the CAB and the CAAP for airline-related concerns. For transport- related concerns, an awareness campaign is being initiated for implementation at the different Terminals. This is in line with the recommendation of DAP to undertake preventive measures and to focus on the management of complaints. In addition, the DAP Panel has recommended establishing a plan to measure the effectiveness of the present system; thus, the enrollment of the new feedback- handling process in accordance to the Service Excellence Standards of the MIAA QMS against which the CRC's performance shall be evaluated each month and will be subjected to management review at the end of the year. Furthermore, a comment card to survey the efficiency of the new feedback-handling system shall become available at the CRC for walk-in clients and this will eventually be linked to the electronic mail used to relay action taken to the customer. In the implementation of the ReP, several factors were considered, for example, the resources that would be involved, the time, and effort that would be consumed. Managing and leading a group of people to realize the objective of the project is quite challenging. The successful implementation of the project will depend on the team, the support from management, and the consistent collaboration of other offices and agencies involved in the project.