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  • Towards a Gold Standard Operations Control Centre (OCC): Applying Creative Leadership principles in the re-design of an OCC at a leading international airline

Ivanova, Ninela, Gheerawo, Rama, Poggi, Juliette, Gadzheva, Ivelina and Ramster, Gail, 2020, Conference or Workshop, Towards a Gold Standard Operations Control Centre (OCC): Applying Creative Leadership principles in the re-design of an OCC at a leading international airline at dmi: Academic Design Management Conference ADMC 2020, virtual, 3-7 Aug 2020.

Abstract or Description:

Creative Leadership (CL) is a leadership model comprising the three values of Empathy, Clarity and Creativity, which are considered baseline operational and leadership attributes in a Fourth Industrial Revolution (4IR) world. This paper presents a case study charting the application of CL principles within delivery of a complex research project involving international collaboration between The Helen Hamlyn Centre for Design (HHCD) at London’s Royal College of Art (RCA), a strategic partner – TATA Consultancy Services (TCS), and an airline client [the Airline]. The purpose of the design research was to improve the operational efficiency of the Airline, whilst improving staff and customer experience. This addressed three discrete, yet interlinked areas of delivery within the Airline Operations Control Centre (OCC), namely Technology, Environment and People. The three values of CL – Empathy, Clarity and Creativity – were exercised to align physical, technological and psychological factors. These were implemented in the design of a UX technology that made complex information accessible at a glance, and the re-design of the OCC office environment to enable better communication and personal wellbeing. This paper captures the process and outcomes, whilst reflecting on the efficacy of the CL model as a progressive framework for innovation, growth and development.

Official URL: https://www.dmi.org/page/ADMC2020Proceedings
Subjects: Other > Technologies > J900 Others in Technology > J920 Ergonomics
Creative Arts and Design > W200 Design studies
Creative Arts and Design > W200 Design studies > W230 Clothing/Fashion Design
Creative Arts and Design > W200 Design studies > W250 Interior Design
Creative Arts and Design > W200 Design studies > W280 Interactive and Electronic Design
School or Centre: Research Centres > Helen Hamlyn Centre for Design
Uncontrolled Keywords: Creative Leadership; airline; operations control; people-centred design; design research
Date Deposited: 17 Aug 2020 14:43
Last Modified: 17 Aug 2020 14:43
URI: https://researchonline.rca.ac.uk/id/eprint/4471
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