SeyyedAbdolHojjat MoghadasNian - Tarbiat Modares University
Reyhaneh Mozafari - University of Applied Sciences

In the intricate and regulated environment of the airline industry, thestrategic management of protocols has emerged as a cornerstone ofoperational excellence. This study delves into the adoption and impact ofKey Performance Indicators (KPIs) in enhancing protocol managementacross various dimensions, including compliance, risk management,customer satisfaction, and operational efficiency. Through a mixedmethodsresearch approach, incorporating both quantitative and qualitativeanalyses, this paper identifies crucial KPIs integral to the Chief ProtocolOfficer’s role within airlines. It evaluates their implementation strategiesand assesses the outcomes of KPI-driven management practices. Thefindings highlight the paramount importance of aligning KPIs withstrategic objectives, leveraging advanced technologies for data analysis,and the necessity of customizing KPIs to fit specific operational contexts.A culture of continuous improvement, informed by stakeholderengagement and regular KPI reviews, is underscored as essential for۲sustaining enhancements in protocol management. This study contributesto the theoretical and practical understanding of strategic protocolmanagement in aviation, offering a framework for airlines to navigateoperational complexities with greater agility and effectiveness. Theconclusions drawn underscore the strategic imperative of a KPI-drivenapproach in achieving competitive differentiation and operationalexcellence in the airline industry.

Airline Protocol Management, Key Performance Indicators, OperationalEfficiency, Strategic Management, Compliance