SeyyedAbdolHojjat MoghadasNian - Tarbiat Modares University, Tehran, Iran
Zohreh Ashrafi - Islamic Azad University, West Tehran Branch

This study delves into the strategic management of Key Performance Indicators (KPIs) within the Operation Control Centers (OCCs) of airlines, a critical component for enhancing operational efficiency, ensuring safety compliance, and elevating customer satisfaction levels. Through a mixed-methods approach, incorporating both quantitative analysis of operational data and qualitative insights from industry experts, this research identifies essential KPIs across various operational domains. It further explores the impact of effective KPI management on operational outcomes, utilizing case studies and performance data to underscore the transformative potential of a data-driven approach. The findings reveal that strategic KPI management significantly contributes to operational improvements, safety enhancements, and superior customer experiences. By offering actionable strategies for optimizing KPI tracking and analysis, this study provides a comprehensive framework for OCC Directors and airline managers aiming to achieve operational excellence. The research underscores the necessity of adopting advanced analytics, fostering cross-functional collaboration, and prioritizing continuous improvement in the dynamic airline industry.

Airline Operations, Key Performance Indicators, Operational Efficiency, Safety Compliance, Customer Satisfaction, Data-Driven Management