1. MAG in partnership with our local Schools

2. Setting up the Customer First Team Concept sold in during form meetings and assembly. Also notice boards and other communications channels. Students and Teaching/Support Staff encouraged to apply. Students and Teaching/Support Staff fill in simple application form. Selection process, and interview.

3. Setting up the Customer First Team 6 Students in team to be selected by the Head Teacher/Deputy Head – following selection process. A Facilitator from the Teaching/Support Team to be selected and nominated – following selection process. Students and Facilitator to demonstrate the following behaviors and attitude. Flexible and open mind Want to make a difference Be Proactive and Embrace changes Keen to learn and work in team Function as team to achieve a common goal

4. Team Work Meet Once per week at an agreed/dedicated location(Hours to be agreed) Customer First Team Facilitator to provide Students with understanding of Customer first Teams On an ongoing basis Students receive coaching and Mentoring on the school site from the Facilitator and other champions of the programme.

5. Training Programme (in Partnership with MAG) Students to work at MA as Customer First Team On site Visits to different areas of Airport Environment Develop Students Confidence working on projects linked to Customer Journey Research innovative ways to communicate Students to undertake Class room training, combined with on job mentoring

6. Classroom Training at School Delivered by Facilitator Identifying Problems Solve problems using “group solving tools and techniques Focussing team to tackle solutions from different angles. Deliver solutions, including working to a plan to achieve end objective Evaluate and share lessons learned with others

7. Identify Problem Brain Storm Solutions Create Project Document Ask for approval – Head Teacher or Panel of Teachers & Support Staff Quick Response within 24 hours Team roll the project out Spread the word!!! Celebrate Lessons Learned