Atlas Air has one of the world's largest Boeing 747 aircraft fleets and is one of the largest lessees of freight aircraft. The initial phase of the project was focused on engaging with internal stakeholders at the company to better understand their needs related to assessing customer satisfaction with its service. This was done through in-depth interviews and workshops with senior management, and helped inform the development of the qualitative tools used to gather user insights vis-a-vis customer satisfaction and organizational performance. Kevin co-authored the survey instrument, as well as assisted in the development of dossiers for each client to help educate other researchers about the various airlines who are Atlas Air's customers prior to conducting their interviews with them.

Research teams traveled throughout the world to conduct interviews with stakeholders at their home offices. The interviews were multi-pronged, probing around aspects of customer service such as operations and maintenance, client communication, addressing of needs, and overall quality of service. These interviews were conducted with a diverse set of stakeholders at the various airlines to ensure a holistic understanding of perspectives was gathered. Kevin was part of the research team that traveled to China, Hong Kong, Taiwan, South Korea, and Switzerland to engage with C-suite executives and other senior management to administer the survey.

Findings from the worldwide survey exercise were synthesized into design principles that identified salient strategies to address existing challenges as well as to capitalize on emergent opportunities. These findings were consolidated into a final research report and associated deck that was presented to senior management at Atlas Air. This in turn led to additional, targeted research initiatives seeking to identify effective manners in which to operationalize the findings.