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- Development of a Dashboard to Assess the Performance of an Engineering Customer Support TeamPublication . Bessa, Marco Daniel Costa; Brojo, Francisco Miguel Ribeiro ProençaThis thesis explores the development and implementation of a comprehensive dashboard for monitoring and analyzing Techrequest customer queries regarding the Airbus aircrafts fuel system. The main objective is to develop a Dashboard based on relevant Key Performance Indicators to provide insights for improving the performance of a particular Airbus Customer Support Team (1SYPF). A literature review was carried out on topics such as Customer Support, Key Performance Indicators, Project Management, Skywise software and Big Data. This was followed by the development of the dashboard, where the team’s requirements and objectives were taken into account. Leveraging Contour, an application from Palantir, and utilizing datasets from the Skywise platform, the dashboard integrates multiple key performance indicators (KPIs) to enhance customer support operations. This thesis not only showcases the successful development of a data-driven tool for customer support but also reflects on key achievements and outlining potential avenues for future enhancements. The journey from conceptualization to implementation serves as a compelling illustration of the transformative power of data in elevating and optimizing customer support operations within the aviation industry.