The case "The Public-Private Partnership Hurdle Race: The Case of Delhi International Airport" is about the various challenges faced by the GMR Group who was the private partner in the Delhi Airport Modernization project. The modernization of the Delhi international airport was done under a public-private partnership (PPP). The GMR Group won this bid for the development and modernization, becoming the first private player to work with the government on an airport development venture under the PPP model. Through the experience of the GMR Group, related by its Chairman, G. M. Rao, the case explores the various setbacks and challenges to project implementation posed by the nascent and evolving PPP policy environment in he country. At the same time, the case also presents the government's viewpoint and efforts to deal with the evolution of the aviation sector in India by strengthening the PPP framework. Further, the case underlines the importance of having a strong, well-defined, unambiguous and forward looking policy environment for the successful implementation of PPP projects in India. The case also presents the complexities of making policy decisions in a democratic political system such as India's

Bringing service transformation is always a challenge for any organization. this is not anymore dependent upon the bifurcation of business as into product selling or service selling. All successful businesses are finally customer centric and experience centric. Rather They are focused on how and what the customers feel about the organization for them to want to enter into long term relationships with that company. The case of Delhi International Airport discusses the challenges faced by an entrepreneur to bring his business philosophy and values int reality. physical infrastructure is the tangible component ; behavior, attitude, empathy of the people serving the customers are intangible and critical components. Policies, Processes , Structure and Strategies are the part of the organization design. This case revolves around the complexities Rao faced and then addressed service culture issues in the face of socio economic and policy hurdles forms the learning from the case. This case posses important questions about linking the three key factors, i.e. functioning of th airport, involvement of the private player, evolution of PPP policy in India, with the vital aspect of customer service experience in the Indian airports. The case highlights the complexities of the Indian business environment where service thinking and customer centric service design are largely lacking. It focuses on the entrepreneurs decisions to align the various stakeholders to create service experience for airport customers.