Airport Process Measurement

Programme brief

2014

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WHY IMPROVE YOUR AIRPORT’S PROCESSES?

Hong Kong Airport Delhi Airport

The best airport processes are not even noticed by passengers.

Are your airport’s processes too complex?

Optimize passenger satisfaction Monitor processes and set SLAs

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WHY IMPROVE YOUR AIRPORT’S PROCESSES?

Processes play a key part of your airport experience, directly

influencing satisfaction levels.

So airports need a way to monitor processes

& manage 3rd party stakeholders

But most key processes are not directly managed by the

airport*

* Source: online survey conducted among 124 airports taking part in ASQ

ASQ data shows that the longer a passenger waits

the less satisfied they are

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PROCESS MEASUREMENT RESEARCH OVERVIEW

A simple measurement system to help you streamline your processes

RESEARCH GOALS RESEARCH CONCEPT

• Simple way to measure and monitor key

airport processes

• Identify bottlenecks and find ways to improve

airport processes

• Set standards and monitor performance

• Understand link between satisfaction levels

and actual waiting times

• On-going measurement of key airport

processes during peak hours

• Monthly reporting of performance for

key airlines and ground handlers

• 16 KPIs covering both the outbound and

inbound process

• Simple methodology that can be applied

in any airport

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KEY BENEFITS

Simple, efficient way to monitor KPIs No heavy investments, just a simple measurement methodology than can be applied by anyone in minutes

Easy to get started Download the app and begin measurements right away

Impartial tool for measuring performance Use a fully independent system for setting and monitoring standards for staff and suppliers

Link real-life service performance to passenger satisfaction Understand how satisfaction is impacted by waiting times and set targets that reflect the passenger experience

Compatible with existing measurement systems Save fieldwork costs by integrating current process measurement systems

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HOW THE RESEARCH WORKS

Monitoring your key processes is easy

1. Download the app 2. Let DKMA help you

get started

3. Measure process

times

4. DKMA sends you

results and analysis

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KPIs measured

DKMA process measurement monitors operational efficiency for 16 operational KPIs covering

the outbound and inbound processes.

Additional KPIs can be included upon request.

KPIs measured:

• Average waiting times

• Processing times (passengers / hour)

Outbound process

• Number of baggage carts

• Check-in process

• Security control

• Departure passport control

• Transfer counters

• Boarding process

Inbound process

• Baggage delivery

• Arrivals passport control

• Customs inspection

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RESEARCH APP

Simple, easy to use, no hassle

• DKMA designed app specifically created for

measuring airport processes

• Guides fieldworkers through measurements

• Timers & alarms to assist fieldwork staff

• Lower fieldwork costs

• Automatic upload of completed measurements

• Customized for your airport

• Access to full library of DKMA airport research

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WHAT YOU GET

All the insight you need to improve

Monitor processes

• Monthly & quarterly report of

processing times for all key

processes

• Total processing time

• Trend analysis

Monitor stakeholder performance

• KPIs split by airline, ground handler

and airport location

• Set and monitor targets for individual

airlines and ground handlers

And optimize satisfaction levels

• Annual report comparing processing

times with passenger satisfaction

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REPORTS & DELIVERABLES

2. Airport Specific Report 3. Rapid reporting (extra option)

• Detailed report of performance

for all operational KPIs

• KPI trend over time

• Simplified reports / tables

• Available during the quarter

• Customizable

• Monthly & quarterly dashboard

for quick access to main results

• All operational KPIs split by

airline and ground handler

• KPI’s and data trend over time

1. Management Summary

4. Raw data – Excel, SPSS, CSV formats

Four types of reports to give you the full picture

Get the highlights Get the full story Get a preview

Create your own analysis

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RESEARCH PRICING

There are two options for purchasing DKMA Process Measurement Research

Full annual subscription Get regular feedback on your processes

DKMA Research App One-off measurement of processes

• Monthly measurement of key airport processes

• Annual cost of USD 20,000

• Does not include fieldwork or the purchase of tablets

• Fully flexible. Survey for 1 quarter whenever you want.

• Cost of participation depends on KPIs chosen to measure

• Does not include fieldwork or the purchase of tablets

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ABOUT DKMA

DKMA provides the research and insight that helps

over 300 airports improve their service quality

Key facts

• Based in Switzerland and Canada

• Currently working with over 300 airports

worldwide

• Manages the ASQ initiatives for ACI

• Traffic forecasting for airports worldwide

• Produce the Global Traffic Forecast report

for ACI

How DKMA can help you improve

service quality

• Quality audits

• Passenger surveys

• Airport process measurements

• Training

• Traffic forecasts

• Advisory services

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CONTACT DETAILS

Ready to improve your airport’s processes?

Contact DKMA to request a trial or to set up the research at your airport:

Damien Kobel

Director

Tel: +41 22 354 07 54

E-mail: damien.kobel@dkma.com

www.dkma.com