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TRANSCRIPT
Airport Process Measurement
Programme brief
2014
© DKMA 2014 1
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
© DKMA 2014 2
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
© DKMA 2014 3
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
© DKMA 2014 4
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
© DKMA 2014 5
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
© DKMA 2014 6
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
© DKMA 2014 7
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
© DKMA 2014 8
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
© DKMA 2014 9
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
© DKMA 2014 10
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
© DKMA 2014 11
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
© DKMA 2014 12
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: [email protected]
www.dkma.com