Airport Process Measurement

Programme brief
2014
 WHY IMPROVE YOUR AIRPORT’S PROCESSES?

The best airport processes are not even noticed by passengers.

Are your airport’s processes too complex?

Monitor processes and set SLAs Optimize passenger satisfaction

Delhi Airport Hong Kong Airport

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 WHY IMPROVE YOUR AIRPORT’S PROCESSES?

Processes play a key part of your airport experience, directly

influencing satisfaction levels.

ASQ data shows that the longer a passenger waits But most key processes are not directly managed by the
the less satisfied they are airport*
* Source: online survey conducted among 124 airports taking part in ASQ

So airports need a way to monitor processes

& manage 3rd party stakeholders

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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 • On-going measurement of key airport
airport processes processes during peak hours

• Identify bottlenecks and find ways to improve • Simple methodology that can be applied
airport processes in any airport

• Set standards and monitor performance • 16 KPIs covering both the outbound and
inbound process

• Understand link between satisfaction levels • Monthly reporting of performance for

and actual waiting times key airlines and ground handlers

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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

Compatible with existing measurement systems

Save fieldwork costs by integrating current process measurement systems

Link real-life service performance to passenger satisfaction

Understand how satisfaction is impacted by waiting times and set targets that reflect the passenger experience

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 HOW THE RESEARCH WORKS

Monitoring your key processes is easy

1. Download the app 2. Let DKMA help you 3. Measure process 4. DKMA sends you
get started times 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.

Outbound process
• Number of baggage carts
• Check-in process
• Security control
• Departure passport control
• Transfer counters KPIs measured:
• Boarding process • Average waiting times
• Processing times (passengers / hour)
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 Monitor stakeholder performance

• Trend analysis • 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

Four types of reports to give you the full picture

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

Get the highlights Get the full story Get a preview

• Monthly & quarterly dashboard • Detailed report of performance • Simplified reports / tables
for quick access to main results for all operational KPIs
• Available during the quarter
• All operational KPIs split by
• KPI trend over time
airline and ground handler
• Customizable
• KPI’s and data trend over time

4. Raw data – Excel, SPSS, CSV formats

Create your own analysis

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 RESEARCH PRICING

There are two options for purchasing DKMA Process Measurement Research

Full annual subscription DKMA Research App

Get regular feedback on your processes One-off measurement of processes

• Monthly measurement of key airport processes • Fully flexible. Survey for 1 quarter whenever you want.

• Annual cost of USD 20,000 • Cost of participation depends on KPIs chosen to measure

• Does not include fieldwork or the purchase of tablets • 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

How DKMA can help you improve Key facts

service quality
• Quality audits • Based in Switzerland and Canada

• Passenger surveys • Currently working with over 300 airports

worldwide
• Airport process measurements
• Manages the ASQ initiatives for ACI
• Training
• Traffic forecasting for airports worldwide
• Traffic forecasts
• Produce the Global Traffic Forecast report
• Advisory services for ACI

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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

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