Results

Aeronautics

Passengers with Reduced Mobility (PMR)

Context

Our client is an airport operator who, within his responsibilities, provides assistance to passengers with reduced mobility (PRM). The PRM service is EC regulated and monitored by the country civil aviation authority.

Service is provided by a subcontractor and was not reaching the regulated performance. Low performance at this service was also affecting the airport global performance considering the caused delays either for departures or arrivals.

Approach

Main findings:

No common ground between Stakeholders regarding service model, rules and responsibilities

Poor Management System and metrics

Middle management not capacitated to coordinate and supervise the operations

Main definitions:

  • Stakeholders alignment
  • Service model definition with all stakeholders
  • Operational rules and responsibilities
  • Master plan, rosters and resources flexibility
  • KPI’s and  SLA’s

Main implementations:

  • New service model
  • Management system, root cause analyses and operational meetings
  • Flexibility plan |Recourses development
  • Supervision skill and routines

Main actions:

  • Ensure results maintenance by supporting the middle management with the daily operation
  • Follow daily operation and  management system, including reports to top management

Results

  • -68%

    Accepted Delays

  • +20%

    Service Level (SLA%) - Departure

  • +11%

    Service Level (SLA%) - Arrival

  • +23%

    Overall Efectiveness

  • -2.9%

    Failures (%) - Departure

  • -2.5%

    Failures (%) - Arrival