White paper - Optimising airport performance
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Title: Optimising airport performance: a careful balancing act
Author: Mike Fairbanks
Abstract
Airport operators, air navigation service providers, their customers and regulators have long known that optimising performance is a delicate balance of the key performance indicators. The main components of operational performance include efficiency; quality of service, mainly punctuality and delay; operational resilience; and environmental impact. Increasingly the regime is being broadened to encompass the entire passenger experience.
This white paper describes a framework for optimising airport performance using operational performance assessments. It covers both efficiency and quality of service whilst being mindful of operational resilience. As many significant operational processes at airports and within air traffic management, e.g. security screening and air traffic control, are heavily dependent on human resources, application of the framework is described using these as real-life examples. Although this framework has been developed with the air transport sector in mind, it is equally applicable to many other sectors.
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