دانلود رایگان مقاله بررسی تنوع عملکرد نگه دارنده زمین مطابق با استانداردهای کیفیت فرودگاه

abstract

The increasing competition in the air transport industry continuously pushes ground handlers to improve their performance. Recent European regulations prescribe that the managing body of large European airports (more than 5,000,000 passengers/year or 100,000 tonnes/year of freight) have to define quality standards of service level for ground handler operations. In case a handler fails to meet these minimum requirements, the airport has to report it these irregularities, potentially imposing a fine or even suspending, partly or fully, the handler’s services. As always recognized by the passengers, one of the most critical quality standards is the baggage handling waiting time. This paper defines a methodology to assess whether the handler fits the requirements of first baggage delivery for both the overall process and the specific segments (flight, conveyor belt, departing airport, day of the week, etc.). The methodology, analysing the performance by a two-dimensional perspective (structure and frequency), will help the decision makers in defining mitigating actions to take the performance under statistical control, respecting the requirements and preventing any drift.

4. Conclusions

Ensuring high quality service levels in all its processes is the top priority for a ground handler, according to the strict requirements that airport managing bodies ask to their operators. Baggage handling, as well as other performance, influences both airlines in terms of delayed aircraft turnaround and passengers satisfaction (Park, 2007), resulting in a poor perceived quality of airport services. Meeting the mandatory standards is a crucial point for the competitiveness and success of the whole industry. This paper develops a methodology to evaluate in a systematic way the performance variability of handling services with respect to the quality standard. Its application on a real case study shows its benefits to guide decision makers evaluating critical segments of the process and taking proper mitigating actions. The statistical analysis eases the link between research and industrial management, giving a path to identify early signs of criticality, even if in compliance with the standards.