Benchmarking of
airports-Key Performance Indicators at Airports
Dissertation Writing Help- Project Report on
Benchmarking of airports-Key Performance Indicators at Airports
Benchmarking evaluates the operational performance of an airport
and compares it with global standards for achieving better quality and
efficiency. It is a statistical and accounting process that is used to monitor
and compare airport economic, operational and service performance. Major
benchmarking areas include quality of airport facilities, terminal facility and
traffic activity.
Key issues answered through this analysis:
- What
are the key performance indicators at airports?
- Explain
the matrix of key airport benchmarking areas.
Airport
benchmarking
Airport
benchmarking is a component of an airport's strategic planning process. It is a
statistical and accounting process that is used to monitor and compare the
economic, operational and service performance of an airport. Benchmarking
assesses the implementation of an airport's performance on various
parameters to measure the effectiveness of discrete airport functions and
identifies best practices that could be incorporated into organisational
procedures to increase efficiency, quality and customer satisfaction at
airports.
The key performance
indicators at any airport include the following broad parameters:
1.
Check-in
2.
Security check
3.
Terminal facilities
4.
Experience of arriving at the airport
5.
Experience while departing the airport
1. Check-in:
- Wait time at check-in
- Efficiency of check-in
- Courtesy/professionalism of check-in
staff
2. Security check:
- Wait time at security
- Efficiency of security
- Courtesy/helpfulness of security staff
- Ability of security process to make one
feel safe
3. Terminal facilities:
- Signs and directions
- Flight information displays
- Quality and variety of food &
beverages
- Quality and variety of retail
- Accessibility of gate area
4. Experience of arriving
at an airport:
- Appearance of gate area and terminal
- Signage leading to baggage claim and
ground transportation
- Information displays
- Restroom facilities
- Airport information staff
- Courtesy/professionalism of staff
5. Experience while
departing an airport:
- Ease of finding a means of
transportation
- Facilities at airport for transportation
Matrix
of key airport performance benchmarks
1. Traffic activity
- Total passengers (originating and
connecting)
- Total cargo (mail and freight)
- Total operations (commercial, commuter
and military)
2. Physical activities
- Number of airports
- Land area, runways, taxiways, apron
- Terminals, concourses, gates
- Ticket counter, security and baggage
- Parking spaces
3. Aeronautical charges -
Airfield
- Landing and take-off fees
- Aircraft apron, parking and gate fees
- Aircraft environmental fees
- Aircraft fuelling fees and other ground
handling fees
4. Airfield, terminal
passenger and landside transportation processing efficiency
- Runway, taxiway, airfield design, layout
and aircraft processing efficiency
- Airfield terminal area (ramp and gate
areas) aircraft processing efficiency
- Terminal passenger flows and processing
efficiency
- Terminal curb and landside processing efficiency
5. Aeronautical related
charges - Terminal
- Ticket counter space
- Boarding gates and loading bridges
- Administrative office space
- Flight kitchens and services
- Baggage processing/handling
- Passenger lounges
6. Non-aeronautical
concession revenues - Terminal
- Retail and specialty retail
- Food and beverages
- News and gifts
- Duty-free shopping
- Advertising
- Hotels
7. Non-aeronautical
concession revenues - Landside
- Parking
- Rental cars
- Taxis, buses, limousines
- Rail and train stations
- Other commercial vehicles
- Hotels, conference centres, office
buildings
- Shopping centres
8. Operating and
maintenance costs
- Personnel costs (salaries and benefits)
- Soft costs and outsourcing
- Suppliers and materials
- Repairs and maintenance
- Communication and utilities costs
- Law enforcement and fire fighting
- Other operating costs
9. Quality of community
airline service
- Number of airlines
- Airline routes and frequencies
- Aircraft types and fleet mix
- Airline competition and airfares
10. Other financials
- Other non-operating revenues
- Cash flow and liquidity
- Debt (bonds and loans)
- Return on equity and assets
- Capital expenditure and costs (actual
and projected)
11. Quality of airport
facilities and services
- Quality of experience coming to airport
- Quality of passengers processing
(check-in, gate, customs, and immigration and security)
- Quality of airport commercial services
- Quality of airport physical facilities
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