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Helios Adviser - Issue 1 (October 2009) Optimising airport performance - A careful balancing act
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 briefing paper - produced by UK transport consultancy Helios - describes a framework for operational performance assessment covering 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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