The Case of Passenger Services
The number of future air passengers is influenced by several exogenous and
endogenous factors. These are, among others, regulation, competition, economic
recessions, and external threats such as terrorist threats and extreme
natural disasters. Despite this influence, whose extent is quite difficult
to gauge, Schiphol Group – the operator of Amsterdam Airport Schiphol -
expects that between 2020 and 2025 approximately 70 million people per
year will use the Dutch airport. And while the terminal complex has expanded
tremendously over the past forty years, further options for expansion in the
current geographical context are limited. Any solution must therefore fit within
the contours of the existing terminal complex. Incremental innovations are
likely to fail in meeting capacity and process needs. In addition, the airport aims
to increase the efficiency and quality of its services. Wanting to continue its
track record of innovativeness, the airport decided in 2002 to start a redesign
of the passenger process. The program focuses on exploring alternative
manners to handle large passenger flows and on providing adequate passenger
services. In this paper, we discuss the redesign program of the passenger
process. Furthermore, we will answer our research question: to what extent
does the program increase the efficiency of passenger service processes
and the level of perceived service quality?
by: Bram Kaashoek and Betty Samola
http://www.aerlines.nl/issue_43/43_Kaashoek_Schiphol_Passenger_Process_Redesign.pdf
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