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Operational assessment:

Quality level of airport services

 

The management of an airport requires the establishment of Service Level Agreements (SLAs) in order to set the level of quality of the services provided by any company, agent or concessionaire at the Airport.

These pre-determined standards are then measured and assessed in order to check the level of compliance. Therefore, a set of indicators and parameters of the service quality level should be established in order to identify any weak points and carry out any improvement actions or procedures.

Given that the beneficiaries of these services are both the client and the end-users, a strict control and monitoring process of the level of the perceived level of quality must be performed. This information

 

Our services

AERTEC Solutions can assist your Airport during the establishment and monitoring of the SLA standards for all the different services.

This work includes the following phases:

¬ Definition

¬ Validation

¬ Implementation

¬ Supervision

¬ Analysis Validation

 

How we do it

Our team includes both consultants and on site controllers who work together with our clients to obtain all the necessary information from the processes.

Once the SLA have been defined, the controller team monitor all the processes, collecting data from the SLA.

The analysis of the data and the feedback from the team are included in the SLA performing report. This report is available for the client in a daily, weekly, monthly format, according to each client’s needs.

The report includes general and specific information about the SLA compliance and its evolution.

 

Your benefits

¬ Improve the quality of the services

¬ Better control of the Airport services

¬ Objective daily information from the performance of the processes

¬ Create a base of improvement for the future

¬ Collect information according to your requirements

¬ You could have an observation team that reports any incidents detected in real time at your Airport

 

Our projects speak for us

¬ Supervision of service quality levels provided by ground handling agents at Malaga Airport / AENA Aeropuertos (2003)

¬ Supervision of service quality levels provided by ground handling agents at Palma de Mallorca Airport / AENA Aeropuertos (2007-2013)

¬ Supervision of service quality levels provided by ground handling agents at Barcelona Airport / AENA Aeropuertos (2007-2009 and 2012-2013)

¬ Supervision of service quality levels provided by ground handling agents at Seville Airport / AENA Aeropuertos (2007)

¬ Supervision of service quality levels provided by PRM assistance operators at the following airports: Madrid Barajas, Barcelona, Malaga, Tenerife South, Las Palmas, Palma de Mallorca, Alicante and Almeria AENA Aeropuertos (2009)

¬ Supervision of service quality levels provided by PRM assistance operators at Barcelona Airport / AENA Aeropuertos (2008-2013)

¬ Technical support for control of security services and processes at Palma de Mallorca Airport / AENA Aeropuertos (2010-2013)

¬ Technical support for quality control of retail services at Malaga Airport / AENA Aeropuertos (2010-2011)

¬ Technical support for quality control of retail services at Barcelona Airport / AENA Aeropuertos (2010-2013)

¬ Supervision of service quality levels provided by ground handling and PRM assistance operators at Madrid Barajas Airport / AENA Aeropuertos (2010-20119

¬ Technical support for quality control of retail services at Alicante Airport AENA Aeropuertos (2011-2012)

 

SLA - Service Level Agreement support services (pdf)

 

 

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