Control, analyse and improve service quality levels

 

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 must 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 must then be used as an additional indicator.

The sectors that are most affected by the quality provided are: Ground handling services, PRM assistance services, Retail services, Security and other services: public information, baggage carts…

Our experienced professionals have carried out numerous projects of this type in all of the aforementioned areas across all of the main airports in the Spanish AENA network: Madrid Barajas, Barcelona, Malaga, Alicante, Gran Canaria, Tenerife South, Seville…

¬ Monitoring of service quality levels of ground handling and PRM assistance at Madrid Barajas Airport (AENA Airports / 2010-2011)

¬ Quality control of retails outlets at Barcelona Airport (AENA Airports / 2010-2011)

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

¬ Technical support for control of security services and processes at Palma de Mallorca Airport (AENA Airports / 2010-2011)

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

¬ Supervision of service quality levels offered by PRM assistance and ground handling operators at Barcelona Airport (AENA Airports / 2008-2009)

¬ Monitoring of service quality levels provided by ground handling agents at Palma de Mallorca Airport (AENA Airports / 2007-2008)

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

¬ Verification of the service quality levels provided by ground handling agents at Malaga Airport (AENA Airports / 2003)

operaciones-grayicon
Operational assessment  [+]

Analysis and monitoring of Service Level Agreements

Date: 2003 – 2013

Client: AENA Airports

 

AV OPE 001 Control Analyse Improve Servicequalitylevels (pdf)

 

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