What they asked
Our client, a leading European hub airport, recently centralized all security checking processes in the terminal. The targets were to reduce cost and improve performance. However, both weren’t reached. Therefore, our client asked us for assistance in improving the performance of the planning of required security capacity, balancing cost and minimal passenger waiting times.
What we did
We developed an advanced analysis tool to gain insight into deviations between the planning and realization of security capacity, creating a list of root causes. Then, we designed a planning concept based on better forecasting and more flexibility in operations. The new planning tool that we implemented allowed security planners to bring the concept into practice. It included monitoring on budget, so planners were able to highlight budget deviations early on in the process. Furthermore, we developed a new method to deal with uncertainty in passenger forecasts. Rather than accounting for the plan margin per filter (a total of six), we designed a single flex pool of resources to support fluctuations of passenger flows across filters. It significantly reduced the total margin required to cope with deviations in passenger flows. Finally, we implemented a new performance measurement system, which is used to analyse deviations in planning and feed these back into planning procedures immediately (plan-do-check-act).
What we accomplished
We successfully implemented a new planning tool for security planners, which they are still using today. Also, we implemented the flex pool, and planners have become more proficient in building towards continuous improvement of planning performance.