roadmap for airport service delivery measurement - alaistair deacon
DESCRIPTION
Lockheed Martin's Chief Aviation Technologist Alaistair Deacon looks at a roadmap for airport service delivery measurement. Presented at #APEX2013 in Doha.TRANSCRIPT
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© Amor Group, a Lockheed Martin company 2013
Understanding the passenger experience of the future:A roadmap for airport service delivery measurement
Alaistair Deacon – Chief Aviation Technologist
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A roadmap for service delivery measurement
What constitutes
“Service Excellence”?
Technology
KPIs
People Processes
Measure Baseline
Improve Processes and
Service
Excellence Achieved/
Maintained
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Defining what is important
Gaining Insight
Engage Stakeholders
Engage Passengers
Engage Operations
A “Model for Excellence”
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TechnologyMobile Phone Trackin
g
Video Analytics
and Counting
Vehicle Trackin
g
Integration with
Security and Airline Systems
A “Fog” of Data
Model for Excellenc
e
Command and
Control
Actionable
Information
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Collaborative decision making
Sharing actionable information
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CDM - 4D Trajectory Analysis
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CDM Sub Milestone Tracking
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CDM Sub Milestone Tracking
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CDM Sub Milestone Tracking
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Integrating with Google Maps Inside
Involving the passenger
Security Search – 7 minutes
To: DohaDep: 12:10Boarding
To: HeathrowDep: 12:45Boarding:12:15
To: ParisDep: 13:00Wait in Lounge
To: DublinDep: 13:40Wait in Lounge
To: AmsterdamDep: 14:00Wait in Lounge
To: LutonDep: 12:55Delayed: 13:30
To: NewarkDep: 11:30Closed
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Integrating the passenger
Social network “Merging” of feeds and data to give a consolidated view
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Integrating the passenger
British AirwaysAlaistair Deacon
Airline booking details available by web service
Airline and airport data can be merged on the
mobile device
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P-CDM© (Passenger-CDM)© Alaistair Deacon 2013
AODB
Pax Geo-locate
Geo-location shared with airline to give accurate pax status
Airline
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A roadmap for accelerated growth
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© Amor Group, a Lockheed Martin company 2013
Understanding the passenger experience of the future:A roadmap for airport service delivery measurement
Martin Bowman – Transport Sector Director
Alaistair Deacon – Chief Aviation Technologist