Customer Perspectives in Aviation – A Process Oriented View · A300-600 A310-200 A320-200 Pkw...

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Customer Perspectives in Aviation – A Process Oriented View – Hamburg Aviation Conference 22-24. February 2012 Prof. Dr. Volker Gollnick Institute for Air Transportation Systems German Aerospace Center

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Introduction

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• Many activities in research and development have been focussed on technological functions, i.e. aerodynamics, aircraft, radars, airfield design, etc.

• Air transportation technologies have reached a very high level of maturity

• No real breakthrough since the seventies • Optimization and Quality are mainly

addressing partial areas of the entire transportation chain

• VISION2020 and FLIGHTPATH2050 are setting extreme and holistic challenges

• Air Transportation faces increasing social concerns

• Passengers are more demanding • Are passengers the only customer?

Passenger

Environment Climate Weather

Noise Athm. Disturbances

Society Lifestyle

Demography Gender

Urbanisation

Transportation Systems

Railway Road,

River, Sea

Manufacturer Technologies

Financ. Situation Capacity

Politics Stability

International Collaboration Regulation

Economy Energy Supply

Globale Development

Aircraft

Airline

Airport

ATM

Air Transportation System

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A Customer in the Air Transportation System – Who is it?


Service Provider System Supplier Aircraft Manufacturer MRO Air Navigation Service Provider Air Navigation Service Provider Airport Ground Services Ground Services Airline Airport Retail Airport …

Customer Aircraft Manufacturer Airline Airline Airline Airport Airline Airport Airline Passenger Passenger Passenger Retail … • Many provider are customer as well • Each service provider is optimizing himself to fulfil specific customer

expectations in his area…

Role Change Customer – Service Provider Service Provider

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A customer perspective… the passenger


A B A is customer of B

Pre-flight • Transport • Parking • Check-in • Security • Shopping • Lounges • Boarding

Post-flight • De-boarding • Baggage • Transfer

flights • Transport

In-flight: • Comfort • Catering • IFE

Pre-booking: • Connectivity • Travel times • Predictability

Airline

Passenger

Airport

ATM Policy maker

MRO provider

Manufacturer

Overall travel Expectation : • Connectivity • Travel times • Comfort • Predictability • Fluency

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A customer perspective… the airline


• Sufficient capacity (slots, gates)

• Low fees • Low turnaround-times • Low transfer times

• Efficient aircraft (low SFC, low emissions, low MRO)

• Low acquisition costs • Available as required

• Sufficient capacity • No detours • Low fees

• Low costs • High reliability • High utilization) • High availability

Airline

Passenger

Airport

ATM Policy maker

MRO provider

Manufacturer

A B A is customer of B Overall travel Expectation : • Connectivity • Travel times • Comfort • Predictability • Fluency

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A customer perspective… the airport


Airline

Passenger

Airport

ATM Policy maker

MRO provider

Manufacturer

Groundhandler

• Slot/gate compliance and information about delays

• Preparing PAX with basic informations by airlines

• Efficient work flows • Quality (safety, reliability)

• Quality (safety, reliability) • Short ROT/ taxi time

• Adequate legal restrictions (noise, CO2)

• Support for adequate airport devolopment

• Efficient landside connection

A B A is customer of B Overall travel Expectation : • Connectivity • Travel times • Comfort • Predictability • Fluency

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…but interactions between all stakeholders determine overall passenger satisfaction


Aircraft design • Flight time • Noise level Cabin design • Individual space • Boarding time

Standards & procedures • On-time performance • Delay management

• Safety & security standards for aircraft, airlines, airports, ATM

• Check-in time • Baggage handling • Turn-around time • Cleanliness

Airline

Passenger

Airport

ATM Policy maker

MRO provider

Manufacturer

• Safety and Reliability • Availability

needs to consider all steps of the transportation chain Air travel quality and performance are common goals

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Air travel performance and quality requires a common approach

Overall passenger satisfaction influenced by several factors that are partly beyond airline control (e.g., boarding experience, baggage claim, space in overhead storage)

JD Power 2011 North America Airline Satisfaction Survey

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Air travel performance and quality requires a common approach


Overall passenger satisfaction influenced by several factors that are partly beyond airport control (e.g., public transport, security screening, staff attitudes, baggage delivery times)

Skytrax Airline and Airport Ranking

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What passengers are looking at when selecting an airline


IATA Corporate Air Travel Survey 2009

Passenger request for: Airline customer orientation Comfort Value for money

Safety!!!

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Time & Energy Efficiency of Overall Air Transportation


0%

10%

20%

30%

40%

50%

60%

70%

80%

Kfz F-Bahn/Pkw Flz/Pkw F-Bahn/NV-Bahn Flz/NV-Bahn

Access Phase Share of Overall Travel TIme

RO-M-HH RO-M-K RO-M-FFM K-B DAH-M-HH DAH-M-K DAH-M-FFM SCHW-M-HH SCHW-M-K SCHW-M-FFM

Nearly 70% of overall travelling time is associated with airport access, stay and departure

Balancing speed and energy effort provides a better transportation chain

Gesamtstrecke RO - M - FFM

0,0

0,5

1,0

1,5

2,0

2,5

150 200 250 300 350Gesamtreisezeit [Min.]

mitt

lere

r sp

ez. P

rim

ären

ergi

ebed

arf e

p [-]

ICE 1ICE 2ICE 3MetrorapidA300-600A310-200A320-200Pkw (Otto)Pkw (Diesel)

Zeit orientiert

optimaler Bereich Energie orientiert

ungünstiger Bereich

Overall Distance Ro-M-FFM

Total Travel Time [Min.]

Ave

rag.

Spe

c. P

rime

Ene

rgy

Effo

rt [-]

Optimal area Min. Energy Orientied

Min. Time Oriented

Ineffecient Area

These losses in time are compensated by higher energy and emission effort of air transport

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Technologies to improve Fluency


SITA Airline IT trends 2008 Time is value, more than only money

Measures for quality: • Total trip time = t(fixed) + t(flight) +t (displacement) • Fluency = no delay or remarkable distortion

Total Airport Management (TAM)

© EUROCONTROL / DLR

Passenger Services and Flow Total Airport Management

Communication and Software Technologies

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Future Perspectives


Low quantitative growth should be supplemented by qualitative growth

Qualitative growth requires better overall performance and quality to add value

Each part of air transport reaches higher quality if the entire chain

improves

-6,0%-4,0%-2,0%0,0%2,0%4,0%6,0%8,0%

10,0%12,0%14,0%

rel.

Cha

nge.

in [%

]

Year

Rel. GDP Change in Germany 1951 - 2011

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What leads to quality and satisfaction in Aviation? • Fluent, comfortable travel from door to door without delay • Robustness and predictability, which includes recovery of small

disturbances • Balance of time, cost, emissions, effort What is needed a) Change in mindset to take quality and performance as global and

common goals b) Toined target setting and measurement by industry (not by government) c) Mutual support, rather than separation d) Not responsibility should drive action but the best solution/provider e) Technologies, which provide predictive information exchange and

common situation awareness f) Scientific research on understanding of complex systems

interdependences not only disciplinary, physical research


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High Quality Air Transportation is Process Orientation and Teamwork rather than Stakeholder

orientation


Pre-travel Pre-flight In-flight Post-flight Post-flight

Overall travel Expectation : • Connectivity • Travel times/Utilization • Comfort/Safety • Predictability/Reliability • Fluency

Transport Transport Check-in & security

Seat comfort Catering IFE

Baggage claim

A/C service

Flight

Guidance Navigation Control

A/C MRO

Passenger

Airline A/C handling

Customer Perspectives in Aviation – A Process Oriented View · A300-600 A310-200 A320-200 Pkw...

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Transcript of Customer Perspectives in Aviation – A Process Oriented View · A300-600 A310-200 A320-200 Pkw...