Understanding how a business operates is vital to optimising business processes in order to maximise organisational efficiency and profit. Process models are high and low-level representations of business activities, and have the ability to highlight the roles and activities of organisations (in a supply-chain scenario), and the roles of representatives within each organisation.
In the airport context, a thorough analysis of the passenger facilitation process is vital to understand the role of the passenger in this process, as well as to identify which airport stakeholders are responsibility for each step in the process. The models will also enable the process to be made more efficient from both the perspective of the airport stakeholders and the passengers. Such an understanding can guide improvements to the facilitation process from a range of perspectives including improved efficiency (operational and resource), security and/or passenger experience.
This component of the research aims for the collaborative development of an airport reference model for the passenger facilitation process. In doing so, the project aims to model the existing processes of a range of selected partner airports. For each of these cases, it is anticipated that recommendations for process improvement will be made to better the facilitation process at these airports.
The envisaged reference model is anticipated to contain new elements which are critical to passenger facilitation in the airport environment. In particular, spatial representations and configurations are important for measuring process effectiveness, and the process model can provide links to business continuity practices at each point.
Engagement approach for generating airport-specific passenger facilitation process models
A thorough analysis of the current passenger flows within partner airports will be conducted using workshops, focus groups, scenario analysis, and content analysis. An example of this model development process is shown below. The outcomes will be summarized in a process model using the industry standard ARIS (Architecture of Integrated Information Systems) . The model will be configured for different contexts (e.g. domestic versus international)  and annotated with risks (obtained from the Business Continuity stream) and qualitative user feedback (from Human Systems).
The developed models will be studied using process analysis methodologies (e.g. Six Sigma). An innovative collaborative approach that harvests the domain expertise of our industry network will be used for the development of an improved process model.
The standard modeling notation will be extended to include spatial information by mapping it onto the Airport Information Model using advanced visualisation techniques, and will be integrated with other system components. Empirical and global validations will further increase the quality of this reference model.
Finally, success factors for the model will be studied; its usefulness and ease of use improved where possible. The model will be rolled out as a reference model to the global aviation industry.
- Professor Michael Rosemann (Chief Investigator)
- Ms Samia Mazhar
- Ms Shahrzad Roohy Gohar (PhD student)