Customer Perspectives in Aviation A Process Oriented View

Transcription

1 Customer Perspectives in Aviation A Process Oriented View Hamburg Aviation Conference February 2012 Prof. Dr. Volker Gollnick Institute for Air Transportation Systems German Aerospace Center Folie 1

2 Introduction Society Lifestyle Demography Gender Urbanisation Manufacturer Technologies Financ. Situation Capacity Aircraft Environment Climate Weather Noise Athm. Disturbances Air Transportation System Politics Stability International Collaboration Regulation ATM Transportation Systems Railway Road, River, Sea Economy Energy Supply Globale Development 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 s are more demanding Are passengers the only customer? Folie 3

3 A Customer in the Air Transportation System Who is it? Customer Service Provider Aircraft Manufacturer Retail Many provider are customer as well System Supplier Aircraft Manufacturer MRO Air Navigation Service Provider Air Navigation Service Provider Ground Services Ground Services Retail Each service provider is optimizing himself to fulfil specific customer expectations in his area Role Change Customer Service Provider Service Provider Folie 4

4 A customer perspective the passenger A B A is customer of B Overall travel Expectation : Connectivity Travel times Comfort Predictability Fluency Manufacturer Pre-booking: Connectivity Travel times Predictability In-flight: Comfort Catering IFE MRO provider Policy maker ATM Pre-flight Transport Parking Check-in Security Shopping Lounges Boarding Post-flight De-boarding Baggage Transfer flights Transport Folie 5

5 A customer perspective the airline A B A is customer of B Efficient aircraft (low SFC, low emissions, low MRO) Low acquisition costs Available as required Manufacturer Overall travel Expectation : Connectivity Travel times Comfort Predictability Fluency Sufficient capacity (slots, gates) Low fees Low turnaround-times Low transfer times Low costs High reliability High utilization) High availability MRO provider Policy maker ATM Sufficient capacity No detours Low fees Folie 6

6 A customer perspective the airport A B A is customer of B Overall travel Expectation : Connectivity Travel times Comfort Predictability Fluency Adequate legal restrictions (noise, CO 2 ) Support for adequate airport devolopment Efficient landside connection Manufacturer MRO provider Policy maker ATM Ground handler 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 Folie 7

7 but interactions between all stakeholders determine overall passenger satisfaction Aircraft design Flight time Noise level Cabin design Individual space Boarding time Manufacturer Safety and Reliability Availability MRO provider Safety & security standards for aircraft, airlines, airports, ATM Policy maker ATM Standards & procedures On-time performance Delay management Check-in time Baggage handling Turn-around time Cleanliness needs to consider all steps of the transportation chain Air travel quality and performance are common goals Folie 8

8 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 Satisfaction Survey Folie 9

9 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 and Ranking Folie 10

10 What passengers are looking at when selecting an airline Safety!!! request for: customer orientation Comfort Value for money IATA Corporate Air Travel Survey 2009 Folie 11

11 Time & Energy Efficiency of Overall Air Transportation Access Phase Share of Overall Travel TIme 80% 70% 60% 50% 40% 30% 20% 10% Overall Gesamtstrecke Distance RO Ro-M-FFM - M - 0% Kfz F-Bahn/Pkw Flz/Pkw F-Bahn/NV-Bahn Flz/NV-Bahn 2,5 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 These losses in time are compensated by higher energy and emission effort of air transport mittlerer Averag. Spec. spez. Prime Primärenergiebedarf Energy Effort [-] ep [-] 2,0 1,5 1,0 0,5 Min. Time Zeit Oriented orientiert optimaler Optimal area Bereich Ineffecient Area ungünstiger Bereich Min. Energie Energy Orientied orientiert ICE 1 ICE 2 ICE 3 Metrorapid A A A Pkw (Otto) Pkw (Diesel) Balancing speed and energy effort provides a better transportation chain 0, Total Gesamtreisezeit Travel Time [Min.] [Min.] Folie 12

12 Technologies to improve Fluency Total Management (TAM) EUROCONTROL / DLR Services and Flow Total Management Communication and Software Technologies Measures for quality: Total trip time = t(fixed) + t(flight) +t (displacement) Fluency = no delay or remarkable distortion Time is value, more than only money SITA IT trends 2008 Folie 13

13 Future Perspectives Rel. GDP Change in Germany rel. Change. in [%] 14,0% 12,0% 10,0% 8,0% 6,0% 4,0% 2,0% 0,0% -2,0% -4,0% -6,0% Year 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 Folie 14

14 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 Folie 15

15 High Quality Air Transportation is Process Orientation and Teamwork rather than Stakeholder orientation Pre-travel Pre-flight In-flight Post-flight Post-flight Transport Check-in & security Seat comfort Catering IFE Baggage claim Transport A/C service A/C handling Flight Guidance Navigation Control A/C MRO Overall travel Expectation : Connectivity Travel times/utilization Comfort/Safety Predictability/Reliability Fluency Folie 16