Measuring Efficiency and Effectiveness of the Core Business Process
Customer Company Size
Large Corporate
Region
- Europe
Country
- Croatia
Product
- ARIS Process Performance Manager
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Process Analytics
Applicable Industries
- Transportation
Applicable Functions
- Logistics & Transportation
Use Cases
- Process Control & Optimization
Services
- System Integration
- Training
About The Customer
Split Airport is the second largest airport in Croatia and the most important tourist airport in Dalmatia. It serves more than 1.1 million passengers per year. The airport strives to deliver outstanding service and convenience to all of its users, and aims to serve as a magnet to visitors to the Croatian coast and act as a springboard for their memories. One of the Split Airport’s main features is the seasonal character of its business. Most of the airport’s traffic takes place during the summer season, while the physical capacity of the airport is the same throughout the year. Thus, the key factors to be successful in its core business—passenger and aircraft handling—are effectiveness, efficiency, and speed.
The Challenge
Split Airport, the second largest airport in Croatia, was faced with constant growth in seasonal traffic. The management identified the ability to perform core processes within strict time limits as key to business success. This led to the decision to implement performance analysis of its key business process—passenger and aircraft handling. The initiative was aimed at gaining insights into the Key Performance Indicators (KPIs), identifying weaknesses, and optimizing process times. The seasonal character of the airport's business, with most traffic occurring during the summer season, made effectiveness, efficiency, and speed crucial factors for success. At the same time, strict compliance with all local and international air traffic standards, regulations, and obligations was essential.
The Solution
The initiative to measure the performance of the Split Airport’s core business process was realized by implementation of ARIS Process Performance Manager (PPM). This started with a pilot project measuring several KPIs in real time. Analysis focused on the airport’s core business process of passenger and aircraft handling. The project involved use of the existing process documentation in the ARIS repository and of the existing ARIS platform, which is the basis for describing and analyzing the airport’s processes. The PPM implementation was delivered in several project phases: Definition of business process scope for analysis/measurement, Definition of process KPIs and measurement dimensions, PPM implementation and customization, Evaluation and measurement of as-is KPIs values and process cycle times. One of the project phases included training the airport team to ensure that it could work independently with PPM in the future.
Operational Impact
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