REINGENIERÍA DE PROCESOS AEROPORTUARIOS: EL CENTRO DE GESTIÓN AEROPORTUARIO (CGA) DE MADRID/BARAJAS

Abstract

The mission of the Airport Management Centre (AMC) of Madrid/Barajas is to adapt the airport processes to services provision to both planned user demand and demand in contingency scenarios. The objectives of the AMC are: to provide an overview of the condition of the airport; to integrate real-time management processes; to establish a focal point and single control; to provide a single point of contact for operators, agencies and airport units; to support integrated management of systems; to monitor service levels in order to optimize resources and to reduce operating costs. To achieve these goals, a real-time management model was defined, based on the airport processes for services provision, which involved airport means and human resources that can be in different conditions. The management model had: to measure the service level to users and act on the processes; to measure the efficiency of processes and act on the airport means and resources; and to monitor means and resources status and act on the systems, equipments, infrastructures and personnel. It was necessary to review and optimize processes of airport operation to suit the new infrastructure and new forms of operating the airport, and increase its efficiency. Keywords: reengineering; airport processes; airport management centre