What you measure you manage… Why is it that we derive such comfort from SERVICE LEVEL AGREEMENTS throughout airports when there is often no measurement of what they are intended for? In my experience, Service Level Agreements [SLA’s] are passive documents that provide a false sense of security… In a real time customer push environment… Read more
Industry Insights
Airport Innovation
Why innovate? Many organisations see innovation as key to their survival. In some industries, it is true that if an organisation doesn’t change and innovate in response to the ever-changing markets and customer demands, it will not survive. Airport passenger numbers have been growing in recent times. This obviously results in better financial performance for… Read more
Management Systems
Why a Management System? So often we hear talks of a need for culture change or more generally change management for organisations to move into the next phase of their development. Most of these initiatives have good intentions. A considerable amount of management time and effort, in addition to money, is spent on creating the… Read more