Operations Service Level Agreements Let's talk aeronautics Operations Service Level Agreements Madrid-Barajas Airport M A D Spain We identify Airport management requires service level agreements (SLA) as a framework M A D airport weaknesses through which a company, agent or to implement concession undertakes to provide B C N the airport a service under certain M I improvement actions conditions having some minimum P and/or procedures quality and performance levels. A G P These are ensured by measuring and Quality Control Quality assessing them to verify the level of S V Q fulfilment. A L C Thus, a set of level of service indicators L E I (KPIs/Key Performance Indicator) and parameters have to be set and L P A weaknesses have to be identified so that improvement actions and T F S procedures can be carried out. A C E To improve the airport processes, B I O checks and measurements should be Barcelona Airport B C N Spain carried out to detect the level of service perceived by the client (airport) and by its users, afterwards this information should be included as an additional indicator. Stages of the process 1. Definition 2. Validation 3. Implementation + Manual 4. Supervision Palma de Mallorca Airport I Spain P M 5. Analysis Areas to evaluate Handling Commercial areas Cleaning AERTEC has wide experience of PRM this kind of projects, realised by our Security expert personnel at the main airports belonging to the Aena airport network, Maintenance including the ones listed below: Passenger services Handling PRM · Barcelona Airport · Barcelona Airport 2007-2010 and 2012-on going 2008-2012 and 2016-on going · Palma de Mallorca Airport · Palma de Mallorca Airport 2007-on going 2010 and 2016-2020 · Malaga Airport · Madrid Airport 2003 and 2016-on going 2010 · Alicante Airport · Madrid, Barcelona, Palma de us for speak 2016-2017 Mallorca, Alicante, Gran Canaria, · Madrid Airport Tenerife South, Almeria and Bilbao 2010 Airports 2009 · Lanzarote Airport 2007 and 2009 · Seville Airport Security 2007 · Palma de Mallorca Airport Our projects 2010-on going Commercial areas · Aena airport network 2016-2018 · Barcelona Airport 2010-on going · Malaga Airport 2007-2009 · Palma de Mallorca Airport 2017-2020 · Alicante Airport Maintenance 2007-2020 · Palma de Mallorca Airport · Aena airport network 2018-on going 2011-2012 and 2016-on going · Madrid Airport · Madrid Airport 2017-on going 2010-2011 and 2018-2020 · Malaga Airport Passenger services 2010-2011 · Barcelona Airport 2015-on going Cleaning · Palma de Mallorca Airport · Palma de Mallorca Airport 2012-on going 2015-on going · Barcelona, Palma de Mallorca and Seville Airports · Barcelona Airport 2011 2010-2016 José Antonio Poyato Airport Operations Consultant aeronautics Consultant Engineer PMP® specializing in Airport Services (Handling, PRMs, Commercial areas, Public Assistance, ACI ASQ Program, etc.) and Airport Security (Safety & Security). Head of the Airport Operations Department, he is responsible for the management of a team of more than 40 professionals. They participate in projects in the field of operations and services in a variety of international airports. AVSEC Instructor certified by the State Agency Let's talk Let's of Air Safety (AESA) and experience as a teacher in different areas, such as Airport Security, Aeronautical Emergencies and Productivity. Contact: T. (+34) 95 10 10 200 [email protected] aertecsolutions.com.