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Case Study: Streamlining Passenger Operations

When Every Second Counts.

At one of Europe’s busiest airports, we slashed response times from hours to minutes.

By making critical procedures instantly accessible and easy to follow, we empowered staff to act fast, cut risks, and keep operations running smoothly even under extreme pressure.

Industry: Aviation, Passenger Operations

Location: Europe

Key Stakeholders: Process Managers

From Risks, to Readiness

The Challenge

 

Time Lost Searching for Critical Info
Employees struggled to quickly find the right procedures on their SharePoint site, wasting valuable minutes in time-sensitive situations.

Dense and Overly Complex Procedures
Even when located, documentation was difficult to read and understand, slowing decision-making and action.

Delays in High-Pressure Situations
During unforeseen operational disruptions, slow access to accurate instructions amplified risk and hindered response times.

 

 

 

Increased Operational and Service Costs
Inefficiencies in finding and interpreting procedures led to higher operational costs and resource waste.

Passenger Dissatisfactions
Delays and missteps during disruptions increased the likelihood of complaints, harming passenger experience.

Strain on Limited Staff Resources
Staff shortages intensified the impact of these inefficiencies, stretching already overburdened teams even further.

Our Objective

Mitigate risk and reduce costs by improving information accessibility, clarity, and usability.

busy airport

Our Solution

Tailored to your organization, working the way you do, every step of the way.

Optimizing Document Management Structure

Fixing the foundation of your documents

  • Restructured SharePoint libraries and folders to align with the passenger operations process.

  • Organized content by role, ensuring employees could find exactly what they needed based on their responsibilities.

  • Added metadata for faster filtering and retrieval of critical documents.

Simplifying and Standardizing Procedures

Implementing Information Mapping® Methodology

  • Broke down dense, complex procedures into modular, clearly labeled blocks for faster scanning.

  • Applied a contingency-focused lens to prioritize the most urgent information needed in emergencies.

  • Ensured procedures were consistent and easy to follow for all staff members, reducing the risk of errors under pressure.

The Impact

Delivering measurable gains, eliminating costly inefficiencies, and unlocking lasting competitive advantage.

Reduced Search Time

for critical procedures, enabling quicker responses during operational disruptions.

Lowered Risk Exposure

related to incidents and compliance breaches.

Increased Staff Efficiency

enabling the same level of service with fewer resources during shortages.

Improved Passenger Experience

by minimizing delays and disruptions. 

Trusted by Industry Leaders for Over 40 Years

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If every second counts in your operations, we’re here to help you win them back.

Your next operational win starts with a conversation. We're ready to get started. 

 

 

 

 

 

 

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