baa amor pte presentation mar 2011

Andy Garner

Director of Operational PlanningBAA London Heathrow

Resource Planning at Heathrow AirportA complex challenge

T5

T4

T1 & 3

Heathrow OperationsBusiness Objectives linked to Resource Planning

•Meeting our Stakeholder Commitments• Improving Customer Service• Improving Efficiencies• Increasing People Satisfaction•Complying with Policy, Legislation & Regulatory Requirements

Heathrow OperationsResource Planning Workflow

Staff Admin &

Self-Service

Forecast

Plan

Roster

Deploy

T5 - Single carrier, forecast highly

accurate

T4 - Multiple carriers, but

forecast still strong

ForecastingEfficient resourcing hinges on accurate demand forecasting

• Implemented forecasting module in 2000•Airport operations data rich but have diverse sources

5:15

5:30

5:45

6:00

6:15

6:30

6:45

7:00

7:15

7:30

7:45

8:00

8:15

8:30

8:45

9:00

9:15

9:30

9:45

10:00

10:15

10:30

10:45

11:00

11:15

11:30

11:45

12:00

12:15

12:30

12:45

13:00

13:15

13:30

13:45

14:00

14:15

14:30

14:45

15:00

15:15

15:30

15:45

16:00

16:15

16:30

16:45

17:00

17:15

17:30

17:45

18:00

18:15

18:30

18:45

19:00

19:15

19:30

19:45

20:00

20:15

20:30

20:45

21:00

21:15

21:30

21:45

22:00

22:15

22:30

-200

-150

-100

-50

0

50

100

150

200Plan v Actual Pax (15 minute)

Actu

al -

Plan

Unexpected surges in demand can lead to passenger queuing

5:15

5:30

5:45

6:00

6:15

6:30

6:45

7:00

7:15

7:30

7:45

8:00

8:15

8:30

8:45

9:00

9:15

9:30

9:45

10:00

10:15

10:30

10:45

11:00

11:15

11:30

11:45

12:00

12:15

12:30

12:45

13:00

13:15

13:30

13:45

14:00

14:15

14:30

14:45

15:00

15:15

15:30

15:45

16:00

16:15

16:30

16:45

17:00

17:15

17:30

17:45

18:00

18:15

18:30

18:45

19:00

19:15

19:30

19:45

20:00

20:15

20:30

20:45

21:00

21:15

21:30

21:45

22:00

22:15

22:30

0.01.02.03.04.05.06.07.08.09.0

10.0Queue Time (Bluetooth)

Queue Time SQM Target

Que

ue T

ime

Benefits

•95% - 98% forecast accuracy across the operation•Effective on-the-day picture at 15 min intervals•Understanding operational impact of peak demands•If we don’t get this right, it affects the rest of the planning

process

Staff Admin & Self Service

Access from homeLeave, shift swaps & absence managed

online

30% reduction in admin

Compliance withBAA Working Time

Agreement

Staff empowerment through improved

processes

Resourcing for the future

Greater task assignment granularity

On-the-fly updates

Auto & Mobile

deployments

Enabling the real time airport

Allocate teams

together

Heathrow OperationsBusiness Objectives addressed via efficient Resource Planning

Meeting our Stakeholder Commitments Improving Customer Service Improving Efficiencies Increasing People Satisfaction Complying with Policy, Legislation & Regulatory Requirements

Questions?

More Information

Available for further questions - stand #2065