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Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
Iberia´s HCC Project
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Iberia´s HCC Project

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Passenger Terminal Expo 2010 : BRU

Passenger Terminal Expo 2010 : BRU

Published in: Business, Education
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  • 1. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas AirportHCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport HCC [ Hub Control Centre ] Centralized Ground Operations at Madrid Barajas Airport Dimitris Bountolos Iberia´s Madrid/Barajas Airport Deputy Director Brussels. Wednesday 25th of March
  • 2. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas AirportHCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Centralize all Madrid-Barajas Ground Handling operations and the management of all types of resources in a single centre, including subcontractors and providing all the actors the best environment for taking decision, making possible the establishment of a really CDM approach between Iberia [HCC] & Aena [CGA] Complete migration of our legazy MAD-BJS IT-Platform Guarantee the complete tracking of most relevant tasks : boarding, laterals, etc. Main preliminar requirements: Cover our Hub Operation without peak disruptions Which was our objective at the beginning of 2007. Build up the Control Centre where to allocate all the members
  • 3. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas AirportHCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport • All Terminals combined capacity more 75 M. pax. • T4 capacity 35 M pax • 4 runways • 4th mayor Hub in Europe and 11th globally • T4 main building with more that 1.1 Km. length and 950 m. the T4s • Satellite building T4s at 2.5 km. long distance from T4 • One roadway between terminals • All Iberia´s group and OW one operate at T4 T4 T4s T2 T1 T3 Overview of Madrid/Barajas T4 airport
  • 4. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas AirportHCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport T123 (all airlines) T4+T4s Total Ramp Air-bridges Remote positions 40 150 64 40 104 190 Terminal building Check-in counters Boarding gates 272 89 174 142 446 231 Passengers Annual passenger capacity Total: 40 MPax Total: 35 MPax Total: 75 MPax Key facts and figures New Terminal Area (T4)T123 T4S T4 APM (Automatic People Mover) AST (Airport Service Tunnel) T4+T4s Flights/day ±400+400 Passengers From.35.000 To: 50.000 Baggage From: 30.000 To: 50.000 T4+T4s +T123 FTE ±3500 Motorized Equipments ±900 Baggage From: 30.000 To: 50.000 Overview of Iberia Airport Services [ IBAS ] operation at BJS [ IBAS ] manages around 95-98% of all T4&T4s Operation
  • 5. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Simultaneous profile ( T4 &T4s) of concurrent departures flights manages at the Lateral & Baggage side by IAS Hub operation requires maximum control during the peak times and an important level of flexibility. With a centralized management approach we had to improve those factors.
  • 6. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport T123 T4s T4 HCC More than 23 allocations areas distributed in all terminals Poor Integration of Information, very difficult to take the correct decision With our previous mode of work, there were operational and management centers spread in all terminals
  • 7. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport IT System Operation Management: Quality impact Resource Manangement: Possitive productivity impact Information management: Continuous feedback 1990 2010 20 Yr. It was decide to concentrate all the efforts over the physical migration to the new terminal in 2006 and only after It have learned how to operate on it, start the migration of the full IT-Platform to an integrated and complete new one.
  • 8. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Previous Situation Final Status An unified IT Platform would be the mandatory condition where to support the physical part of the migration model From a complex scenario where dozens programs hardly worked together to an integrated one where a unique platform would be the reference for everybody in a common place the HCC
  • 9. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport HCC-Timeframe Implementation Mar - Dec Jan - June July - Dec Jan - June July - Dec Jan - June July - Dec Jan - April • Scoping Study • Specs. Definition • Funct. & Tech. requirements • Kick-off • Developing & Implementation of the 1st Pilot Department • Roll-out to the rest of the organization. • Operational Go-Live • HCC Funct. Definition • Scope of Civil Works • Definition of Tech.Sollution • Building and implementation of the HCC • HCC Go-Live • Transition period increasing the presence at the HCC Cut-Over of the legacy IT-System HCC Implementation timeframe
  • 10. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport NET +2 NET +1 NET 0 Chek-in & Boarding Alloc. Center UMNRs Alloc. Center Flight Dispatcher Allo. Center PKNs & Lateral Manag. Center Load 1 Alloc. Center Logistics T4 Alloc. Center Laterals T4-South Alloc. Center Laterals T4-South Alloc. Center Flight Dispacther ramp Alloc. C. Push Backs Alloc. Center GPUs,Air.Cond. Alloc. C. Deicing Alloc. Center ……. Special Services Alloc. Center 1 2 3 4 5 6 7 8 9 10 11 12 13 HCC … Example only for the T4 centers Allocation Centers associated to the old model Vs the new approach supported by the availability of a unique HCC
  • 11. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport T4-South T4-North T4s-South T4s-North 1 3 5 7 2 4 6 8 Baggage & Laterals Allocation Centers needed with the old IT-Platform.
  • 12. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Tasks management GAUDÍ GEA • Current point of view no prognosis of the future • Tasks without state • The break time is manually managed • There are no warnings or alerts • One version for all users • All tasks are automatically planned by the optimizer • All employees track by their selves remotely the status of their tasks. It´s not needed to interact between the agents and the allocator at all. • Every 5 seconds it´s update the state and evolution of all tasks. The new IT-Platform simplify the management of the resources, improving the control and allowing the reduction of voice dependencies
  • 13. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport [234] IB-6250 JFK R7 [C] 41% HIP: H23A PKN: 540 [45] IB-6250 JFK R7 [C] 85% GATE: R7 [5] IB-6250 JFK R7 [C] 16AKH 62% • Lateral departure task • Loading departure task • Boarding tasks IB 6250 It´s automatically monitored the evolution of each relevant task thanks to the mapping process with key functional variables.
  • 14. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport HC consoles associated to all ramp processes Passenger Customer Serv. Buffer Positions Hub Control Managers Daily Flight Info. Manager PKNs Assign. Manager Managers of each department and the HCC duty manager Subcontractors RAMP PAX HC. Manag. Duty Manag. The layout of the HCC reflects in and unified area a merging fact where all members share in a row configuration their roles.
  • 15. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport 1 2 3 1 2 3 1 1 2 3 1 1 1 2 3 4 1 1 1 2 31 1 2 3 4 6 5 3 3 2 4 1 1 3 1 6 Baggage, Laterals P.Back, GPUs,A.Cond.,, Load and Unload Ums and Spec. Services Check in boarding Pax T123 CAP ; Miscco. Pax /Bags Routing Hub C. Managers F.Dispatcher Allocator PKNs and D.Flight P. Manag. Of each Dep. HC Duty Manager Subcontractors Dedicated role of each of the Hub Control positions
  • 16. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport • More than 150 TFTs displays with 24” •All the positions equipped with and integrated com. Controlled by a pedal (Tetra, mobile,... ) •Video Wall with different Scenarios where to launch in an online mode the Airp. KPIs. It was designed a comfortable and functional Control Center gathering all types of requirements : ergonomics, acoustics, etc.
  • 17. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport • More than 150 TFTs displays with 24” •All the positions equipped with and integrated com. Controlled by a pedal (Tetra, mobile,... ) •Video Wall with different Scenarios where to launch in an online mode the Airp. KPIs. •Natural Light over the ceiling In less than three months from the plans to the real fact
  • 18. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport • All the stations have the possibility to be swapped in case of failure of the next one • The Hub Control Managers are the only one with a horizontal display. They have to follow up the status evolution of more than 80 processes per flight. • No printers are available, a centralized printing platform provides the service to the HC • All telexes are received via the Outlook, It has been reduced the non necessary printouts It has used the opportunity for a complete redesign of the working space of each station
  • 19. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport All the rows [ 1st and 2nd ] where the allocators manage resources are configured with a 4 pivot 24” screens. With that configuration it is possible to see more than 50 employees without scrolling. •Emergency PCs are distributed between each station ready to be launched in case of failure •Strobe red lights over each station show the state of the voice : Busy, Incoming call, etc. •Each agent carries his own hands free, It is not possible to use the voice without those devices •Each department has a dedicated access to the Video Wall All the details are really necessary to be studied in a 24x7 Control Center
  • 20. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport • It was designed a dedicated nightly light set trying to simulate a morning atmosphere in order to improve the performance during the nights shifts where a lot prevision tasks have to be executed • Each screen is independently adapted to the console avoiding the holders and assuring a complete alignment of all the sets of displays to each console. Not only the day, during the night it is also important to create an appropriate atmosphere of work
  • 21. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Which are our mayor internal success after 9 month of existence of our HCC We have adopted a proactive role analyzing the evolution of the operation instead of the previous reactive one Unified decisions ,taken in consideration more constraints an relations than previously improving the final result. Easy distribution of the knowledge between agents with different profiles and backgrounds. Unified point of communication between IB and Aena. First steps in a real CDM approach between the A.Authority and the reference handling provider at T4.
  • 22. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Summary of the lesson learnt and global recommendation about the risks associated to Ground Handling centralization over a Hub operation • The unification of the operation requires a robust IT platform behind. • All tasks have to be fully remotely controlled, for that reason it is essential to define for each one the variable that will support the tracking: # of pax. Boarded, # of bags loaded[BRS], # number of ULDs loaded, etc. • The voice has to be practically eliminate between the allocators and the agents • As a preference step each department should start out of the Hub Control no more than 2/3 month before the transference of the management to the HCC • Only the best employees will have the opportunity to be members of the HCC ( Dedicated as much time as possible during the personnel selection process ) To be consider 1 of 2
  • 23. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Summary of the lesson learnt and global recommendation about the risks associated to Ground Handling centralization over a Hub operation • Try to draw the roadmap of the consolidation process defining a multi step procedure transferring the operation to the HCC in a cascade mode. • Use the opportunity ant try to unlock bad habits. • Open the doors of the HCC to all the agents at the beginning, everybody must know where all the decision are being taken in Real Time. • The design of a Control Center operational and functional requires to analyze in a detail mode topics that many times are in the boundary of the : ergonomic, acoustic, etc. To be consider 2 of 2
  • 24. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport Those improvement directly point to: 1. Punctuality improvement 2. Better Pax & Baggage flow through the terminal. Reduction of missc. Pax and Baggage 3. Better information availability in case of severe incidences 4. Provision of accurate information to the Airport Authority and Iberia Airlines at any moment
  • 25. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport • Centralized Shift Plan Department • Centralization of the Vacation Planning for all stations • Shifts swaps and trade between all employees through the Intranet • Centralized data base • Regional Control Centers • Integrated Hub Control Center interconnected with the regional HCs • … In all of our Spanish stations In regional Hubs or relevant stations cHC BJS HC-1 HC-2 HC-4 HC-3 HC-5 x Key airports in each of the regions Influence area for each regional Hub Control Center HC-6 Which It could be our next steps and potential challenges cHC BJS
  • 26. HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport HCC of Iberia Airport Services in Barajas: A dream come true

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