Unique airport management know-how transfers

Airport Consulting Vienna (ACV) is the only Austrian company of its kind to successfully market the full range of airport management and operations know-how world wide through effective know-how transfers. After more than 15 successful years of proven tailor made solutions ACV has integrated the entire marketing, commercial, technical and financial airport know-how in a unique 1-stop-shop.

ACV’s successful know-how transfers were sparked in the early Nineties when a number of international airports opted for a strategic development in form of commercialisation and privatization projects. Since then ACV fulfilled a number of challenging and multi-faceted functions: as a principal operator and shareholder for projects in Istanbul, Lima, Panama and most recently in Abuja; as a key consortium member in Delhi, Mumbai and Bratislava; as a strategic airport manager for the airports in Vienna, Salzburg or Kiev; and as a consultant on numerous occasions. This made ACV’s expertise and industrial know-how unique among other consultants: ACV also understands the other side of the coin - that of the operator and that of the investor.

The common denominator in every project is ACV’s all embracing know-how transfer. However, a know-how transfer carried out far from one’s own backyard has to overcome the major hurdles of foreign traditions, a different business climate, and inter-cultural and language barriers. Experts will agree that the typical expatriate models commonly used in the industry to fulfil management contracts often cause more problems than they solve. They are an expensive option, and local airport or project owners have few opportunities to intervene or issue instructions. Least of all can expatriate managers make themselves effectively heard among local staff. The alternative seems quite obvious: when in Rome, do as the Romans do!

ACV’s less problematic and more cost effective Technical Services Agreement model has therefore been found to be the better choice on more than one occasion. By taking charge as a trainer and working in tandem with leading airport partners, ACV built-up the required human resources of future local airport managers and staff through a well-structured skills development program. Over a period of three to six months local aviation experts underwent a series of trainings in ACV workshops and on site of the airport partner. With added airport management know-how and practical skills to complement existing expertise primary differences in language and culture were minimized. Attention was quickly directed to the essential tasks. Efficient results were achieved within a short period of time: project costs and budgets could be kept at a minimum, traffic volumes and revenues were boosted, profitability increased, and quality targets were surpassed. The know-how transfer progress was monitored regularly, and passenger surveys confirmed the much improved customer satisfaction levels. Experts from ACV and the partner airport remained available on an on-request basis throughout the Technical Services Agreement period to further guide the local team.

Putting theory into practice in an “East meets West” project
A prime “East meets West” project example of a hands-on know-how transfer dates back to the turn of the century. The local project partners comprised construction companies without any previous airport operation experience. In short, the success of the project largely relied on ACV’s expertise and the Technical Services Agreement to complement  the design, planning, development, construction and operation of the airport’s new international passenger terminal and car park complex. While construction was still in progress ACV set up a local subsidiary. Local aviation professionals, well versed in cultural traditions, language and business conduct, were recruited from airlines or ground handling companies. Those selected for key positions were trained for their future management responsibilities as part of a comprehensive pro-active operational readiness program.

During the pre-opening phase part of the trainings were conducted on site at the partner airport (the know-how provider) under the supervision of ACV (the know-how transfer manager). The training program and several workshops were tailored to the specific needs of new terminal operation. It covered areas such as:
•  Check-in counter management
•  Ground handling
•  Apron scheduling and operations
•  Gate management
•  Passenger terminal retail management
•  Car park and concession administration
•  Maintenance and facility management
•  Security and emergency services
•  Planning and strategy
•  Procurement, administration and accounting
•  Business development planning
•  Performance benchmarking
•  Management reporting systems
•  Environmental management

By working hand-in-hand with partner airport experts over a period of about 6 months, the local management team was equipped with new knowledge and proven, practical skills. In a second step, the training was extended to include key staff members. Thus, the aim, to smoothly integrate the new terminal and car park complex into the existing airport business, was achieved.

This unique, streamlined approach ensured the build-up of a modern management organisation in line with international standards and best practices. Once theory was put into practice the local full-time management team was ready to tackle day-to-day tasks.

During the start-up of the post-opening phase the management team also benefitted from a meticulously designed Terminal Operations Manual. The success of the terminal operations concept was duplicated in the Integrated Management Information System.

For the first few years of operation, and until the new management and staff were settled in their daily routine, ACV experts also provided complementary management and operational support through:
•  Advice on the recruitment of management personnel
•  Advice on managing relations with international air carriers
•  Advice on the selection and contracting of international retail operators
•  Advice on environmental procedures and issues

ACV experts were on stand-by to act swiftly and on request. A special hot-line was installed for quick responses in case of emergencies.

Towards the end of the Technical Services Agreement ACV introduced a novel baggage trolley concept for the international terminal operations. Again, a local team was recruited and trained to implement a highly flexible management approach with enthusiastic staff members. Driven by safe top-quality equipment and strict service excellence, the baggage trolley operation set new standards as a world-class model, which others sought to follow. By taking into account flight schedules, peak hours, customer profiles and special travelling habits of passengers, the ultimate aim was achieved: the right number of trolleys were provided at the right place at the right time. 

Looking behind the scenes of ACV’s successful know-how transfers
ACV has long since adopted a holistic approach that is based on an optimised total quality management philosophy. From project planning to implementation ACV aims at adding real value for everyone concerned - over and above key factors such as functional, swift, safe and secure airport operations.

A major success factor is the ability to identify those areas where efficiency can be increased and improved to optimise the airport operation as a commercial business.

Behind the scenes this is based on:
•  An integrated planning approach - the financial plan follows the operational plan, and the operational plan follows the strategic plan
•  A lean flat management and organizational structure that suits individual and local requirements
•  Developing human resources as a first priority through training and know-how transfers
•  Matching jobs and skills to attract the right people for the right job, while offering opportunities and performance based rewards
•  Maximizing operational productivity through training initiatives and the introduction of new technology
•  Improving profitability at management levels with proven business planning and profit management processes
•  Optimising financial resources through extensive knowledge of project and company financing
•  Optimising available airside and landside spaces and capacities through well-structured planning and development mechanisms
•  Responsible just-in-time capital investments based on right-sizing principles and a phased development concept
•  Optimising commercial activities to boost non-aeronautical revenues
•  A targeted and tailored airport and airline marketing strategy for traffic growth
•  Fostering open communication channels with customers, concessionaires, stakeholders and authorities
•  Implementing a tailor made strategic development concept to position the airport as an economic and tourism engine
•  Maintaining quality, productivity and efficiency levels through regular monitoring and benchmarking

Today, ACV is a renowned know-how partner for airports facing the challenges of the 21st century:
•  Enhancing efficiency
•  Optimising capacity
•  Increasing revenues
•  Achieving profitability
•  Improving quality
•  Boosting traffic volumes
•  Gaining customer satisfaction

To tackle them, and meet the individual needs of its clients, ACV often sets future trends to provide exactly those services that best complement daily tasks.

Contact details:
Airport Consulting Vienna GmbH
Atelier Belvedere Top 8, Landstrasser Guertel 3, A-1030 Vienna, Austria
Managing Directors: Wolfgang Edelmann, Johann Frank
T: +43 1 236-7007
F: +43 1 253-3033-7399
E: office@a-c-v.aero
www.a-c-v.aero