ISO 9000 - A Plus For Airports

ISO Certification - 10 Steps

• Evaluation of existing quality procedures against the requirements of the ISO 9001-9003 standards


• Identification of corrective action needed to conform with ISO 9000 series standards


• Preparation of a quality assurance program


• Definition, documentation, and implementation of new procedures


• Train staff on new quality program


• Preparation of a quality manual


• Conduct internal audit, determine areas of noncompliance, and take corrective action


• Pre-assessment meeting with registrar to analyze quality manual


• Actual external assessment visit (audit)


• Certification

San Diego’s Benchmarking Study

Management at San Diego International Airport — in collaboration with Bill Fife, corporate VP/director of aviation services for DMJM+Harris, and a peer review group of ten other U.S. airports — developed criteria for objective comparison of one airport’s performance against another.

Some of these benchmarks could serve equally well as a foundation for an airport’s ISO quality program.

• Passengers per airport employee


• Airport operating revenue per enplanement


• Airport operating costs per enplanement, operation and employee


• Maintenance cost per enplaned passenger


• Maintenance cost per square foot of terminal space


• Average time to complete an equipment repair work order


• Custodial cost per square foot of terminal space


• LEO/Part 1542 security costs per enplanement


• Concession revenue per enplanement


• Percent of non-airline revenue vs. airline revenue


• Average fares to comparable destinations


• Percent of payroll spent on overtime


• Training dollars per airport employee


• Ground transportation cost per enplanement


• Parking revenue per O&D enplanement


• Parking space utilization ratio


• Number of airline or passenger complaints per month


• Number of noise complaints per month


• Average days for accounts receivable collection

To the above, I might add:

• Results of internal and external customer satisfaction surveys


• Ratings by travel and trade organizations of your facilities and services


• Passenger injuries per thousand enplanments


• Number of city pairs and service frequency.


• Employee sick day, disability and disciplinary costs.


• Landside/Airside accidents per thousand enplanements