CBL - Campus del Baix Llobregat

Projecte llegit

Títol: Análisis y propuesta de mejora del servicio de atención a PMR en el aeropuerto. Aplicación a BCN.

Director/a: TRAPOTE BARREIRA, CÉSAR

Departament: FIS

Títol: Análisis y propuesta de mejora del servicio de atención a PMR en el aeropuerto. Aplicación a BCN.

Data inici oferta: 03-07-2017     Data finalització oferta: 03-03-2018


Estudis d'assignació del projecte:
    Tipus: Individual
     
    Lloc de realització: EETAC
     
    Paraules clau:
    Aeropuerto, gestión, operación, PMR, análisis, mejora continua.
     
    Descripció del contingut i pla d'activitats:
    El trabajo tiene por objeto llevar a cabo un análisis del servicio de atención a PMR
    en base a un modelo de operaciones en el aeropuerto, que permita identificar
    puntos críticos y acciones de mejora.

    Las actividades específicas son:
    - Descripción de los antecedentes del servicio de PMR.
    - Benchmarking del servicio en otros aeropuertos.
    - Modelización operacional del servicio actual (escenario "as is"). Análisis de
    puntos críticos y propuestas de mejora.
    - Modelización operacional del servicio mejorado (escenario "to be").
    - Análisis de resultados.
    - Conclusiones.
     
    Overview (resum en anglès):
    The aim of this project is to analyze and propose improvements for the service for People with Reduced Mobility at the Barcelona-El Prat airport.

    The PRM requests assistance go far beyond a simple reservation of a service for a client. Each PRM request and its own characteristics affects the PRM service in a different way, characteristics like how much time in advance its reserved the PRM request, where the service is requested, what is the PRM category, what particular needs it has, if the PRM has to check-in the luggage, if accompanied, if you have your own wheelchair, etc. Depending on all this, the service will be longer or shorter but the PRM service has to guarantee a quality service for the person who has requested it, always in accordance with the European regulations and the technical specifications that the awarded company has signed. That is why, despite all the differences that may exist between two PRM requests by two different people, it is convenient to find the best configuration and the best way to distribute the resources invested by the service provider in order to reinforce those standards of quality and to be able to develop the PRM service. If the resources available of the PRM service are greater, the quality of the service will be higher. The objective is to find the balance by distributing resources in the best possible and most efficient way at the economic level.

    Once the objective is clear, a model of the system has been created under the discrete events approach and several scenarios have been simulated. It has been coded on Matlab, in order to find out which is the best and most efficient configuration to logistically configure the PRM service. When we talk about configuration, we talk about how to manage resources to offer the best possible service. Therefore, several scenarios are presented that reflect the different operating conditions. Among these scenarios, the main difference will always be if the service works with a single PULL in the terminal building placed at the beginning of the service before passing the screening lines or working with two PULLS, one before the screening lines and another after the screening lines.

    Now that the experiments have been carried out, the result of these indicates that depending on the phase in which the PRM agent is located, on configuration or another will be more convenient, that means, if the PRM service has just begun to attend to PRM in the first hour, the 2 PULLS configuration in the terminal building is less efficient, because the service still does not have enough work load to maintain both PULLS actives and all its resources available. Hence, the service starts with a single PULL and then as the morning goes on, the second PULL (Air side) opens in order to offer the PRM service meeting the quality standards.

    If there are more PRMs being serviced at the same time, the best choice will be the configuration with 3 PULLS, the last of these PULLS is the one dedicated exclusively to provide the assistance service for boarding and disembarking PRM procedures.

    © CBLTIC Campus del Baix Llobregat - UPC