High stakes and limited time, the airport had to get it right.
The Bristol airport passenger screening area was running at capacity and facing ever growing passenger numbers, above expected annual growth. Last year, passenger growth was 8%, much higher than the predicted 2-3% growth forecast. The ambition was to increase passenger throughput from 125 passengers per lane to 220+ without a dramatic increase in staff numbers.
Result validated the new design, ensuring it would deliver the expected throughput and help optimise the new facility.
Designing the new checkpoint
The appointed architects designed the layout of the new security area which was then validated by Result to ensure it worked efficiently as a process.
The validation process:
- Key process data was taken at each stage of the checkpoint, everything from passenger preparation time to passenger re-packing time.
- We observed the process layout and also the way officers interact with passengers and the process itself. Any process ‘waste’ was identified.
- The process data was sense checked, cleaned and sent to our simulation team.
- Simulations and scenario tests were run to see how the checkpoint would perform under different passenger behaviours.
The Resultancy Modelling Simulation Approach
We got everyone’s buy in and cooperation from senior management downwards and then made sure we kept the right people informed of our progress.
Used lean methodology
Looked at the original designs to identify opportunities for defects and in-process ‘waste’.
Used simulation tools
We then set about creating the ‘future state’ model of the newly designed security checkpoint.
We ran a series of scenario tests to see what would happen to passenger throughput under different conditions..e.g. Passengers bring more items than expected, or X-ray screen reading time changed.
Developed Visual Management
Helped define a signage and furniture strategy which would ensure a higher level of compliance by passengers.
Reported upon the results
Upon completion of the modelling we presented findings including the predicted throughputs for the new area, how bottlenecks will change depending upon different scenarios and were able to predict what would happen to the process.
Once installed we later went back to test the reality against the model.
- Improvement in passenger throughput from 125 passengers per hour to 220+ during peak times.
- Improved operational efficiency. Passenger screened per officer rose from 26 to 38…a 46% increase.
- No reduction of security metric performance.
- Improved passenger experience as a result of the new facility.
- Improved staff experience due to better processes which require less intervention, and better prepared passengers.
- Improved on time departure levels for aircraft due to less queuing at security.
“Your team has shown us how we can optimise the new facility and improve operating efficiency by 50%”
– Operations Director