Swissport International

Providing aviation services at over 160 airports
Swissport International is the worldleader in aviation services. At over 160 airports worldwide groundhandling, security and fueling services are supplied to over 600 airlines.

Metrician expectations
Implementation of Metrician helps Swissport achieve the following business goals:

Introduction of a more KPI driven mentality with management

Gaining insight in quality of delivered services

Simplify maintanance of thousands of SLA contract in use worldwide

Improve image of transparancy with customers

Realise efficiency benefits by marking area's with structural overperformance

SLA contracts
Each customer of Swissport has specific service level contracts for every airport. The SLA contracts often contain dozens of indicators. For every indicator an agreed upon target value is determined, like "in 95% the waiting time for business class passenger checkins should be maximum 12 minutes". All in all many thousands of contracts are currently defined.

High standards
Since january 2007 Swissport International has chosen Metrician for the maintanance, measurement and reporting of their SLA contracts. As a professional service provider Swissport continuously monitors the level of provided services. The measurements are collected and compared with the agreed upon targets. The weighted results are made available as individualised reports to Swissport management, customers and stationmanagers.

In 2007 the company won the prestigious "best global aviation ground services company 2007" award.