Amsterdam Airport Schiphol

Smarter Planet Leadership Series Video: Smarter baggage handling helps passenger volume take off

Published on 17-Jan-2013

Customer:
Amsterdam Airport Schiphol

Industry:
Travel & Transportation

Deployment country:
Netherlands

Solution:
Automation, Service Management, Smarter Planet, Systems & Network Management

Smarter Planet:
Leadership Series, Smarter Insurance, Smarter Transportation

Spotlight

As top baggage manager at Amsterdam Airport Schiphol, Mark Lakerveld plays a key role in keeping travelers flying through this bustling hub, happily connected to their luggage. With rapid growth on Schiphol’s horizon, Lakerveld is also driving a major effort to increase baggage processing capacity on the strength of intelligent routing and optimization.

How Accomplished:
As part of a broad transformation program aimed at increasing process capacity to 70 million passenger bags annually, Schiphol implemented a baggage management solution that can trace any luggage item through the pipeline in real time. Intelligent business rules and alerting tools give Schiphol’s handlers the ability to better manage capacity. By building intelligence into its baggage management processes, Schiphol has in effect gained a “license to grow.”

Leadership:
Leadership is: Reaching out Beyond any technical issues, the most important prerequisite for making the 70 MB program a success was forging a close relationship between Amsterdam Airport Schiphol and KLM. “We needed to move beyond and collaborate on how to improve baggage performance—and ultimately succeed together.”— Mark Lakerveld, Senior Manager of Baggage, Amsterdam Airport Schiphold

Lessons Learned:
Get employee engagement early—and keep it With the new solution impacting nearly every role in the baggage management process, it was essential for management and the employees to be working toward the same vision. “It’s really important for everyone to believe in the new concept we’re embracing. We need to emphasize its benefits as well as the consequences for all employees—for controllers, for security and maintenance people, for everyone.” — Mark Lakerveld

Benefits:
40% increase in baggage handling capacity, enabling Schiphol to handle 70 million baggage items per year with the same physical footprint predicted for the future • 80% increase in hourly baggage handling capability (from 5,000 bags to 9,000 bags) • Improved quality of performance and improved physical working conditions for baggage handlers

Video

As part of a broad transformation program aimed at increasing process capacity to 70 million passenger bags annually, Schiphol implemented a baggage management solution that can trace any luggage item through the pipeline in real time


Products and services used