Hamad International Airport is the main airport serving Doha, in Qatar. It is a third of the size of Doha, spanning 22 km2, with a 600,000m2 passenger terminal which currently serves 30 million passengers per year.
Ferrovial Services, through its subsidiary FMM, is responsible for the airport’s facilities management, including the passenger terminal complex, the halls, the airport hotel, shops, VIP areas, catering building and access roads.
Given its commitment to ongoing improvement, FMM requested the support of the Centre of Excellence for Infrastructure to identify the factors having the greatest impact on incident-solving times and thus on the fulfillment of levels of services required.
Some of the services provided by the Centre of Excellence for Infrastructure in support of this contract are:
- Analysis of operational information
- Use of Lean Six Sigma statistical tools for reviewing corrective maintenance incidents
- Analysis of organisational structure
- Development and implementation of efficiency improvement measures
The Centre of Excellence for Infrastructure evaluated the sensitivity of various technical factors (type of physical asset involved in the incident, type of error, corrective action applied, area, department, etc.) and time factors (frequency of the error, time and day of occurrence, weekly and monthly frequency).
Based on the conclusions reached, it proposed organisational measures aimed at improving the levels of service and properly set working shifts to balance out peaks of incident occurrence.
Moreover, it suggested an in situ analysis of the overall operational process, the identification of subprocesses which did not add value, monitoring of specific incidents, and redesign of coding to better analyse the origins of potential service improvement.
The measures and methodology proposed by the Centre of Excellence for Infrastructure in order to improve facilities management at Hamad International Airport will streamline quality levels for the services provided in all key areas of this important infrastructure in Qatar.
- Project: Facility management In the new International Airport in Doha
- Location: Doha, Qatar
- Start date: 2016
- Company: Ferrovial Services