What is the key to efficient airport facility management and high service quality? Learnings from Berlin Brandenburg Airport's Technical Control Centre transformation

Michael Jahn, Jan-Henrik Reber and Ralph Struck
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Michael Jahn: Senior Consultant, M2P Consulting, Germany
Jan-Henrik Reber: Senior Consultant, M2P Consulting, Germany
Ralph Struck: Vice President for Facility Management, Berlin Brandenburg Airport, Germany

Journal of Airport Management, 2022, vol. 16, issue 3, 256-267

Abstract: Terminal and airport facilities are highly intensive in terms of capital expenditure (CapEx) and operating expenses (OpEx) and have a substantial impact on airports' carbon footprint as well as their operational stability. Despite that, technical operations receive little attention in today's airport ops discussions, which is quite counterintuitive. Technical control centres (TCCs) are the epicentres of technical operations. The case study of Berlin Brandenburg Airport's Technical Control Centre demonstrates the steps of a successful transition. Four dimensions (people, processes, organisation and systems) are considered to achieve the objectives of a premium customer experience and technology leadership while operating under growing cost pressure. Three key factors supporting the development towards a smart control centre are identified: IT to ops integration, smart work environment and supply–demand alignment. The case study concludes with an outlook on upcoming challenges and chances to unlock the full potential of a state-of-the-art technical control centre, as Berlin's journey continues.

Keywords: Facility management; operations; technical systems; IT; data utilisation; workforce; organisation; customer service; building automation; incident management; multi-campus operations; transformation; smart airport (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2022
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