Bristol introduces passenger experience improvements

The hub has partnered with Develop Consulting to help create a seamless and stress-free journey

Bristol Airport has teamed up with a Midlands-based consultancy firm to help enhance customer experience at the hub.

Develop Consulting was selected to work closely with the newly founded Continuous Improvement Team at the hub.  

As travel restrictions ease, the airport has been keen to ensure that all processes within the terminal are as seamless and stress-free as possible.

Bristol Airport
Photo Bristol Airport 

Steve Clark, manufacturing and construction director for the Lean and transformation business at Develop Consulting, has been working alongside the team with Andrew Goodenough, infrastructure director, on the project.

Intense training in lean methodology has been given to the airport staff. This process originated from the Toyota Production System (TPS) and follows the relentless pursuit of identifying and eliminating waste in all forms, including time and transport.

Around 50 areas of focus were identified through the project and Clark was also able to not only coach and advise the team, but also support in the development of a data dashboard to efficiently manage the airport during day-to-day operations.

The control panel allows the airport team to measure and assess these areas of focus more concisely, whilst continuing to use their new skills in managing the site.

Steve Clark said: “It has been a pleasure working with the team at Bristol Airport and it was great to be able to put some building blocks in place for when the customer numbers increase over the coming months and help them manage their airport on a daily basis much more effectively and efficiently.”

The airport’s next steps are to roll out the lean tools to the rest of the workforce, starting in the autumnal months.