Abstract
A theoretical analysis and benchmark was performed to develop a service model for air traffic control (ATC) systems. Based on a survey of theoretical methods and approaches for ATC maintenance processing in relation to traditional and European harmonised ATC parameters, a structured analysis and evaluation of the problem was performed at an international ATC organisation. The research was performed with parameter-oriented comparison. The results of the research were used in a process maturity assessment and key performance indicator (KPI) system. An ATC-specific maintenance process maturity method based on ISO/IEC Standard 15504 was developed for the process of analysis. The results can be used to develop an ATC service maintenance model as part of an air transport system model (macro model) and to develop an ATC service model and KPI system (micro model).
Highlights
Air transport is one of the most dynamic modes of transport
NAV Canada The maintenance process was evaluated by review of the documents and process description provided (NAV CANADA... 2010, 2009a, b)
In general the NAV Canada maintenance process is performed according to detailed process flow charts on UML and is divided into defined process bundles
Summary
–– Based on the best practice level; –– Maintenance is system/subsystem/equipment-oriented and includes logistics support; –– The FAA uses national standards and definitions that do not conform to ITIL standards.; –– Metrics reflect technical parameters. The ITIL standard is partly implemented in the technical operation of NAV Canada; –– Maintenance is strongly practical and orientated on national and ISO standards; –– The service level is only mentioned. Process is completely controlled by defined maintenance process metrics and is completely business and service oriented. –– assess the objectives of the maintenance process; –– assess the maintenance process modelling; –– assess the maintenance process from business and management aspects; –– assess the methods of the flow process chart; –– assess the defined of KPI parameter of process control; –– provide a qualified ATC process rating. The following table reflects these adaptations and describes the ATC specifics developed
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