Design and Implementation of Balanced Scorecard for Maintenance Department at Hajj Terminal, King Abdulaziz Airport

Abstract

This report is about the design and implementation of a PAX system, PAX system is a Balance Scorecard (BSC) for maintenance department of PPMDC (Port Projects Management & Development Company) at Hajj Terminals, King Abdulaziz Airport. It monitors customer satisfaction, optimum service availability, the compliance of maintenance practice to GACA quality standards, maintenance department expense, spare part management, and enhancement of employees’ skills, experience, and knowledge. The research uses a descriptive design surveys and formulas to assess scores, future target and suggests crucial initiatives to attain desired goals. Applying BSC, passenger journey satisfaction score indicator is 94.4% and a two-year projection of 96% and 98%. It achieved total quality standards compliance with General Authority of Civil Aviation Service quality standards (GACA) the indicator for current estimate of 4.55/5 Civil and for two successive years are estimated to be 4.60/5 and 4.65/5. The PAX systems availability indicator is 98.8% and projected 99% (for the second year). While internal process indicator was estimated at 94% and projected at 96 % in the sconed year. Department expenses indicator was 97 % for this year, while expected to be reduced at 95 % in the second year. Spare part inventory management measured at 88.3% and projected 90% for the second year. Lastly, for learning and growth indicator, the team’ skills and experience is estimate at 95% and anticipated to grow to 96% in the short term.