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Airport Business Excellence Model: A holistic performance management system

机译：机场业务卓越模式：整体绩效管理系统

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摘要

This study proposes for the first time the Airport Business Excellence Model (ABEM) as a specific version of the European Foundation of Quality Management (EFQM) and tests it in 143 airports worldwide. Based on diverse theoretical premises and applying a Structural Equation Modelling, the study first maps the main Key Performance Areas (KPAs) with their individual indicators and then explores the complex network of causal linkages among them within the multidimensional airport business system. The causal paths are conceptualized in a performance pyramid, where influence flows from the top Strategic Enablers through Human and Operational Enablers to produce Primary and Secondary Results. In addition, Importance Performance Analysis reveals that Employee Results are the most Critical Success Factor for airport excellence, followed by Leadership and Operational Results. Overall, the study sheds light on the airports' 'black box' and exhibits the interactions of its 'software' assets nested in the multiple airport stakeholders.
机译：这项研究首次建议将机场业务卓越模型（ABEM）作为欧洲质量管理基金会（EFQM）的特定版本，并在全球143个机场进行测试。基于不同的理论前提并应用结构方程模型，该研究首先将主要的关键绩效领域（KPA）与其各自的指标进行映射，然后在多维机场业务系统中探索它们之间因果关系的复杂网络。因果路径在绩效金字塔中进行了概念化，其中影响力从最高战略推动力流向人员和运营推动力，以产生主要和次要结果。此外，重要性绩效分析表明，员工绩效是机场卓越成就的最关键成功因素，其次是领导能力和运营绩效。总体而言，该研究揭示了机场的“黑匣子”，并展示了嵌套在多个机场利益相关者中的“软件”资产的相互作用。

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