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%0 Thesis
%A Radivojevic, Slavica
%T Development and design of a Level of Service (LOS) - based decision support system (DSS) tool for disruption management of flight operations affected by the airline prioritisation policy : design of the delaying VIPs oriented decision support - DEVOTED DSS tool
%I Aachen, Techn. Hochsch.
%V Dissertation
%C Aachen
%M RWTH-2015-06117
%D 2016
%Z Veröffentlicht auf dem Publikationsserver der RWTH Aachen University 2016
%Z Aachen, Techn. Hochsch., Diss., 2015
%X In this research a design of a Decision Support System (DSS) tool for use in the Disruption Management of the Airline Operation Control Centre (AOCC) is presented. Based upon an examination made from the airline’s operational point of view for a determined airline’s prioritization strategy, the aim of the proposed tool is to assist the airline operation controllers in making decisions on whether to delay the departure of out-bound flights in order to wait for arriving-delayed high-valuable passengers from an in-bound flight. Created is Delaying VIPs Oriented Decision Support System (DEVOTED DSS) Tool which comprises of evaluation of decision options and making recommendations, while evaluating accurately the impact of the decisions in operations disruptions on the highvaluable (or premium) passengers of an airline. An identification of a causality of the high-valuable or premium passengers’ importance to the airline and a conceivable influence of this importance on decisions on delays within its operation execution and disruptive situations has been explored. Particularly the influence of delayed connecting high-valuable passengers on making decisions on onward delays in the airlines’ striving to deliver a better service quality (SQ) to these passengers, the passenger segmentation per flight and the associated consequences in terms of the Level of Service (LOS) performed by the carrier and the one perceived by the passengers, have been taken into account. The LOS delivered by the air carrier and the level of service quality expected and perceived by the passengers are determined quantitatively by using a created LOSmodel which relies on the basic categorization rules of the Kano Model of quality. An introduced confrontation of the in-bound and out-bound high-fare passengers within connecting flights was investigated as an influencing decision making factor in the airline disruption management. This is shown in a juxtaposition of the high-valuable passengers of the same cabin-class per each flight considered in the disrupted operational situation. When it is about to make a choice between a monetary benefit and the retention of the reputation of a reliable service provider, an employment of the designed tool can aim at affording rather objective instead the still occurring intuitive decision making in the airline’s disruption management. The consequences of the decision solutions displayed in the designed form are practical in terms of user-friendly utilization of DEVOTED DSS being simple and easy to deal with.
%F PUB:(DE-HGF)11
%9 Dissertation / PhD Thesis
%U https://publications.rwth-aachen.de/record/540859