EFICIÊNCIA OPERACIONAL NOS PROCESSOS DE EMBARQUE E DESEMBARQUE DE PASSAGEIROS E RESTITUIÇÃO DE BAGAGENS EM AEROPORTOS BRASILEIROS

Abstract

The civil aviation sector has a fundamental importance in a country's integration process and in national and world economic development. Technological developments, investment in infrastructure and airport management model should be focused on meeting the needs of passengers, airlines and the airport itself. The Business Process Management - BPM, applied efficiently, with systematic monitoring through performance indicators, aligned to the envelopment analysis of technical data (DEA) allows the airport operator to identify improvements in its processes. The objective of this work is to develop an operational efficiency model for airports, identifying the most efficient shipping processes, disembarking of passengers and analyzing key performance gaps. Operational efficiency analyzes were performed at 11 airports INFRAERO network using the DEA facing the CCR model oriented output. The main findings were observed to identify the most efficient airports in the studied cases, the establishment of a ranking of diagnosis efficiency and on the implementation of the process management in airports researched. Keyword: Business Process Management, Operational Efficiency, civil aviation, Data Envelopment Analysis (DEA), airports.