Data and Kaizen: Performance Monitoring and Improvement in Airports

Data and Kaizen: Performance Monitoring and Improvement in Airports

Written by: TOLGA AKAGÜN
Published by: EulePage / April 2025

The Intersection of Kaizen and Data

Kaizen is based on the concept of improvement through small but continuous steps. The data tells us where, when, and how these steps should be taken. Key terms like performance monitoring, operational efficiency, feedback systems, passenger experience, and process improvement are the new tools of Kaizen applications in the digital age.

Today, airports, with their ability to collect and analyze data, are effectively applying Kaizen not only in theory but also in practice.

An Example from Türkiye: Real-Time Monitoring at Istanbul Airport

In 2023, Istanbul Airport gained attention by installing real-time data monitoring panels to detect congestion in the check-in and security screening processes. These panels work with artificial intelligence algorithms that analyze passenger flows and offer managers the opportunity to restructure processes. For example, by temporarily redirecting staff to different areas during peak times, passenger satisfaction increased by 18%, while the security screening time was reduced from an average of 7 minutes to 4 minutes (operational efficiency, process improvement).

This application is a perfect example of Kaizen’s “observe, analyze, apply, and iterate” cycle.

Inspiration from Japan: Kansai International Airport

As an example from the birthplace of Kaizen, Kansai International Airport in Osaka developed a data-driven Kaizen model to combat flight delays. In the departure and arrival processes, each department evaluates the previous day’s performance in daily meetings based on data. In these meetings, not only issues are discussed, but also small-scale successes are reviewed, and best practices to be adopted are identified (performance monitoring, feedback systems).

As a result, Kansai Airport increased its flight punctuality rate from 81% to 92% within three years, gaining an advantage over regional competitors (success story).

Success Story: Kaizen on Passenger Experience at Amsterdam Schiphol

Schiphol Airport redesigned its processes within the Kaizen framework by mapping every step of the passenger journey through a “Passenger Journey Mapping” system. Issues faced by elderly and disabled passengers at waiting points were identified through feedback kiosks. With the data collected, the layout of the waiting areas was changed, the number of counters was increased, and staff support points were reorganized. As a result of these changes, the accessibility score in passenger satisfaction surveys increased from 76% to 93% (passenger experience, process improvement).

From Data to Strategy: What Should Be Done?

Real-time data monitoring systems should be established.
Performance indicators (KPIs) should be set for each department.
Employees should be trained in data literacy and Kaizen.
Feedback systems should be expanded to include both passenger and employee experiences.
Data should be effectively used in decision-making processes; it should not only provide statistics but also generate strategy.

Conclusion

The data-driven Kaizen approach ensures the sustainable development of not only processes but also service quality, employee motivation, and passenger satisfaction at airports. As a result, airports become not only transportation hubs but also models of operational excellence to be emulated.