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136 The following examples of Key Performance Areas, or KPAs, are those in use by numerous airports across the country in their performance-measurement techniques. Those airports that participated as case study airports for the development of the guidebook also supplied data on their most common KPAs. For a full list of the airports featured as case studies in the guidebook, please refer to Part III, Chapter 1, where a full report can be found on each. The following chart first lists a KPA, then the associated Key Performance Indicator(s) (KPIs) and then the associated measures. This list represents a sample of metrics used in the aviation industry and does not account for every area of measurement or measure. A P P E N D I X B Compendium of Key Performance Areas and Indicators
Compendium of Key Performance Areas and Indicators 137 KPA KPI Measure Finance Costs - Expenses Total airline cost per enplaned passenger Total operating costs per enplaned passenger Total operations and maintenance cost per enplaned passenger Material and supply costs per EPAX Telephone expenses per EPAX Insurance expenses per EPAX Rental expenses per EPAX Other operating expenses per EPAX Outstanding long-term debt per EPAX Operating cost per enplaned passenger Operating cost per enplaned passenger (with depreciation) Airline operating expense per enplaned passenger Revenue Performance Operating revenue per enplaned passenger Non-aeronautical revenues as % of operating revenue Accounts receivable aging - days Return on cash balances Yield on investment Cost-to-budget ratios Total grant volume per passenger Operating Performance Meet "Target" Budget Operating income margin Operating income per enplaned passenger Revenue-to-expenditure ratio Non-airline revenue to airline revenue Total non-airline revenue per enplaned passenger Cargo space leased per ton moved Operations and maintenance costs per terminal square foot Work-In-Process (WIP) balance aging Financial Reporting Errors in accounting reports used % of on-time, routine reports Average cycle time of key activities, i.e., bank reconciliations, parking audits, closing, etc. Routine reports per accountant % of average profit/loss reports completed within 30 days of the end of the month Average number of days to distribute financial reports % of the capital status reports completed within 30 days of the end of the month Debt Management Senior debt service coverage (with transfer) Long-term debt as % of total assets Debt service as % of operating revenue
138 Appendix B KPA KPI Measur e Safety Runway Incursions and Airfield Violations Number of runway incursions Warning citations issued Employee Accidents and Incidents Total employee injuries Number of OSHA recordable injuries Injuries per FTE Lost work days per FTE Number of airport vehicle accidents Airport User Accidents and Incidents Claim cost per million enplaned passengers Number of accidents and Incidents Police Number of tickets issued Curb time per arriving vehicle Number of safety seminars conducted Number of attendees at safety seminar s Number of security inspections conducted Number of hours training provided per employee Ranking in skill tests Number of certifications held by the department People Affirmative Action % Female employees of total work force % Minority employees of total work force % Disabled employees of total work force Satisfaction Number of performance reviews over time for total work force Turnover rates and costs Turnover rate of probationary employees Number of labor grievances Employee opinion surveys Employee attitude change scores Employee morale change scores Number of labor grievances Grievance settlement rates and costs Development AOC and Special Training Recognition reward counts to total work force Staffing report DPS/OPS Turnover numbers to total work force Vacancy to total work force Training Number of training hours per employee Pre- and post-test scores from training programs Number of post-test scores from training programs Number of certifications acquired Number of "critical incident" reports Finance Salary increase or appraisal patterns Overtime pay costs or ratios Compensation (or benefits) as a % of expenses Overtime as % of total wages Operating revenue per employee
KPA KPI Measure Operating expenses per employee (excluding depreciation) Personnel as % of total cost operating expense (including benefits) Terminal square feet per FTE employee Reviews/Reporting % of performance appraisals submitted on time Number of late end-of-term performance evaluations Human Resources Average position hired in pay range (by quadrant) Number of job descriptions written Benefit cost per employee Error rates in processing benefit claims Comparable private sector pay in critical categories % Payroll to employee benefits Absenteeism rates Lost time costs Labor utilization rates Operations Maintenance Labor cost per square foot of building or paved surfaces Material cost per square foot of building or paved surfaces Duration of system failure Number of system failures Cost of equipment failure Total maintenance cost per square foot of buildings and paved areas Energy costs per square foot of buildings Temperature consistency Frequency of rest room cleaning Number of successful maintenance inspections Preventative maintenance costs compared to non-preventative maintenance costs Inventory costs as a % of maintenance costs % of inventory shrinkage % of tool shrinkage Average response time Groundskeeping costs per acre % of work orders completed within guidelines Ratio of productive labor hours to actual labor hours % of maintenance hours used for work that was preventative in nature Number of shuttle complaints per 100,000 passengers Utility expenses per EPAX Parking Parking cost per EPAX Frequency of ground transportation service Number of parking spaces per EPAX Number of short-term parking spaces per passenger and visitor ratios Number of long-term (daily) parking spaces per passenger Compendium of Key Performance Areas and Indicators 139
140 Appendix B KPA KPI Measure Number of parking employees as compared to vehicles in long-term and short-term parking Average processing time for short-term parking and long-term parking Average time from long-term parking to the passenger terminal Total vehicles parked vs. total passengers Average parking time in long-term parking and short-term parking Maintenance cost per parking space Contractor cost per parking space Parking revenue per EPAX Number of complaints per EPAX Parking ratio/per hour Parking ratio/per day Planning, Development, Environmental Project planning hours versus total hours Timeliness and budget accuracy Time to complete environmental reviews Number of errors and re-work Contract specification and bidding time to total time Number of design changes % noise reports completed before the end of the month % of tenants inspected annually for environmental violations Bid estimated to actual bid Percent of change order dollars as compared to original dollars bid Speed of grant application processes and receipt of funds Food area as a proportion of total concession area Duration of average food and beverage retail lease Viewing/children's area per EPAX Terminal area per EPAX Concession revenue per EPAX Concession revenue as a % of total revenue % of contracts in place by renewal/start date Properties Number of contract extensions given Number of DBE contractors DBE contractors as a % of total contracts DBE contractors as a % of total contract dollars Concession revenue per square foot Advertising revenue per square foot Revenue from food and beverage per EPAX Revenue from general merchandise per EPAX Car rental revenue per EPAX Airline revenue per EPAX Total contracted service expense per EPAX Total contracted maintenance expense per EPAX Average acquisition cost of land per square foot
KPA KPI Measure Manage Contracts Partnerships Partner services provided Community Community Relations Number of contacts Number of activities focused on community Public/Community Relations % of media calls responded to within the same day Media contact indicators Media notice volume indicators Positive vs. negative press Number of community outreach initiatives Visitation and special event counts General government satisfaction tests Customer satisfaction indicators Complaint tracking and response Number and frequency of customers surveyed Number of customer complaints, by type Number of tours conducted Number of people on tours Compendium of Key Performance Areas and Indicators 141
