Performance Measurement System (PSM) and Balanced Scorecard (BSC) Strategies Used in the Process Related with Ramp Handling Services of Ground Handling Management

Abstract

In civil aviation sector, the design of airports is divided into two as air side and ground side. The latter part of second security gate in terminal building at the airports is defined as air side in the literature [which is defined as customs area]. The air side is also divided into; ground service and airspace. In this research, the concept of ramp services which constitutes basic content of ground service management process is examined. One of the two most important causes of delays in civil air traffic is that ramp services can not be planned effectively [the other reason is that airport capacity is extremely dense], so this concept needs to be well analyzed and evaluated. The performance measurement system (PMS) and balanced scorecard (BSC) methods in this review are examined in terms of the conceptual background within design, measurement and implementation phases for effective ramp services process in ground handling management.