NEVILLE COSS EXPERIENCE

Selected Personal Experience:

-          Check-in process design and performance improvement, bmi

Reengineered check-in processes and improved queue management achieved significant improvements in customer service, utilisation of self-service and bag drop desks, and congestion on the check-in concourse.

As a result of this highly successful process, Neville’s advice and process design skills were requested in the development of new economy and premium check-in operations at Heathrow Airport.

-       Capacity model development, British Airways World Cargo

Developed a capacity model to enable the client to identify potential capacity constraints in its Heathrow premium facility. Recommended improvements to processes and procedures to increase productivity.

-          Passenger screening process optimisation, Dublin International Airport

Developed and demonstrated improved processes that achieved a high increase in throughput and customer service, without impacting security standards.

-          Demand survey and analysis, BAA

Led a quantitative survey and analysis of demand at staff search areas at Gatwick Airport to enable the airport company to better understand current performance and the effect of changes to service standards.

-          Airport systems planner, Halcrow Group plc

During three years in the Airport and Air Transport team at Halcrow Group, Neville was involved in master planning projects, airside development studies and analysis of the national response to The Future Development of Air Transport in the UK.

Core Capabilities and Qualifications:

-          Industrial engineering

-          Process design and reengineering

-          Implementation of operational change

-          M.Sc. Airport Planning and Management

 

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