Step 3: Establish a baseline

Next step is to establish a baseline for acceptable tolerance levels; for example, what is the maximum amount of time a passenger should have to wait before moving through security, and what is the average time that the passenger waits to move through security.

We are now going to focus on the Security Control process to define our baseline performance metrics.

Opening the process properties in QualiWare, we are presented with a range of options for enhancing the metadata and attributes of the process 

We need to ensure that we identify the resources, enablers, information systems, and controls that facilitate the operation of this process. These are all objects that either already exist in our repository, or need to be created and linked.

We also want to capture the aggregated direct and indirect costs associated with the process, and ensure that the controls have been identified.

Now, we need to evaluate the activities that together form the process, to capture specific metrics for each critical step. We will leverage our ability to define each message flow, sub-task, loop, and completion condition in detail for all of the critical activities in the process.

We will also include any relevant policies and guidelines that enforce the maximum number of passengers & staff that are allowed in any specific process activity (or section of airport security).

The performance of these activities directly impacts our customer journey.