Quality Infrastructure on International Passenger Terminal, Tokyo International Airport (Haneda) January 21, 2016

Transcription

1 Quality Infrastructure on International Passenger Terminal, Tokyo International Airport (Haneda) January 21,

2 1. Terminal outlook 1.1 Profile Terminal 2(Domestic) Approx. 200,000m 2 C-Runway D-Runway B-Runway A-Runway Terminal 1(Domestic) Approx. 290,000m 2 Tokyo International Air Terminal Co., Ltd 1. Structure: SPC under PFI 2. Established: June 20, Capital: 90bn yen 4. Shareholder : 13 companies 5. President & CEO : Katsuji DOI Railway (Keikyu Line) Tokyo Monorail Inaugurated in October 2010 International Passenger Terminal Approx. 236,000 m2 plus parking, hotel and energy-supply building. 1 1

3 2.1 Social inclusion We sloganized Be a caring terminal when entering into PFI business. PFI which brought a competitive environment might have paradoxically produced a concept of social inclusion as care. A pure private sector of us reached to offer a comfortable space and service encompassing anybody inclusive with disabled people, elderly people, infants and diversified tourists who cannot speak Japanese in particular. In order to materialize the concept, we think up key sentences or words and enumerate them as below. Customer-satisfaction (CS) metrics is equally important to financial metrics. A human services a human. Universal design Multilingualization 2 2

4 2.2 Hardware (UD) Simple, functional paths of flow Departure lobby on the 3 rd floor and arrivals on the 2 nd floor connect between access transportations and air fleets with a flat and straight path and less need to move between floors. 3 3

5 2.2 Hardware (UD) Universal design (UD) committee A total of 10 UD committee meetings and 38 its working group meetings were held during the time period between the year of 2006 and 2010.We realized their input to our design of terminal building as much as possible. Members are 1) UD leading scientists and experts chaired by Dr. Tetsuo Akiyama/Professor, Chuo University, 2) diversified disabled people (wheelchair, the visual impaired, the hearing impaired, etc.), 3) representatives from railroads, buses, airlines, domestic terminal operator and 4) various observers inclusive with competent authorities review of elevator by mock-ups review of escalator audio guide review of FIB review of tactile blocks, materials and colors of floor Discussions 4 4

6 2.2 Hardware (UD) Grand prizes Awarded for barrier-free design by Minister of Land, Infrastructure and Transportation Awarded for toilet facitlies by Minister of Land, Infrastructure and Transportation 5 5

7 2.2 Hardware (UD) Toilet 1. Toilet entrance signs Audio guidance in 4 languages (Japanese, English, Korean and Chinese) and toilet information signs are located at the toilet entrance 2. Toilet cubicle pictograms & Emergency Lights Toilet cubicles (not in use) Toilet cubicles (in use) Equipped in every cubicle 6 6

8 2.2 Hardware (UD) Toilet 3. Multipurpose toilet The toilet has all necessary equipment and provides sufficient usable space. Multipurpose toilet layout Manual door Diaper changing seat Fixed bed Movable handrail Wash basin Ostomate sink L-shaped fixed handrail Toilet bowl Changing platform Aligned with this line 7 7

9 2.2 Hardware (UD) Elevator Externals Elevator Shaft Emergency button for hearing impaired passengers 8 8

10 2.2 Hardware (UD) Flight Information Board UD fonts Large-sized text Grater contrast between text and background 9 9

11 2.2 Hardware (UD) Boarding bridge Externals Inner View flat floor 10 10

12 2.3 Software (UD) Concierge Assistance service by the concierges 90 well-trained professional members 4 language + finger language All staff are licensed service care-fitters 11 11

13 2.4 Amenity (Wow!) 12 12

14 3. Sustainability 3.1 Business circle 13 13

15 3. Sustainability 3.2 Performance Customer-satisfaction (CS) metrics is equally important to financial metrics. CS index (Satisfied ratio) current performance KPI agreed with competent authority CS index (Satisfied ratio) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4,000,000 3,000,000 2,000,000 1,000,000 Net 0 income 1,000,000 2,000,000 3,000, net income 2,241,932 2,139,676 1,812,815 2,217,906 2,924,652 operating revenue 12,470,936 29,122,744 31,934,785 35,844,226 57,357,498 Business Performance 80,000,000 60,000,000 40,000,000 20,000,000 0 Unit,000 JPY 20,000,000 40,000,000 60,000,000 Operating revenue 14 14

16 3. Sustainability 3.3 Conclusion Our Infrastructure investment model Though infrastructure for social inclusion needs more investment, one customer who satisfied with our service will be a next customer. We attribute excellent customer experience to human services a human more than any other. A customer who is received a better service looses the purse strings. Our sales revenue which occupies 60% in total revenue drives investment to offer better services. This is our quality infrastructure. Thank you! 15 15