Case Study

Name: Metropolitan Washington Airports Authority Date: 2003– present Project: Performance Measurement and Strategic Business Plan

Summary: IMG has developed a comprehensive performance dashboard for the Metropolitan Washington Airports Authority (MWAA) that enables the Authority to assess the performance of the Authority and its two airports, Ronald Reagan Washington National Airport and Washington Dulles International Airport. The performance dashboard tracks metrics essential to the strategic and financial success of MWAA, such as customer service, employee productivity, workforce diversity, procurement and risk management. IMG’s work also includes a benchmark comparison of key performance metrics with 17 similar airports and authorities. IMG has also worked with MWAA’s top management to implement strategic initiatives to guide the Authority’s departments and divisions in setting annual action plans and performance measures that link to the Authority’s overall performance dashboard.

Issue: MWAA strives to have the best managed airports in the United States through continued improvements in its efficiency, security, customer orientation and air services offered.  As part of this effort, MWAA retained IMG to assist in measuring its performance through an annual dashboard and to assist its departments and divisions in developing strategic initiatives linked to the performance dashboard.

Solution: IMG, in close coordination and interaction with MWAA’s staff, identified twenty performance measures that summarize MWAA’s performance and that of its two airports in regards to customer service, employee productivity, workforce diversity, procurement and risk management. These performance benchmarks were compared internally and with 17 other airports, and tracked for progress over time. Additionally, IMG developed a series of Strategic Initiatives guidelines and templates that allow MWAA’s departments and divisions set their own individual action plans linked to the Authority’s overall mission statement and performance goals.

Value Created: IMG’s performance dashboard, strategic initiatives and action plans allow MWAA, its departments and divisions to track their performance and compliance with the Authority’s Mission Statement and goals, as well as identify areas for re-thinking its business plan.