Company Description

Zurich Airport AG (FZAG) is the owner and operator of Zurich Airport, along with several other airports abroad. Known for its commitment to providing world-class airport operations, FZAG focuses on seamlessly integrating advanced technological solutions to enhance efficiency and customer satisfaction.

Problem Statement

FZAG planned to optimize technical configurations for logistics operations at Zurich Airport. These optimization requests often manifested as support tickets that needed timely resolution to ensure smooth operations. The need for technical advice and specific configurations was critical to address and resolve these logistics issues efficiently, ensuring that airport operations were not disrupted.

Solution That Was Implemented

To tackle these logistics challenges, a comprehensive support system was implemented, focusing primarily on the Material Management (MM) module of SAP. The solution involved the following key actions:

1. Technical Advice: Providing expert technical advice on various logistics issues as they arose. This included troubleshooting problems, optimizing processes, and ensuring that the logistics systems were functioning effectively.
2. Configuration Support: Implementing specific configurations to address particular logistics needs. Notably, this included the setup of the sky train system at Zurich Airport, ensuring its seamless integration and operation within the existing logistics framework.
3. Support Tickets: Handling and resolving small support tickets efficiently, ensuring that minor issues did not escalate into significant problems. This proactive approach helped maintain the overall efficiency of logistics operations.

Value Added

The implementation of these solutions provided substantial value to FZAG by ensuring the timely resolution of logistics problems and maintaining high levels of operational efficiency. Key benefits included:

• Timely Problem Resolution: The dedicated support system ensured that logistics issues were addressed promptly, minimizing disruptions to airport operations and maintaining a smooth flow of activities.
• Enhanced Response Time: By providing rapid technical advice and configuration support, the response time for resolving issues was significantly improved. This acted as a form of operational insurance, guaranteeing that logistics processes continued seamlessly.
• Operational Efficiency: The proactive handling of small support tickets and the efficient setup of crucial systems like the sky train contributed to the overall operational efficiency of Zurich Airport. This allowed FZAG to focus on its core mission of providing world-class airport operations.

In conclusion, FZAG's approach to supporting its logistics operations through targeted technical advice and specific configurations has been crucial in maintaining efficient airport operations. By focusing on the Material Management (MM) module and ensuring timely support for logistics issues, FZAG has reinforced its commitment to operational excellence and customer satisfaction. This case study highlights the importance of strategic support systems in managing complex logistics operations in a major international airport.