Airport Business Continuity and Crisis Management Quiz

The stages of benchmarking process at airports include: planning, collecting data and information, analyzing the data, adapting approaches, and reviewing performance and the study.

The objectives of a signage system at airports are to serve as an effective wayfinding tool, display airport and flight-related information, and show passengers where to go and how to get there.

The ASQ survey areas for airports include overall satisfaction, security, access, finding your way, check-in, passport/personal ID control, airport facilities, airport environment, and arrivals services.

<p>The business continuity process at airports includes project management, business impact analysis, gap analysis and strategy plan development, integration testing and maintenance.</p> Signup and view all the answers

<p>The objectives of the business continuity plan at airports are to document the recovery organization, individual and functional roles and responsibilities, and resources required to minimize disruptions, as well as to detail procedures for testing, maintenance, and planning standards. Operational assumptions define the scope, breadth, duration, and complexity of the plan.</p> Signup and view all the answers

<p>Commercial facilities at airports include food and beverage outlets, convenience stores, foreign currency exchange, passenger meeting services, hotel reservations counters, and car rental agencies.</p> Signup and view all the answers

<p>The position and floor level of shops in relation to passenger flows significantly impact purchase rates, with the best locations being directly in the passenger flow and as close as possible to departure gates.</p> Signup and view all the answers

<p>Potential feelings of unfairness if passengers waiting in other lines advance faster.</p> Signup and view all the answers

<p>Disney queues make passengers move forward continuously and do not create feelings of unfairness.</p> Signup and view all the answers

<p>More control is needed to maintain order and direct passengers to available counters.</p> Signup and view all the answers

<p>The TMC oversees daily terminal operations in the passenger terminals and ensures smooth operations at all times.</p> Signup and view all the answers

<p>Duty Terminal Managers (DTMs) are the first on site to attend to the situation.</p> Signup and view all the answers

<p>The AOC oversees airport-wide operations and facilitates interaction and coordination of actions among airport agencies.</p> Signup and view all the answers

<p>Changi Airport Group (CAG), Airport Police Division (APD), SATS, SIA Engineering Company, Certis Cisco Aviation Security.</p> Signup and view all the answers

<p>Business Impact Analysis (BIA)</p> Signup and view all the answers

<p>How long a function can be down before negative consequences, measured in minutes, hours, days, or weeks based on criticality</p> Signup and view all the answers

<p>The time a function can continue without supporting data before productivity is impacted</p> Signup and view all the answers

<p>To compare required functions with available resources and address disparities in the business continuity strategy</p> Signup and view all the answers

<p>To ensure the plan's effectiveness through structured walk-throughs, component testing, and full operations tests</p> Signup and view all the answers

<p>They play critical roles both on and off the site in ensuring the airport's continuity and crisis management</p> Signup and view all the answers

<p>Emphasize speed of response, accept responsibility, provide appropriate messaging, and understand various audiences</p> Signup and view all the answers

<p>Front-line employees should be briefed on what they can say in response to questions about the situation from customers or members of the public, who may decide to share what they are told via social media.</p> Signup and view all the answers

<p>Marketing and advertising campaigns should be reviewed to check that they do not contain inappropriate messaging or images, such as a promotional campaign featuring an aircraft type or a route which has just been involved in an accident.</p> Signup and view all the answers

<p>One of the key objectives for any organization in a crisis must be to establish and maintain credibility, which ultimately depends on the audience’s perception of the honesty and sincerity of the statements made.</p> Signup and view all the answers

<p>Companies which fail to express regret or sympathy for those affected can expect to be severely criticized, particularly if there has been loss of life or serious injuries. Their relationships and standing within the local community may also be damaged.</p> Signup and view all the answers

<p>A carefully-worded expression of regret, which does not specifically admit liability or blame, can play a critical role in establishing a positive view of the company involved, and will ease the recovery of its business.</p> Signup and view all the answers

<p>Parties must coordinate release of information to ensure basic facts are consistent and minimize perception of “finger-pointing”.</p> Signup and view all the answers

<p>The behavior of individual airlines, manufacturers, service providers, or regulators can damage public confidence in the aviation industry if they appear to be trying to protect their own reputation by deflecting blame or 'pointing the finger' at someone else.</p> Signup and view all the answers

<p>Safety should not be a competitive issue during a crisis in the aviation industry.</p> Signup and view all the answers

<p>The audience’s perception of the honesty and sincerity of the statements made is the primary factor in maintaining credibility during a crisis.</p> Signup and view all the answers