Stakeholder-oriented performance measurement system framework for groundhandling

Due to various different factors, such as political-legal initiatives by the European Union, ever increasing number of passengers and air freight and the recent liberalisation of the ramp handling markets, the groundhandling companies are facing significant competitive pressures. Building on both a literature review on the performance measurement systems and empirical evidence gathered from a series of interviews and workshops with European ramp handling companies and stakeholders we constructed a stakeholder-oriented performance measurement system framework. Finally, we describe the implementation of the model in the case of a European technological research project performance measurement on the apron.