Ever wondered how your baggage is transferred when it takes you 10 minutes to change planes; how your snacks are coordinated when planes are late; how they track down the real reason for delays and how overall performance is measured at an airport with over 1300 companies and service providers? Last Tuesday Gianna F. Monsch, Managing Director of Aerwise Consulting, presented the collaborative decision making tool used by Unique Airport to maximise efficiency every day and in every situation. Her speech took covered the passenger view as well as the hard-figure business of managaing performance of such a large number of independent service providers through an over-all balanced scorecard system. It was a fascinating presentation with a lot of questions which flowed into lively conversations at the tables during our buffet dinner.