Case Study: Eurocontrol

Company Profile

Eurocontrol is the European Organisation for the Safety of Air Navigation. With 36 Member States, the organization’s primary objective was the development of a seamless, Pan-European Air Traffic Management (ATM) system. Achieving this objective was key to the present and future challenges facing the aviation community, namely to cope with the expected growth in air traffic, while maintaining a high level of safety, reducing costs, and respecting the environment.

eurocontrol_logo    CHALLENGE
     • Establishment of a Quality Management System to obtain ISO 9001 certification

    • Model 400 processes
    • Define a meta-model
    • Review of existing business processes
             • Communicate all processes via the web and Word documents each month

Central Flow Management Unit (CFMU)
To develop and maintain the highest level of quality of Air Traffic Flow and Capacity Management (ATFCM) service on behalf of users within the agreed ATFCM policy and principles.

Eurocontrol rapidly set-up a quality management system increasing the credibility of the CFMU to its stakeholders.Eurocontrol, the European Organization for the Safety of Air Navigation, needed to quickly set up a web-based, user-friendly quality management system that serves as a reference point to all CFMU staff and used as a basis for ISO 9001:2000 certification. Currently a new edition of the quality management system is released every month.


  • The Quality Management Systems needed to be set-up rapidly and used to obtain and maintain ISO 9001 certification to meet all user requirements


  • Casewise Modeler was used to model the 400 processes in CFMU
  • The meta-model was defined to identify ‘what’ to model
  • Automodeler imported process documentation and other data from legacy tools
  • Processes were reviewed during a series of workshops, content was updated content using Casewise Modeler
  • Links to existing procedures and documentation was maintained
  • Output to HTML and Word is updated on a monthly basis
  • Regularly Excel based reports are created to disseminate more frequent updates


  • Casewise Modeler increased credibility of the CFMU to its stakeholders
  • Casewise Modeler made effective process management possible
  • Casewise Modeler enabled the identification of bottlenecks
  • Processes are now considered a reference point for the organisation against which to audit
  • Steadily increasing use of models within the organization. This was due to the management system being constantly up to date with regular (monthly) new release of content

Why Casewise?

  • The ease with which the meta-model can be adapted
  • The user-friendliness of the modeler
  • The quality of the output of the publisher