Result’s analysis skills provide key information for a major hub airport.
One of Heathrow Airport Limited (HAL) major functions is a “hub” airport, providing a central base where passengers can travel from long haul destinations to Europe. This places large demands on HAL’s operations and infrastructure to connect baggage from arriving to departing aircraft, between the 5 terminals and within relatively short timescales.
Result was tasked with defining and prioritising the issues affecting misconnected bags. The challenges which faced the team were; to quickly learn the intricacies of Heathrow’s baggage operations, locate the weak-points in the process leading to misconnects, and propose effective countermeasures.
The Resultancy Approach
Several projects were carefully selected in conjunction with the client, and progressed by following Define, Measure and Analyse phases (DMA) to identify potential process root causes.
Evaluated baggage performance
Result initially used the system generated data to determine the top contributing failure codes for misconnect bags in each terminal.
Mapped the process
Result created value stream maps for the end to end baggage journeys between the terminals. This identified areas where valuable time was being lost.
Undertook root cause analysis
Further studies were conducted in the problematic areas by manually collecting data and observing processes to confirm actual root causes and areas for improvement.
A range of solutions were generated, from I.T. system fixes, operational procedure changes, to infrastructure enhancements. The solutions were scrutinised from a cost-benefit perspective, and in some cases operational trials were conducted to determine the most appropriate solutions.
- Process root causes were identified and confirmed which enables the client to confidentially understand the main problem areas.
- Quick-win solutions were implemented e.g. I.T. system fixes and a ‘rush bag’ operational process.
- Medium and long term solutions were generated with cost-benefit analysis, allowing the client to make informed decisions regarding the most appropriate solutions to progress.
“….Given the focus I have had to give on other work and our operation during the recent weeks Willem (Result Team Member) has been instrumental in ensuring we are kept up to date, helping drive forward CI and utilising LEAN and Six Sigma methodologies. I just wanted to take a few moments to recognise Willem’s skill set, knowledge and excellent data analysis work that has helped us greatly arrive at the position we have and hopefully embrace the recommendations going forward.”
– Dave Reed, British Airways Heathrow Operations Manager