To ensure project success, the following challenges needed to be considered and resolved:

• High staff turnover

• Staff not in the right place at the right time

• No standard operating procedures in place (SOP)

• No aide memoirs or user friendly guides in use

• No auditable training process

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Result used a variety of complimentary tools to tackle the business challenges head-on:

• Root cause analysis techniques were employed though a series of interactive meetings and workshops

• A review of the current staff scheduling was conducted to ensure that there were always the right level of resource available to cover the passenger demand

• Contingencies were also allocated to cover instances of sickness or absenteeism.

• Managers, supervisors and staff collaborated to create and write best practice standard operating procedures for each role and responsibility undertaken by the airport crew.

• Documents were then created to ensure that existing crew would align and adhere to the new working instructions, and a training process map was also created to ensure that new starters would also follow a defined and effective process as they started their new role within the team.

 

 

A full quota of staff was achieved after a successful recruitment drive. 

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Control and sustainability of the process continued by using the information within SOPs to provide guidance and confidence in each role.

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Audits were also introduced to ensure that the SOPs were still reflecting the best practice of each role, and that staff did not introduce any variability or work arounds into the new processes.

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Staff were very happy with the outcome of the project because they were all involved as part of the improvement journey – futureproofing the success of the teams effort