Date post: | 23-Aug-2014 |
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BeatriceBella Inda
JoyceNan
Southwest in Baltimore
Agenda• Background• Southwest Vs American Airline• The Importance of BWI • BWI’s Challenges • F110 Turnaround • Value Map of F110 • Key Customer Interface• Southwest Control Mechanisms • Recommendations
BackgroundOur Story and Position
• Founders: Rolling King and Herd Kelleher• Chief Competitions: Car and Bus• Commitment: Most inexpensive fare and most frequent flight
between urban markets separated by 500m or less
Strategy BenefitsTurn Aircraft Around Quickly at Gate
Minimize an airplane’s time on Ground
One Operating Platform --the Boeing 737
Increase efficiency (crews, furnishing, etc.)
Use less-congested airports Avoid Disrupting flight operations and maximize plane in the air
Limited Services No in-flight mealNo transfer Baggage
Single class seating Increase Efficiency
BackgroundTo Reach Our Commitment
Employees Cross-Functional Accountability Functional AccountabilityManagers Focus on Learning Focus on Measurement
Supervision Small Spans of Control Large Span of ControlHiring Based on Teamwork Ability Based on Working Experience
Resolution Proactive Conflict Resolution Minimal Conflict Resolution
• More supervision • Less performance measurement
• Less supervision • More performance measurement
Southwest vs American Airline
• First East Coast gateway - Strategic location - in the center of East Coast
• After 7 years, share of Southwest’s passengers reached 34% higher than the perennial leader, US Airways
• One of Southwest’s mega station- Offered more than 100 flight departures per day
• One of Southwest’s biggest transfer station- More than 800,000 passengers made connection there
The importance of BWI
Growing number of connecting customers
Operational challenge
Facility constraint
Shortage of Employees
Any delay of flights could
result in holding the next flights which will
ripple throughout the
system
Bag sorting area had already
reached its capacity
New workers create
inexperienced workforce
BWI’s Challenges
Flight From To Scheduled Arriving Time
Actual Arriving Time
F110 Nashville Baltimore 8:15 8:55
Flight From To Scheduled Departing Time
Actual Departing Time
F110 Baltimore Manchester
8:55 9:10
6/33 make connection to Flight 232 (Buffalo) departing at 8:40(B15)
3/33 make connection to Flight 1819 (Albany) departing at 9:25(B13)
24/33 have enough time to make connection
Current Flight Situation
Flight Departure Process
Send out Allowed Fuel
Amount
Put back the CBLS
Ramp AgentB17
Clean Cabin
8:50 Make the Bags to
Manchester Ready
Dallas Office
Nashville Incomplete
Data of F110
Notice the Delay of
F110Decide to Hold F232
Ops Coordinat
or
F110Ops
AgentDoug
Ramp Superviso
r (B17, B19)
F110 Crews
7:30 7:45 8:45 9:03 9:12
F232 Ops Agent
8:55 9:05 9:15Get a call from
F110Assign B17 Gate
to F110Broadcast Crew
”Arriving Late”
F232 Depart
F232 Board
Passengers
F110 Arriv
e
Click Me to See Breakdown
Notify the Lost Three Luggage
Fuel InvoiceCargo Bin
Loading ScheduleAttach The FI
and CBLS on the Clip
Inform flight Crew
Transfer Gate
Deplane Finish
Start On - Boarding
Finish BoardingFarewell to Passengers
Pilot Calls Alice
Identify Hot
Bags
Take the CBLS
F110 Depart
• Report to Dallas
• Informed of the lost
Luggage in B17Decide to Hold
F232
Process
F110 Arrive
8:55
10 sec
Engine Off
75 sec
Set to Proper Position to
loadFuel Begin
90 sec
40 sec
First Hot Bag Out
1 min 20 sec
Disgorge the Packages
9 min 30 sec
Unloading Completed
Finish Uploading
30 sec 9:07
Ramp Agent Process Breakdown
Send out Allowed Fuel
Amount
Put back the CBLS
Ramp AgentB17
Clean Cabin
8:50 Make the Bags to
Manchester Ready
Dallas Office
Nashville Incomplete
Data of F110
Notice the Delay of
F110Ops
Coordinator
F110Ops
AgentDoug
Ramp Superviso
r (B17, B19)
F110 Crews
7:30 7:45 8:45 9:03 9:12
F232 Ops Agent
8:55 9:05 9:15Get a call from
F110Assign B17 Gate
to F110Broadcast Crew
”Arriving Late”
F232 Depart
F232 Board
Passengers
F110 Arriv
e
Click Me to See Breakdown
Notify the Lost Three Luggage
Fuel InvoiceCargo Bin
Loading ScheduleAttach The FI
and CBLS on the Clip
Inform flight Crew
Transfer Gate
Deplane Finish
Start On - Boarding
Finish BoardingFarewell to Passengers
Pilot Calls Alice
Identify Hot
Bags
Take the CBLS
F110 Depart
Decide to Hold F232
Process
• Report to Dallas
• Informed of the lost
Luggage in B17
Clean Cabin
Send out Allowed Fuel
Amount
Put back the CBLS
Ramp AgentB17
8:50 Make the Bags to
Manchester Ready
Dallas Office
Nashville Incomplete
Data of F110
Notice the Delay of
F110Ops
Coordinator
F110Ops
AgentDoug
Ramp Superviso
r (B17, B19)
F110 Crews
7:30 7:45 8:45 9:03 9:12
F232 Ops Agent
8:55 9:05 9:15Get a call from
F110Assign B17 Gate
to F110Broadcast Crew
”Arriving Late”
F232 Depart
F232 Board
Passengers
F110 Arriv
e
Click Me to See Breakdown
Notify the Lost Three Luggage
Fuel Invoice Attach The FI and CBLS on the
Clip
Inform flight Crew
Transfer Gate
Deplane Finish
Start On - Boarding
Finish Boarding
Pilot Calls Alice
Identify Hot
Bags
Take the CBLS
F110 Depart
Farewell to Passengers
Cargo Bin Loading
Schedule
Decide to Hold F232
Process
• Report to Dallas
• Informed of the lost
Luggage in B17
Front End Back End System
OTIS & FIDS
On Flight 110 to Baltimore
Offer Customer Services
Get Notified about the delay
Arrive
Transfer/ Stay on F110
Manchester passengers onboard
Clean Cabinet& Assist onboard
Manchester Passengers take seats
Apologize for the delay
Fly to Manchester Offer Customer Services
Broadcast System
Value MapTurnaround F110
Flig
ht 1
10(In
boun
d)
Deplane passengers -Crew in place-Take care of
passengers with special needs
Passengers with special needs
All passengers
Meet and direct hot passengers Meet, greet & direct Hot Passengers
Confirm passengers with continual flight
stayed onboardCheck & Confirm, Fast Maintenance Passengers onboard
Key Customer-facing
activities Southwest Action
Positive Impact
Key Customer Interface
Flig
ht 2
32(To
Buff
alo)
Onboard Regular Passengers
Complete onboarding before
F110 arrived
Regular Passengers
Hot Passengers
Onboard Hot Passengers
Supervisor lead Hot Passenger to F232 Hot Passengers
Key Customer-Facing
Activities Southwest Action
Positive Impact
Key Customer Interface
Flig
ht 1
10(in
boun
d)
Issue boarding passes
Complete before F110 arrived All passengers
Board Passengers Group & Greet & Board All passengers
Onboard Hot passengers
Assist hot passengers &
Apologize All passengers
Key Customer-facing
activities Southwest Action
Positive Impact
Key Customer Interface
Strength Weakness
Achieve control without compromising coordination
Good performance is not easily defined
Reduce unproductive blaming Employees are not easily evaluated and motivated
High level of trust Vulnerable to the loss of trust
Richer communication & flow of information across all levels
Hiring & training process is more complicated and time-consuming
Southwest Control Mechanisms
Futu
re F
110
Sit
uati
on
Conduct Financial Projection
Hold the plan
Don’t hold the plane
Transfer to other airlines
Provide accommodation for
overnight stay
• A more comprehensive plane-holding decision making process
Recommendation 1
*Require form an alliance with other
airlines
• Operation Agent delegates Cargo process responsibility to Ramp Supervisor Recommendation 2
Ope
rati
on
Agen
t
Other responsibilities
Cargo Chart Ramp Agent Less Mishandled Luggage
Ramp Supervisor
• More efficient Mentor & Training Program for new employees
BWI New Employees
Experienced Employees from Dallas
Relocate to BWI
Mentor new
employees
BWI New Employees
Dallas
1 month working/training
Recommendation 3
THANK YOU