December Presentation (Non-Confidential)
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Transcript of December Presentation (Non-Confidential)
Phoenix Sky Harbor
Process Implementation StrategyPhoenix Sky Harbor 2017
Process Implementation Strategy
Terminal 3 Machine Location Ideas
• North curb currently has no machine
• Traffic on south curb runs east-west, making southwest corner prime location
• Traffic on north curb runs west-east, making northwest corner prime location
Terminal 4 Machine Location Ideas
• Traffic on south curb runs east-west, making southeast corner prime location
• Unit 4-10 is our #3 selling unit, located next to door 26
Safety Implementation
• Employees working curbside at terminal 4 after dark MUST wear the proper safety vest for visibility
• Employees wearing a sweatshirt or hoodie over their uniform MUST wear proper safety vest for visibility
• Employees are not authorized to wear any type of device that impairs hearing while on duty
Break-Scheduling Process
• Each employee will have an assigned 30min lunch time
• Terminal 4 will have at least one cart attendant at all times between 6:30AM and 11:30PM
• Employees will be expected to swipe Gold Card at assigned station at beginning and ending of break
• 40 minutes will be given to account for travel to and from assigned station
Unit 4-07 Solution
• Unit 4-07 sells 24.5 carts daily on average, but holds only 8 carts
• Extend railing to “Early Bag Check” sign, allowing for 4 more carts
• Place a second machine on opposite wall
Tardiness Monitoring Process
• Employees will swipe Gold Card at assigned station within 10 minutes of clocking in
• Manager on duty will check online swipe records twice daily, at 6:40AM and again at 3:10PM
• Tardy employees will receive disciplinary action
Removal of Excess T2 Carts• Machine units 2.01,
2.02, 2.04, 2.06 need cart rails shortened to meet demand needs
• All four units hold 24 carts
• Units 2.03 and 2.06 average ~4 carts sold daily
• Excess carts will be added to the FIS area to total 400
• Shortened rails will eliminate tripping hazard that would occur from just removing carts alone
Unpaid Time Off Strategy
• Employees requesting multiple days off in a row of unpaid time off will be expected to do so 2 weeks in advance
• Unfilled shifts will be written above timeclock for part-time employees
Re-Allocation of FIS Carts
• FIS currently holds an average of 260 carts
• Re-Allocating carts to meet contractual expectations for 400 carts
• Maintain an additional 120 carts in the loading dock at all times
• Have a line in loading bay representing the 120 cart mark for easy inspection
Employee Call-Out Process
• Employees are expected to call-out at least 2 hours prior to beginning of shift
• Employees calling out with proper notice will be documented, but will not receive disciplinary action
• An employee can only call out from an assigned shift by calling the customer service phone and leaving a voicemail
Cart Attendant Communication Strategy
• On the first Thursday of each month, a meeting will be held from 2:30PM-3:00PM
• Reveal the winner of the “caught doing good” award
• Anonymously survey employees quarterly for suggestions
• Roll out new processes and inform of changes in company or airport policy
• Introduce new employees and announce promotions
Mid-Level Management Communication Strategy
• Re-organized office and computer files as a team to ensure for proper documentation
• Utilize dry-erase board in office to leave notes regarding airport operations and to-do list items
• Weekly manager meeting with all three managers in attendance
• Maintain availability by text even on days off
• Schedule overlapping management shifts to ensure proper shift change
Upper-Level Management Communication Strategy
• Maintain near-100% availability by cell phone during airport staffing hours (7AM-10PM)
• Monthly meeting notes from employee meeting will be forwarded each month
• Quarterly in-person process update presentation demonstrating upcoming changes
Airport Officials Communication Strategy
• Attend the monthly Phoenix City Counsel Airport meeting held on the first Wednesday of each month
• When doing maintenance on units 4-01, 4-02, 4-05, and 4-06, communicate with the airline officials located at desks to uncover further machine issues
Machine Maintenance Assessment Strategy
• Machine maintenance will all be logged on a Microsoft Excel document
• Maintenance cost, as well as labor repair time, will both be recorded as data tools for further assessment
Machine and Cart Appearance Strategy
• Outside machine units will be washed once weekly
• Employees informed held accountable for trash on machines and in carts
• Inside machine units will be washed once monthly
• A full and complete record of the machine cleaning schedule will be included in the machine maintenance log, including cleaning costs
Terminal 4 Baggage Claim Strategy
• Schedule employee specifically for terminal 4 baggage claim
• Employee must carry cell phone and be fluent in English
• Scheduled only for busiest time of day, from 1PM-9:30PM
• After departure, terminal 4 employee will resume coverage of baggage claim for remainder of night
Customer Service Data Strategy
• Upon conclusion of a CSR phone call, manager will document the nature of the call and the machine it was regarding
• Information will be recorded in Microsoft Excel sheet for further analysis
Overnight Cart Strategy
• Currently, employees scheduled from 6:30AM-11:30PM
• Employee will spend first hour clearing all of terminal 4, moving to required station at 6:30AM
• 30+ carts curbside by 6:00AM each morning
• One employee will now work 5:30AM-2PM each day and will be in charge of cleaning terminal 4 upon arrival