America West Airlines : America West Airlines : Staffing IssuesStaffing Issues

Presented ByPresented By

Derrick DavidDerrick David

Masafumi IshiiMasafumi Ishii

Project OutlineProject Outline

Introduction of the Ramp operation at PHX, America Introduction of the Ramp operation at PHX, America West’s major hub airportWest’s major hub airport

Identify problems that discovered through field experience Identify problems that discovered through field experience & given information& given information

Suggestion of possible solutions that enable to achieve the Suggestion of possible solutions that enable to achieve the task assignedtask assigned

Possible obstacles for those obstacles Possible obstacles for those obstacles

Company SponsorCompany Sponsor

Mr. Mike Garland Mr. Mike Garland

- - Senior Manager PHX Hub Fleet Senior Manager PHX Hub Fleet ServicesServices

Mike Garland

Daily Ramp OperationDaily Ramp Operation

6 areas (R1, R2, R3, R4, HA, BA)6 areas (R1, R2, R3, R4, HA, BA)

Ramp’s DefinedRamp’s Defined

Ramps One, Two and Three

Ramps DefinedRamps DefinedRamp 4, International, British Air, and Hawaiian

Agent AssignmentAgent Assignment

Every ramp workers bid their work schedule Every ramp workers bid their work schedule quarterly quarterly

Bids are awarded based on the employees Bids are awarded based on the employees seniorityseniority

Employees are assigned a work station (or gate) Employees are assigned a work station (or gate) on sign in.on sign in.

During times of difficulty, Ramp Managers can During times of difficulty, Ramp Managers can reassign employees based on need.reassign employees based on need.

Union contract states that every employee will Union contract states that every employee will have 30 minutes of uninterrupted break time have 30 minutes of uninterrupted break time during each shiftduring each shift

Aircraft OperationsAircraft Operations

Per HP OperationsPer HP Operations

– Minimum Turn Around Time Minimum Turn Around Time 35 min. – B737-200&-300, A319 35 min. – B737-200&-300, A319 40 min. – A 32040 min. – A 320 45 min. – B757-20045 min. – B757-200

– Minimum Turn CrewMinimum Turn Crew 2 persons - B737-200&-300, A319 & A3202 persons - B737-200&-300, A319 & A320 3 persons – B757-2003 persons – B757-200

Problems Associated with Current Problems Associated with Current Work ProcedureWork Procedure

Each ramp must be minimally staffed even if there Each ramp must be minimally staffed even if there is little flight activity from time to time.is little flight activity from time to time.

Difficult to move people from one ramp to another Difficult to move people from one ramp to another without holes in coverage.without holes in coverage.

Hard to effectively staff each gateHard to effectively staff each gate High ratio of full time workers vs. part time workers High ratio of full time workers vs. part time workers

(Ave. 4:1 (Ave. 4:1) → Inducing higher costs) → Inducing higher costs Strict limitation among workers due to labor unionStrict limitation among workers due to labor union Airport Operations looking to cut costs Airport Operations looking to cut costs

Possible SolutionsPossible Solutions

Elimination of Multi-Zone Bidding SystemElimination of Multi-Zone Bidding System

Development and use of Crew Tracking SystemDevelopment and use of Crew Tracking System

Using Rolling Employee SystemUsing Rolling Employee System

Define Elimination of Multi Zone BidDefine Elimination of Multi Zone Bid

As stated before, America West has 6 distinct As stated before, America West has 6 distinct bidding zones (Ramp only)bidding zones (Ramp only)

– R1 : Ramp One : ZAR1 : Ramp One : ZA– R2 : Ramp Two : ZBR2 : Ramp Two : ZB– R3 : Ramp Three : ZCR3 : Ramp Three : ZC– R4 : Ramp Four : ZDR4 : Ramp Four : ZD– BA : British Airways BA : British Airways – HA : Hawaiian AirlinesHA : Hawaiian Airlines

HA and BAHA and BA

The Hawaiian Air Flights 35 and 36 have a The Hawaiian Air Flights 35 and 36 have a dedicated team provided from America dedicated team provided from America West, which positions are bid out for 1 year.West, which positions are bid out for 1 year.

The British Airways Flights 288 and 289 also The British Airways Flights 288 and 289 also have a dedicated team provided from have a dedicated team provided from America West, bid out for 1 year.America West, bid out for 1 year.

So That Leaves 4 Ramps Right?So That Leaves 4 Ramps Right?

RightRight

This is where the Crew Tracking System This is where the Crew Tracking System comes in to play.comes in to play.

What Is Crew Tracking?What Is Crew Tracking?

Crew Tracking is a system that keeps track Crew Tracking is a system that keeps track of every agent working and effectively staffs of every agent working and effectively staffs each flight based on aircraft type and load.each flight based on aircraft type and load.

How does it work?How does it work?

Clock InClock In

– 1 Team Lead and Two/Three Agents Grouped Together 1 Team Lead and Two/Three Agents Grouped Together at Clock In. at Clock In.

..

Work Cont.Work Cont.

– Team Information is loaded in to a computer in Team Information is loaded in to a computer in “roster” format.“roster” format. Program tracks and automatically dispatches Program tracks and automatically dispatches

employees using current computer systems like employees using current computer systems like GateView and GateManager GateView and GateManager

– Programs like Sabre AirOps Ground Manager also offer Programs like Sabre AirOps Ground Manager also offer such support.such support.

– Program dispatches employees starting from Program dispatches employees starting from the top of the roster and working its way down.the top of the roster and working its way down.

Why Roster Format?Why Roster Format?

Assures that flight and work load is evenly Assures that flight and work load is evenly distributed among work force. distributed among work force.

Work, Cont.Work, Cont.

Operational Control, supervises the automatic Operational Control, supervises the automatic assignment of teams to flights and changes assignment of teams to flights and changes assignments based on current need.assignments based on current need.

Work Cont.Work Cont.

Team Works Assigned FlightTeam Works Assigned Flight

Work Cont.Work Cont.

When “Team” finishes flight, the team lead “clocks When “Team” finishes flight, the team lead “clocks out” the team from the flight on the computer.out” the team from the flight on the computer.

The computer puts them at the end of the “roster”The computer puts them at the end of the “roster”– Where they are assigned a new flight to work in the Where they are assigned a new flight to work in the

future. future. – Or they are assigned a “30 minute uninterrupted break Or they are assigned a “30 minute uninterrupted break

time” as provided in the union contracttime” as provided in the union contract

Work Cont.Work Cont.

At end of shift, team can be signed out of At end of shift, team can be signed out of the computer, and be removed from the the computer, and be removed from the roster.roster.

Or if one or two employees leave, team can Or if one or two employees leave, team can be assigned a new employee just starting be assigned a new employee just starting shift.shift.

Wait One Minute…Wait One Minute…

Didn’t America West try a system called Didn’t America West try a system called “Flight Following” a few years ago which “Flight Following” a few years ago which didn’t work?didn’t work?

– Yes, to both questions, but where “Flight Yes, to both questions, but where “Flight Following” failed, “Crew Tracking” will succeed.Following” failed, “Crew Tracking” will succeed.

Reviewing “Flight Following”Reviewing “Flight Following”

Flight Following was a similar system to Flight Following was a similar system to Crew Tracking, but Flight Following had one Crew Tracking, but Flight Following had one major flaw.major flaw.

– Once assigned, FF was difficult to change.Once assigned, FF was difficult to change.

Changes due to Irregular Ops, Heavy Loads, etc.Changes due to Irregular Ops, Heavy Loads, etc.

Reviewing “Flight Following”Reviewing “Flight Following”

Since “Crew Tracking” is fully interactive, Since “Crew Tracking” is fully interactive, Operations Mangers in the SOC can change Operations Mangers in the SOC can change assignments assignments

– ExampleExample Heavy load, 757, quick turn flightHeavy load, 757, quick turn flight

– Manager can assign two teams to one flight.Manager can assign two teams to one flight.

But what about the system now?But what about the system now?

While the current system allows for While the current system allows for managers to move based on need, they managers to move based on need, they need to constantly be in contact with other need to constantly be in contact with other managers to coordinate efforts and loads.managers to coordinate efforts and loads.

The new system only requires 1 managerThe new system only requires 1 manager

Ramp’s Defined ReviewRamp’s Defined Review

Ramps One, Two and Three

Ramps Defined ReviewRamps Defined ReviewRamp 4, International, British Air, and Hawaiian

Elimination of Multi-Zone BidElimination of Multi-Zone Bid

If the proposed system is implemented, If the proposed system is implemented, there would be no need to bid out multiple there would be no need to bid out multiple ramps.ramps.

Advantages : Multi-Zone BidAdvantages : Multi-Zone Bid

Simplifies bidding process without major Simplifies bidding process without major changechange

Provides for greater flexibility when Provides for greater flexibility when employees bidding for times rather than employees bidding for times rather than ramps.ramps.

Advantages : Crew TrackingAdvantages : Crew Tracking

Ensures that every employee is working and Ensures that every employee is working and working equal amountsworking equal amounts

Every employee is accounted forEvery employee is accounted for Avoids “minimum staffing issues” by only Avoids “minimum staffing issues” by only

having to staff one ramp.having to staff one ramp. Employees with a tendency to “disappear” Employees with a tendency to “disappear”

during shift are quickly identified reducing labor during shift are quickly identified reducing labor costcost

SYSTEM REMAINS FLEXABLE!SYSTEM REMAINS FLEXABLE!

What Is Minimum Staffing?What Is Minimum Staffing?

Ideally each gate would have a staff assigned to it.Ideally each gate would have a staff assigned to it.

Because this is not ideal, there are several people Because this is not ideal, there are several people assigned to each ramp, which the ramp manager assigned to each ramp, which the ramp manager places at his/her discretion.places at his/her discretion.

This means that when some ramps are This means that when some ramps are experiencing a heavy load, and others are not, experiencing a heavy load, and others are not, some flights are short staffed, while other rampers some flights are short staffed, while other rampers don’t currently have anything to do.don’t currently have anything to do.

Operational TestsOperational Tests

Taking survey from ramp agentsTaking survey from ramp agents– 35 Employees Randomly Surveyed35 Employees Randomly Surveyed

30 out of 35 would choose days and times on/off work rather 30 out of 35 would choose days and times on/off work rather than which specific ramp they would work.than which specific ramp they would work.

Operational TestsOperational TestsReview Airport Operations to gain a better Review Airport Operations to gain a better

understanding of how the America West functionsunderstanding of how the America West functions

Flight At Gate

Bags Being Unloaded and Loaded

More PicturesMore Pictures

Masafumi Lends a Hand

Pre Flight

…And gets a closer look

So How Does This Cut Costs?So How Does This Cut Costs?

If America West can staff its ramp more If America West can staff its ramp more efficiently, then it will require fewer efficiently, then it will require fewer employees to work the same number of employees to work the same number of flights.flights.

Rolling Employee SystemRolling Employee System

Also with greater efficiency, America West Also with greater efficiency, America West can expand its base of part-time employees.can expand its base of part-time employees.– Using the theory behind a rolling hub operation, Using the theory behind a rolling hub operation,

HP can do the same thing with employees. HP can do the same thing with employees. Employees constantly clocking in, employees Employees constantly clocking in, employees

constantly clocking out.constantly clocking out.

Advantages : Rolling Employee Advantages : Rolling Employee SystemSystem

Ensures that employees coming in are Ensures that employees coming in are fresher due to reduced workloadfresher due to reduced workload

Provides greater scheduling flexibility. Provides greater scheduling flexibility.

Costs…Costs…

Also with greater efficiency and using a Also with greater efficiency and using a rolling employee system, it is theorized that rolling employee system, it is theorized that employees will be more likely to stay on, employees will be more likely to stay on, reducing the turn over rate. reducing the turn over rate.

Current DisadvantagesCurrent Disadvantages

Union and Employees are currently very Union and Employees are currently very distrustful of any change to management or distrustful of any change to management or process status quo.process status quo.

– So a great deal of communication and caution So a great deal of communication and caution must be taken prior to the implementation of must be taken prior to the implementation of any of the above solutions. any of the above solutions.

Questions?Questions?HI !