Process Improvement Strategies for Improved Quality and Efficiency
Client:
Passenger Airline
Mission:
Reduction of injuries to customer service representatives at the ticket counter where passengers hand over baggage to be checked on board the aircraft.
Strategies:
- Operations were closely observed during multiple shifts, days of the week, etc.
- Current ergonomic risks were assessed and prioritized through measurement of baggage weights, numbers of lifts, required positions during the lifting process, height of lifts, etc.
- Engineering and behavioral solutions were researched.
- Leaders and staff of affected departments, passengers, and affiliated stake holders such as the airport authorities were involved in problem identification, brainstorming possible solutions, and feasibility studies.
- A business case was prepared for engineering changes and the associated costs for fixing the problems, which demonstrated return on investment data.
- An orientation and training program for correct baggage handling procedures was created.
Results:
- Ticket counters were redesigned to incorporate digital scales, platform heights were lowered, and baggage transfer slides were installed. These measures resulted in an extreme reduction in the amount of force and awkward body positioning required to move baggage.
- In all facilities where these engineering controls and training strategies were implemented at the ticket counters, worker injuries attributed to baggage handling were virtually eliminated.
- Due to the reduced physical demands, individuals with medical restrictions for lifting were assigned to these work stations as temporary alternative job assignments during rehabilitation.
