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