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