Provided business consulting expertise in a review of activity in the customer services department of this UK based business telecoms service provider in order to identify opportunities to improve performance and service.

Study of passenger screening processes and identification of opportunities to reduce queues and increase throughput using existing facilities, equipment and resources.

Our consultants led a programme to identify the cause of baggage hall congestion at a Gatwick Airport terminal and propose a set of actions and methods to optimise the operation. Recommendations included improvements in ULD logistics, alternative facility allocation methods and integrated check-in and baggage production facilities planning.

For 6 months, an o&i consultant performed the role of interim performance improvement manager for BAA at Heathrow's Terminal 3, focussing on the passenger security screening operation. The role involved baseline measurement of existing processes, followed by development and trialling of new processes and operational layouts designed to improve throughput rates and customer service, whilst maintaining high levels of security compliance. An important part of this work has been improving supervision and performance management in the area by introducing appropriate performance metrics, coaching supervisors to manage production and process, and establishing robust supervisory routines.

In preparation for the opening of the new Terminal 3 at Sheremetyevo Airport in Moscow, o&i consulting provided baggage system and ramp expertise to an IATA led team that was tasked with providing a second opinion on the operational readiness of the new facility.

London City Airport Management wished to assess all core aspects of the arrivals process from arrival of the aircraft to completion of baggage reclaim, including immigration, disembarkation space, queuing and waiting areas. Its objective was to understand the operational and infrastructure requirements to achieve a ten minute plane to kerb standard for all arriving passengers.

Cargo process advice and development of a rostering methodology to enable the client to make short and long term productivity improvements at selected US stations.