Britannia Airways wished to reduce operating costs and achieve early aircraft return. In order to identify major productivity improvement opportunities for ‘A’ checks at its main UK station, members of our team conducted a series of surveys. Over a number of nights, they recorded and measured each activity within the check process, and conducted interviews with key stakeholders. Opportunities were identified to make improved use of available time and resources.

o&i consultants surveyed and observed the use of trailers and cages employed for moving parcels in Citylink’s overnight truck network. This included assessing volumes, nature of parcels and segregations alongside suitability of location to equipment types. The ultimate use of the data was to determine where there were opportunities to realise network integration benefits.

DHL wished to make ‘quick wins’ improvements and costs savings at a number of its European stations. Members of our team assessed 10 DHL European hub facilities, applying time study, observation and interview techniques. Through our analysis, we identified service, process and operations cost improvements; the recommended solutions differed by hub.

DPD was undertaking a programme to increase productivity, improve resource planning and reduce operating costs. In order to identify where the major opportunities were, o&i consultants studied various areas of DPD’s operations. We measured sort and load, collection and delivery, and unload activities and each individual task that made up these activities to establish production rates and where time is lost.

In order to enable passengers to pre-clear US Immigration, Customs and Agricultural inspection at Dublin Airport changes would be required to current processes. o&i consultants surveyed and reviewed the existing check-in process undertaken by all scheduled carriers that operate flights to the United States. The purpose was to determine how future baggage image and weight processes could potentially impact the check-in process and inform the preferred/selected design solution. We recorded end-to-end check-in processes and transaction times.

In order to ensure that its check-in data was current given changes in passenger check-in modes, Gatwick Airport wished to survey passenger arrival profiles and check-in transaction rates. During the course of two weeks, the volume of passengers observed by our survey team during the arrival profile surveys was 47,332; and the passenger volume observed during the transaction rate surveys was 7,815.

Prior to the introduction of new elements of the CAA Service Quality Rebate regime, GAL wished to survey current demand and queue time performance. The aim was to understand current performance and the changes that would be necessary to achieve various queue performance standards at these screening facilities in the future. An interview-based survey was completed over a 12 day period and obtained 72,997 responses

Goods access to a large railway station in London will change during a period of construction. o&i consulting surveyed the current pattern of demand for goods in and waste out in order to help its client manage the changes and to continue to facilitate retail and station business during construction. o&i consulting conducted three 24 hour surveys to measure vehicle deliveries / collections at the station and goods / waste movements within the station. o&i consulting then used the results from the survey to develop a Goods Management Plan for the station for the construction period

In order to understand the process improvement opportunities, members of our team surveyed domestic and international outbound and transfer passenger screening search operations at Sydney Airport. We measured all elements of the process including passenger and item demand, production rates, search frequency and durations, and failure rates.