Ground ops productivity improvement for a leading hospitality chain

• Client description: A leading hospitality chain 
• Opportunity: Client wanted to increase the productivity of its ground ops staff while also improving customer experience and wow. Additionally, client also wanted to implement process for measuring productivity KPIs.

• Focused on a time motion study framework to identify the gaps in current process. As part of this, we focused on understanding the day to day activities of ground ops
• Engaged with client's central team to understand the whole process of ground ops management, their activities and average amount of time spent by them on different activities
• Shadowed both most efficient and least efficient ground ops staff to understand the difference in workflow, time spent and operating style 
• Categorized and mapped ground personnel activities under three categories productive, non-productive essential and non-productive nonessential
• After, initial round of discussion with ground staff, five productivity levers were identified- customer wow, offloading of tasks, internal benchmarking, removal of tasks and tech interventions to reach the maximum span without compromising customer wow
• Discussion with the ops team and the tech team to figure out how tech can be used to maximize span, plug productivity gaps and customer wow
• Developed standardized procedures for workflow and developed specific KPIs and KRAs for ground ops
• Conducted a workshop with the ground personnel to explain standardized procedures and KRAs
• Developed a tech enabled solution to track staff productivity and ensure adherence with procedures

Key Insights / Outcomes

• In-depth process mapping by detailed discussions and shadowing ground ops 
• Developed a QR code scanning app to track productivity and KPI adherence of each ground staff