An extreme focus on reducing time to impact and on involving key stakeholders.
A commitment to improving the customer experience.
The big why
SAS Ground Handling has already created significant impact by reducing the number of delayed transfer bags from 20 per 1,000 in 2014 to 12 per 1,000 in 2016. In order to further improve customer satisfaction, SAS Ground Handling aimed to achieve a ratio of 8 per 1,000 bags. With the decreasing prices of commercial air traffic, resulting in a boom of passengers, SAS Ground Handling faced issues of capacity limitations due to the infrastructure of Copenhagen Airport. In addition, SAS Ground Handling was challenged by deviations from standard procedures, caused by irregularities such as faulty equipment, lack of equipment and resource volatility. In order to achieve the objective, SAS Ground Handling had to re-think its current operations, and find improvements in its already established and improved processes.
The target for 2017 was to reduce the number of delayed transfer bags even more to 8 per 1,000, which was to be achieved using the Half Double methodology. A further reason for using the methodology was that the target had to be achieved fast, before peak season start in June.