Baggage_Improvement_Program_(Bip)

JONES AIRWAYS Baggage Improvement Program (BIP) Content 1. Background and Scope of the project 2. Project Selection and Integration Management 2.1 Weighted Score Model 2.2 Project Charter 3. Scope Management - Scope Baseline 3.1 Stakeholder Analysis 3.2 Resource Required 3.3 Work Breakdown Structure 3.4 WBS Dictionary 4. Time and Cost Management - Gantt Chart 4.1 Resources required and the Resource costs 4.2 Deliverables 4.3 Milestones 4.4 Critical path of BIP 4.5 Estimate total cost of BIP 1. Background and Scope of the project Although airlines get baggage right 98% of the time, mishandled baggage costs the air transport industry US$3.8 billion every year. And according to the 2009 IATA CATS survey, on-time arrival of baggage is the second most important factor for passengers when it comes to travel. It also affects 42 million passengers annually and is the second most important factor in having a pleasant trip, according to the 2009 IATA CATS survey. According to the recommendation from IATA, it is suggested to simplify the business through the efforts on implementing the use of RFID in daily operation. As our airline’s objective is to increase customer loyalty, business image to the public and attract more potential customers, we are going to launch this Baggage Improvement Project to reduce the rate of mishandled baggage so that to provide the best services to our passengers with punctuality. Our target is to redesign the baggage handling process to ensure passengers can reunite with their baggage at their destination upon arrival with the most strict safety regulations. Besides, this project can help to lower the mishandled baggage costs for our airline. For the industry, average annual savings is between US$1 and US$1.9 billion. 2. Project Selection and Integration Management 2.1 Weighted Score Model [pic] By using the weighted score model for systematic project selection, we have consider 4 projects by different criteria. From the above figure, it can be easily observed that Project 3 have the highest Weighted Project Scores, so we will consider project 3 deeply before implementing it. The 2 criteria, supports key business objective and simplify the business are the 2 highest percentage of the weight as they are the most important factors to our airline in this project. Project 3 gains above 90 in both criteria, so that it is also the reason that our airline consider to implement it. 2.2 Project Charter The project charter shows the most important information of the project for the senior management of our airline. It includes the project start date and finish. Also, there are project objectives which mention the aims of our project such as reduce operational cost in mishandled bag, increase customer loyalty, increase public image and reputation. Besides, our project charter also shows that different approaches help us to reach the project such as how to collect information, budgeting, how to train the staffs and communication between different departments to exchange useful information. The project process start point and stop point are decided at 2nd January, 2009 and 30th November, 2009 respectively. Moreover, it also shows the roles and responsibilities of different staff and the comments from senior management. 3. Scope Management - Scope Baseline 3.1 Stakeholder Analysis [pic] The above figure is the Key Stakeholder Analysis for BIP. There are 7 stakeholders in total which include passengers, security (AVESCO), airline, RFID Company, airport, baggage handling company and IATA. By observing this table, we can clearly see that different organization/groups have different roles on project, unique facts, level of interest and influence and how to manage the relationships between us and them. It is obviously that most of the stakeholders have high level of interest in the project because BIP can bring benefits to them respectively except the baggage handling company as the project will increase their workload. 3.2 Resource Required |Role | |President |Duty Manager of BIP | |Vice President |Manager of Baggage Handling Department | |Chief Executive Officer (CEO) |Director Information Management | |Chief Operating Officer (COO) |Office Manager | |Project Manager of BIP |Director of Corporate Development | |Duty Manager of BIP |Finance Director | 3.3 Work Breakdown Structure The boxes which have red colour above in the Work Breakdown Structure contain critical path. 3.4 WBS Dictionary A Analyze Data After collecting data from the research, we analyze the data pattern or trend and then covert them into useful information which is essential in our project management. If we do not analyze the data and convert them into information, those data is meaningless and useless at all. Analyze feedback Feedback should be collected from the customers and analyzed appropriately. The feedback analysis can act as a guideline for us to recognize the current problems of the project and overcome by any correct actions. Besides, we can make use the analysis result to be the reference for the future improvement. Arrange committee meeting rooms Committee rooms should be well prepared and arranged in advance so that committees can have a comfortable and silent place to hold the meetings. Arrange necessary equipment Arrange the equipment which will be used in the meeting, such as stationary, projector, notebook, computer, etc. During the meeting, equipments are necessarily needed to enhance the effectiveness and efficiency of the meeting flow. Arranging insufficient or improper equipments may slow down the meeting flow which is time-consuming for all committees. Agenda done Finish printing of the agenda. B Book conference centre Book the conference centre for the place to have meeting. Book keynote speaker Book the keynote speaker which need to use in the meeting. Brainstorming session There is a brainstorming session for the members who join the meeting. The aim of this brainstorming session is mainly for the members to innovate any creative ideas for the project. Budgeting Budgeting is important for every business. As we know, lack of budgeting or inappropriate budgeting may cause failure to the business. Thus, we must estimate the budget of the Baggage Improvement Program (BIP) accurately. Except for the budget estimation, it is need to minimize the cost simultaneously in order to avoid any significant deficit or loss. C Communication Different stakeholders or involved parties should communicate with each other periodically. It is because they have to exchange and update the information. Effective communication can improve the project efficiency. The stakeholders and parties include the representatives of IATA, RFID Company, baggage handling company, airport, AVESCO and so on. Confirm the project Once we analyze the data, hold the conference meeting with IATA and communicate with involved parties, and the project is approved by the IATA. The project is confirmed and can start to develop the program and the implementation. Create agenda Create the agenda for meeting. Customer reaction tests In order to get success in the project, test is always required before implementation. To start with, we must set the criteria of the test. Then we can ask customers to have a trial and realize their reactions. After recognizing and analyzing the customers’ reactions, we can adjust the project based on the test result. D Development Develop the Baggage Improvement Program. For the baggage handling process, it is necessary to identifying the baggage issues and provides effective actions or solutions to solve the issues. Also, share the idea to the current staffs, to spread out the main idea to the staff so that to have a better operation. I Identify main baggage issues Define the main baggage issues and the problems that our staffs always meet by interview the front line staffs and the customers to get the opinions. Then the main problems and the main reasons of mishandling can be identified. So that, the actual needs and the solutions of mishandling baggage for the planning and execution of a wide range of strategies to meet specific BIP objectives. Internet survey Take the survey through internet. Set up the survey in the company’s official website. Any netizen, potential customers and current customers can access the survey. The satisfaction level of baggage handling and their opinions can be collected through the world wide internet system. The survey will also be added as one part of the current web check-in system which can ensure the sample of the population is our customers who will be served or has been served by our current baggage handling process. Interview customers To get opinions from our current customers by face to face interview and interview by deliver the questionnaire during the flight. Part time Interviewers will be assigned to interview customers at the baggage reception hall at the arrival level at HKIA for the face to face interview. During the time that they are waiting for their baggage, it is a high time to interview our customers about how do they feel about the baggage handling methods as they see when they check in their bag and get back their bag. The questionnaire will be delivered by the cabin crew during the flight. Customers can write down their opinions and what mishandle baggage problems that the always meet even their suggestions to improve the baggage handling methods. The questionnaire will be collected by the cabin crew and sent to the administrative office. Investment Invest money and assets into the Baggage Improvement Program from the beginning to the end of the project. The Investment is base on the budgeting of cash outflows from the financial Department to investing in all necessary part. Both tangible and intangible assets will be invested. For the tangible assets, such as the initial investment to purchase assets, baggage tag printing machineries, baggage screening equipments, RFID baggage tags and other product. For the intangible assets, such as patents of RFID, software, technology will be invested. Also, the necessary expenditure such as the operating cost, labour cost, materials cost, project management expenses also will be considered. Identify scenario solutions Solutions will be identified to cope with the current issues of the baggage handling process. M Market Research Research for the market to let our airline knows what customers’ need and what they want us to improve in this baggage handling program. Use different methods in research such as survey and questionnaire to obtain customer’s opinion and ideas to take continuous improvement in building a better baggage handling system. Meeting completed Completion of all meeting with the stakeholders, so that our airline can share information with each stakeholders and keep informed for daily operations or further improvement actions during the period of the project. Information exchange can bring advantages to both our airline and to all the relevant stakeholders. Meeting details The details of different meeting with different stakeholders which means there are different concern between our airlines with the stakeholders respectively. So, suitable details to each of them should be clarified clearly for the meeting to use. Meeting with airport The meeting which we communicate with airport, HKIA to concern on how could we cooperate our daily operations with the HKIA to provide better baggage handling services to the customers. Meeting with all key coordinator The meeting which we communicate with all key coordinator is to obtain information. Information exchange can help our airline to provide the baggage handling services more efficient and fewer mistakes. Meeting with AVESCO The meeting which we communicate with AVESCO is to obtain information on how the security problem is going on. This can help to find out whether the Baggage Improvement Program will bring to any problems or benefits to security department or not. Meeting with baggage handling company It’s the meeting which we communicate with baggage handling company. This meeting let our airline know if the daily operation of baggage is normally run or not and check out whether any other improvement action or modification is needed. Meeting with IATA The meeting that we communicate with IATA is used to get the main idea and standards about the Baggage Improvement Program and we can obtain the newest statistic from IATA and learn the newest technologies for BIP. The main objective of the meeting is the get approval to ascertain the Baggage Improvement program. Meeting with RFID company This is the meeting which we communicate with RFID company that let us to get help from the technologies of RFID to provide more efficient and effective services. Besides, meeting with RFID company can let us know about the newest technologies which can be used in RFID so that we can implement in the daily operation. O Obtained results During implement the Baggage Improvement Program. Results will be obtained from daily operation. The results may include effectiveness and efficiency of the BIP, problems when running the hardware, software and the systems. All the results no matter good or bad, also should be recorded as reference for improve the system or to evaluate the program. Other research Other research is the research apart from the customers’ opinions. Other research which can be collecting all related information related to the project, such as patent search. P Patent search Patent searches are one of the most important activities which should do before filing a patent application. Patent search is a vital step performed during the invention stage. Since creating something novel is so important when regarding patents, it is need to first survey the marketplace as well as existing patents while creating the invention. Therefore, performing a patent search earlier on will ensure that the invention is novel and patentable. In Baggage Improvement Program, RIFD’s patent search and application must be done before the program implementation. Preliminary Planning Preliminary Planning helps to ensure that appropriate attention is devoted to important areas of the audit, that potential problems are identified and resolved on a timely basis and that the audit engagement is properly organized and managed in order to be performed in an effective and efficient manner. Adequate planning also assists in the proper assignment of work to be done and facilitates the direction and execution and the review of their work, and assists, where applicable, in coordination of work done by auditors of components, experts and the current staff. Preliminary planning completed Preliminary planning completed and results in a details plan of the program. Print agenda Printout the agenda so that participant of the meeting can have a hard copy to know what is going on Produce & share results After review and evaluate of the project. It is necessary to provide and share the results of the implementation among different departments internal and different stakeholders external. All review and results and evaluation should be recorded as reference for the future improvement. Project close up Project completed and closed. Project Implementation Implement the Baggage Improvement Program. All plans will be executed in this task and start running as daily operations after different testing. Prototype It is used to set a criterion and pattern so that we can follow on a standard or a pattern to operate and lower the occurrence of mistakes. A prototype is an original type, form, or instance of something serving as a typical example, basis, or standard for other things of the same category. Also, it encourages active participation among users and producer and helps to refine the potential risks associated with the delivery of the system being developed. Provide a standardised approach Produce an approach which is standardised so that all our staffs can be easily follow and have a clearer view of what that are doing and what is the aim of our project. Standardised approaches can results in effective and efficiency in operation. Provide support tool Provide some supporting tools such as relevant hardware and software to let participant use in the meeting such as projectors, agenda or even software to help them for presentation while meeting is holding. Besides, support tool can also be the tools that used to support the daily operation of Baggage Handling system. R Refine, build beta version Learn from the past mistakes which recommend by the customers that participate in the testing so that we can refine our baggage handling system. It’s used to make improvement for a better service as to build a better beta version. Research complete This is the completion of research, opinions and suggestions can be obtained from customers which is really useful for our airline. The result and data which generate from the research are going to analyze so that we can know which part of the system need to improve. Review Examine and criticize the program by using the annalistic information which generated from the data that obtained from research so that to lower the occurrence of mistakes and mishandling. Thus, provide a more reliable and efficient system of baggage handling. Review achieved implementations Review achieved implementation so that our airline should continue to maintain the good service standard. If there are implementation which are not achieved, appropriate actions needed to be taken so that to make improvement to attain the higher standard which provide services that can increase customers’ loyalty. S Schedule conference date Schedule the date and time to have a conference. This must be approved and agree by all top management participant of the meeting to ensure they are available for the meeting. Share idea to staff When we finish the development of the system, it is need to share the idea to the operation staff, so that they will know their daily work may change. Spread out the main idea to the staff so that to have a better operation. And we can coordinate with the staff and plan a well training schedule to fit the operation staff. Share information Information exchange between departments internal Start to implement BIP The actual start and implement of Baggage Improvement Program. After the testing and the customer reaction survey, we already know the problem of the new system, after we fix it and build the beta version of the system. The BIP can be started. Supporting Provide some supports which is useful for the program. We can share information with other stakeholder, such as RFID Company, airport, IATA. Through the information sharing, we have more information of the problem that we faced in the development. More information can support our development of the system. We may have some tools for different task. Other stakeholder can share their professional opinion to us. T Test the system After the development of the new system and the technology support and tools, and the staff finish the training, it is ready to run the new system. Before that we actually put the system in use, we must ensure that the system can operate without any problem. Through the testing, we may find out some error or fault, it is important to fix it all before the system actually operates. Training staff Train the staff to let them become more skilful and attain a higher level in operation and provide better services to customers. To operate the new system, the staff may have some new knowledge and skill, to ensure the operation in a stable condition, the system user must be well trained, so that it can decrease the error from human factor. 4. Time and Cost Management - Gantt Chart 4.1 Resources required and the Resources cost 4.2 Deliverables 4.3 Milestones |Milestone |Date | |Preliminary planning complete |Mon 12/1/09 | |Research complete |Wed 11/3/09 | |Agenda done |Tue 4/8/09 | |Confirm the project |Tue 27/10/09 | |Meeting complete |Tue 13/4/10 | |Investment |Mon 3/5/10 | |Share idea to staff |Mon 3/5/10 | |Share information |Mon 14/6/10 | |Start to implement BIP |Thu 2/9/10 | |Project close up |Tue 23/11/10 | 4.4Critical path of BIP The below tasks is the critical path. • 4. Schedule conference date • 5. Book conference center • 6. Book keynote speaker • 12. Patent search • 14. Analyze Data • 16. Schedule conference date • 20. Create agenda • 21. Print agenda • 24. Meeting with IATA • 30. Meeting with all key coordinator • 32. Budgeting • 40. Training staff • 45. Customer reaction tests • 46. Refine, build beta version • 51. Review achieved implementations • 52. Analyze feedback • 53.Produce & share results 4.4Critical path of BIP (Contine) The tasks red in colour is the critical path. 4.5 Estimate total cost of BIP The Gantt Chart from the above which is used to reflect the WBS specified before. It can represent the whole project scope of the project. There are around 50 tasks needed to be undertaken. Besides, it also includes information that describes what resources are required in our project such as CEO, COO, duty manager, office manager etc. Deliverables, resource costs, milestones, critical path and estimated total cost are also mentioned respectively.