Bristol Airport – Lean Operations Audit

Brief

Rigby Morrison was commissioned to conduct a Lean Operations Audit at Bristol Airport on behalf of ECG FS. ECG FS were new to the site and wanted to understand how efficient the hard services delivery was, and in which specific areas it could improve.

Solution

Rigby Morrison spent 3 days onsite gathering data through observation, discussion, and evidence finding. This data was used to audit the service operational efficiency to provide recommended improvements and best practices.

Results

The audit produced 38 recommended improvements and uncovered 12 best practice actions, achieving an overall score of 71% in an operational environment where Muda was prominent. Although all wastes were found in abundance, the most prominent was defects waste, thus services cannot be guaranteed to be delivered to the customer at the correct requirement, at the first attempt. To minimise this form of Muda, it was recommended that a pre-use check process is utilised and documented, an employee work quality recognition scheme is implemented, along with a Manager/Supervisor quality checking system. These checks recognise both good and bad service delivery, both of which contribute to improving and maintaining quality, and minimising defect waste.

Feedback

Due to the vast number of overall recommended improvements detailed in the audit report, the positive impact that a focus on Muda will have on the operation going forward is significant and was gratefully received by ECG FS’s senior and site management teams.

“I found the lean audit to be enlightening with a refreshing approach to streamlining my workflow. Operationally, this will provide a solid foundation from which to restart from, ensuring we have the most efficient processes in place. Rigby Morrison came across as a unique auditing function, highlighting the pitfalls/processes that are so commonplace in the FM industry. Also providing a professional perspective, Rigby Morrison essentially broke it down into its simplest form allowing the operation to be cost-effective and efficient.” 

Dominic Stenzel, ECG FS Contract Manager.