UK Airport – Process Development

Brief

Rigby Morrison was commissioned to develop operational processes for a hard services contract for a UK leading facilities management provider. The contract covered hard services both land-side and air-side, with 6 engineers, 2 supervisors, and 1 contract manager covering a 24/7 shift pattern.

Solution

Rigby Morrison worked initially on reviewing the current process documents and associated procedures to access against required practices, schedules, and efficient actions. From finding that current processes were not reflective of required actions, written by the previous hard services provider, and in some cases not relevant to the site, a full re-write of the processes was required.

Over the next 3 months, Rigby Morrison worked with the hard services provider to understand exactly how each task was managed from triage through to completion. From this, and the multiple number of operational variations, a complete set of processes were developed to meet the needs of the contract.

Results

The hard services operational team received a complete set of operational processes that, when followed, delivers contractually and efficiently. 

Feedback

The hard services provider was delighted to have efficient operational processes that their team can follow through to task completion, each and every time.