CAMPUS SECURITY RESOURCE MANAGEMENT

Overview

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Heathrow’s Campus Security were operating with a set of rosters and facility opening times that were out of date and not aligned with business needs.  The rosters and opening times involved some fundamental challenges, they were not based on reliable demand data and not in-line with a 7 day flight schedule, there was a ‘constant crewing  profile’ throughout the day where-as the demand profile had a morning and evening peak, for some facilities staff were on-site and operational 15 minutes after the peak had started.

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Approach

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• Demand profile was determined from a thorough survey, and using the flight schedule.

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• Transaction and processing times at each individual facility were determined, and any recent process improvements incorporated.

• ​A review of the existing rosters highlighted significant ‘waste’ due to high staff absenteeism and inefficient staff deployment practises; improvements were made on both fronts and incorporated.

• Operational best practises e.g. staff on-site and operational 15 minutes prior to peak time were incorporated as parameters.

• A Microsoft excel model was created with 5 minute time intervals that listed where staff needed to be located. Findings and parameters were then used as inputs to the company-wide Resource Management System (RMS) for daily use.

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Outcome

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• Facilities were opened and operational at the right times i.e. prior to peak times which reduced wait (queue) times and therefore increased customer satisfaction.

• Staff utilisation increased which meant that more facilities could be opened at any given time which further reduced wait times and increased satisfaction.