Chapter I

INTRODUCTION

Philippine Airlines, Asia’s first airline, was founded by a group led by Andres

Soriano, one of the country’s leading industrialists on February 25, 1941.With a small twin

engine Beech Model 18, flying 212 kilometers, it took to the skies on March 15, 1941 with a

daily flight between Manila and Baguio with a full load of five passengers. A second Beech

Model 18 came in April and the routes were eventually extended to six points. Philippine

Airlines’ 63-year tradition of warm Filipino hospitality to its customers has always been

coupled with a strong commitment to continuous improvement of its services and operations.

Thus began the airline’s multi-faced journey through Philippine history.

PAL continuously competes with other eminent airlines despite from the

inconsistency of revenues. In line with this, the company needs improvement in their

systems/operation specifically on the pre-flight activities.

One of the factors affecting the systems/operation of a flight is its ground time

standards. Ground time is the time between on blocks and off blocks; it is the established

time required to complete the servicing of an aircraft and handling of passenger traffic for a

particular flight. One of which is the pre-flight activity that includes: catering services, cabin

cleaning and cabin crew preparation. These activities need to improve for the company’s on-

time performance, aircraft’s reliability, aircraft’s utilization and increase in profit.

To support Philippine Airlines' thrust in the business, the researchers need to come up

with improved system that will address the problem of the company. During the months of

1

October 2004 to January 2005 the three critical preflight activities of the company were not

done properly and met on time with an average of 40 minutes for the A320 and 65 minutes

for the A340 aircraft, that suffer the quality of catering service, cabin cleaning and cabin

crew preparation resulting to customer dissatisfaction.

The objective of this study is to find out the possible irregularities in the workflow of

the ground time particularly the preflight activities in each aircraft type, which are

unsystematized work and no standard operating procedure. The authors set a standard

operating procedure to the workers, add worker, and as well as standard time. Thus, it will

eliminate the unnecessary/redundant things in the pre-flight activity. It will also provide or

enhance a system and procedures that will help the personnel in an easy way of doing their

task and also for the company to have a high–quality of system of ground times in every

preflight activity. With this, it will surely reduce the standard ground time particularly on the

pre-flight activities such as: catering services, cabin cleaning and cabin crew preparation of

each aircraft with their corresponding flight.

This study focuses only on the standard ground time specifically on the pre-flight

activities of aircrafts A340 and A320 with their designated flight/routes (Domestic to

Domestic, International to International, Domestic to International and International to

Domestic) at the NAIA terminal 2. It will start from the last passenger disembarkation up to

the go signal of the purser/cabin staff for the embarkation of the passengers in the aircraft.

Other aircraft types will not be given emphasis in this study.

2

Other pre-flight activities such as: ticketing, cargo loading/offloading, passenger

disembarkation/embarkation, and fueling are excluded in this study. The period covered by

the study limits from October 2004 to January 2005.

The authors were assigned to monitor the (critical path) pre-flight activities in the

business class and economy class for A320 and in the A340 business class and economy

class (forward and rear) sections of the aircraft for a Motion and Time study that would be a

very big help in analyzing the problem.

Assumptions were made to make the study more realistic and applicable. These

include: there are 3 turnaround flights in Domestic routes and 2 turnaround flights in

International; there are 20 cleaners, and 12 crews in an A340 aircraft, 10 cleaners and 6

crews in an A320 aircraft; the office of the Product Management is willing to listen to ideas

for the improvement of the system.

The significance for the company is that, the authors expect to reduce the standard

ground time on the said aircrafts.

Through this, it will efficiently provide them with a plan of action that will eventually

lessen/eliminate the unnecessary work and cost associated with the long ground time. With

regard to this, the company would be able to reduce operation cost, increase profit. This

would also result in the satisfaction of the customers that would benefit not only the company

but also its employees.

3

For the customers, this would be very helpful, because it will improve employee’s

productivity, ensure accountability, and determine staffing statistics.

The authors would benefit because it will give them the knowledge and exposure that

will help them realize the importance and function of an industrial engineer. It will also give

them the opportunity to apply the theories that were taught in the Institute. The training itself

served as a complete exposure to real world. It is an achievement because it enables the

authors to see the actual application of all the concepts, and principle that were taught in the

institute.

4

Chapter II

REVIEW OF RELATED LITERATURE

BLOCKS ON – time when the aircraft park at the terminal.

BLOCKS OFF – time when the aircraft depart the terminal.

GROUND TIME – the duration of an aircraft in a terminal or the interval between blocks

on and blocks off.

TURNAROUND FLIGHT- an aircraft that has another flight.

TURNAROUND ACTIVITIES- the activities associated with the handling of an aircraft

arriving under one flight number (terminating flight) and departing from the same operational

stand under a different flight number (originating flight).

PASSENGER DISEMBARKATION- leaving of passengers from an aircraft after its

arrival.

PASSENGER EMBARKATION- entering of passengers to the aircraft before boarding.

DOMESTIC FLIGHT- a flight within a single country, that does not involve government

controls.

INTERNATIONAL FLIGHT- a flight between two or more countries, which involves

government controls.

AEROBRIDGE – a link that transports people between the terminal to the aircraft where

TROLLEYS- also known as t1/1(whole) and t1/2 (half); silver stainless; contains of food or

beverages.

STC- contain of freshly baked cup cakes.

5

In an interview with Henry Joyner, Sr. Vice President Planning of American airlines

that, “With flights distributed more evenly throughout the day, we can operate more

efficiently, so reducing our costs, while giving our customers better on-time dependability

and more time to make their connections. The benefits have clearly been many. The airline

reports that schedule reliability has improved as “peak” congestion was lessened both on the

tarmac and in the air at the busy hubs. There have been improvements too in both on-time

performance and baggage handling. There also has been a substantial improvement in labor

efficiency through greater utilization of ground staff throughout the day. American could

reduce the number of ground staff required for the peaks. Productivity, measured by

departures per employee, rose about 8% at Chicago and DFW. The new strategy also reduced

block times; lowering direct operating costs, including fuel and crew costs. (Airline business

Magazine, August 2000)

An interview of the Chief executive of the Southwest airlines, he said that the turning

aircraft around as fast as possible at the gate to minimize the time that aircraft spend on the

ground, because ground time is non-revenue-producing time for an airline’s most costly

asset. (Time Magazine, May 2002)

In the book of “Job description of an airline pilot” written by Higher education

careers professional (2002): The Airline captains assume full responsibility for the aircraft,

its passengers and crew, but duties begin long before take-off.

6

He said that, being an airline pilot is a job like any other and requires mental agility, physical

fitness, good communication skills and the ability to respond decisively in an emergency. It

takes responsibility for the safe and economic operation and management of the aircraft from

take-off to touch-down is the main task that concerns an airline pilot, but there are a number

of subsidiary activities which are also of importance: acquiring information about the route,

weather, passengers and aircraft; working out a flight plan - the route to be taken, the height

at which aircraft will be flown, etc; supervising the loading and fuelling of the aircraft;

briefing the cabin crew before flight; carrying out pre-flight checks on the navigation and

operating systems; communicating with air traffic control prior to take off and landing and

during flight; interpreting complex data; making regular checks on aircraft's technical

performance, position, weather conditions and air traffic; communicating with passengers

using the public address system; liaising with cabin staff through the cabin services director;

reacting promptly to environmental changes and emergencies; updating the aircraft logbook

at the end of the flight and/or writing a report at the end of the flight noting any incidents or

problems with the aircraft.

According to the article in an airline business magazine, the Flight Data management

Airlines Maintenance/Service is about to improve customers satisfaction they measure their

success through an independent survey process. Critical customer requirements are identified

as survey topics and satisfaction objectives are set jointly. A regular review of survey

feedback results in documented action plans and appropriate follow up. This guarantee is a

closed loop process using proven quality disciplines and provides the basis for an effective

customer satisfaction management process. (Airline business Magazine, June 2004)

7

Case study about Ground Delay Programs (GDP) states that, the implementation to

control air traffic volume to airports where the projected traffic demand is expected to exceed

the airport's acceptance rate for a lengthy period of time. Lengthy periods of demand

exceeding acceptance rate are normally a result of the airport's acceptance rate being reduced

for some reason. And the most common reason for a reduction in acceptance rate is adverse

weather such as low ceilings and visibility. (Airline business Magazine, January 2001)

In an article about the ground time, the United Airlines announced that Travel time

and safety are major factors in determining consumer choice of air carriers and routes. While

deregulation and increased competition certainly resulted in record-low prices in air travel in

the late 1990s, their side effect has been congestion in major hubs. Some aviation experts

have already documented a consumer-led movement away from hub travel, due to

inconvenience. When travelers factor in the time required for travel to hubs, the difficulty

and delay in checking in, and the regularity of flight delays and cancellations, they may in

many cases conclude that air travel is less efficient than travel by car. Therefore, the air-

traffic bottleneck has begun to drive consumers away from travel through hubs; in turn, this

consumer trend is encouraging the aviation industry to explore the development of smaller

aircraft for localized, short-haul deployment”. (Air business Magazine, October 2001)

8

In order to understand more about system, knowledge of systems engineering:

Systems engineering is defined in White horn dictionary (2002) as “An interdisciplinary

approach encompassing the entire technical effort to evolve and verify an integrated and life

cycle balanced set of system, people, product, and process solutions that satisfy customer

needs”.

According to Richard Stockholm (1999), “System improvement and system alignment

provide methodology for using the plan-do-study-act (PDSA) cycle to improve or align

systems through which work is done. System improvement process includes defining their

system; assessing the current situation, analyzing causes, trying out improvement theory,

studying the results, standardizing improvement and planning continuous improvement.

The first phase of the cycle is plan, which includes setting a clear and strong objective/s and

descriptive and practical steps on how to achieve the said goals.

The second phase of the cycle is to which is a data gathering. One way of obtaining data is

through observation of procedures outline in a form of flowchart.

According to the study conducted by Maria Mildred T. Osabel (1996) entitled

“Systems and Procedures in processing of customer dishonored” Flowchart is a graphic

picture of the logical steps and sequence involved in a procedure or a program. Flowcharts

help the analyst or programmer breakdown the problem into smaller more workable

segments and in the analysis of sequencing alternative path in the operation. Flowcharts

9

usually bring to light new areas of the problem that need further study and evaluation. Many

labors saving and time saving idea can come from a flowchart.

Based on the book of Jerry Fritz Gerald (2000) entitled: “The Systems Study” ,

although the systems and procedures function maybe defined in simple terms as “organized

common sense”, a more final working definition maybe “ The analysis of the corporate

policy, procedures, forms and equipment in order to simplify and standardized the working

procedures.”

The third phase is the study or to analyze the given data. System analysis definition is

“Analyzing in detail the components and requirements of a system or analyzing the system of

information or needs of an organization, the characteristics and components of presently

utilized information systems and the functional requirement of proposed working system” by

the McGraw-Hill dictionary (2003)

In the book of new encyclopedia dictionary systems of procedures, by Robert E.

Vicras (2000), “Systems analysis is the methodological study and investigation of a data flow

in terms of maximizing profit speeding up return of result and reducing errors. Systems

analysis is necessary identified system options and to analyze the cost effectiveness of these

options in relation to management and organizational objectives. Therefore, systems analysis

10

represent to complex problems or challenges under conditions of uncertainty. It offers the

means of discovering how to design or make effective use of a work complex structure in

which the different components may have apparently conflicting objectives. It is a way to

discover the best balance among the risk, objectives, and cost”.

According to Wolfgang Kurth employed as the Industrial Engineering department at

Deutsche Lufthansa, “With a more turnaround flight, passenger number will exceed a more

than 80% of more flights booked online. But, there would be a problem in small

organization. Such as: maintenance, hiring pilots, checking validity of licenses, and no one is

doing flight planning. (Airline business Magazine, July 2004)

In the Time Management Study it states that time management is a key method of

insuring productivity, efficiency, determining workflow and accountability, an important tool

for business and leisure

Time management studies are used by large corporations and non profit charities alike in

order to increase employee productivity, ensure accountability, track problem areas such as

numerous phone calls, determine staffing statistics, and where the need for manpower may

exist. Appropriately utilizing time is a key focal point of discussion in many business

seminars. Other examples of the importance of time include the idea that time is like money

in the bank except the minutes lost in the day or in someone life cannot be regained. Time

management studies allow us the advantage of spending our time wisely.

11

The basics of conducting a time management study are quite simple in the least complex

form. Basically most companies just employ a tracking sheet. On the sheet the majority of

duties are listed at the bottom, but blank lines are listed for time slots. You would outline

how much time you spent in each task, daily and then these numbers of hours would be

tabulated weekly to see what patterns emerged. Patterns are the key. If you put on your time

tracking chart an event or work duty that only occurs once per year then it is not

representative how time really flows in your job or particular position or work place. (Asia

week Magazine, June 2002)

In the Federal Aviation Administration's Air Traffic Control modernization process it

has been a high-risk issue for the Government Accountability Office for almost 10 years for

the approval of the improvements.

FAA officials said a system would link aircraft and ground approval processes, although it

remains three to five years from full implementation. Aviation officials have also worked on

getting all research and development done before it goes into the approval process. The two

separate offices within FAA approve technologies -- aircraft approval and ground approval.

FAA officials said that a system would link aircraft and ground approval processes, although

it remains three to five years from full implementation. Aviation officials have also worked

on getting all research and development done before it goes into the approval process.

(Aviation Magazines, November 2004)

12

According to Ralph Dadoun, “Automation's impact on productivity and turnaround

time by the Medical Laboratory Observer.   Over the past four years, the laboratory has

automated many sample handling steps. The article discussed the reduction in manual sample

handling steps, which has improved turnaround time variability and resulted in better service

to physicians in St. Mary's Hospital in the province of Quebec. By the third quarter of 1998,

St. Mary's lab had acquired a new generation front-end automation system. Due to certain

limitations at that time, the automation system could only accept one size of tubes and

consequently, only specimens for chemistry, immunoassays, and immunology were

processed on it. Furthermore, electronic accessioning (scanning of the barcode) was still

performed manually at the reception area for all specimens. Even with these limitations, they

registered considerable improvements in turnaround time and efficiency. In May 2000 they

upgraded system to accept tubes of all sizes and incorporated a new outlet for noncentrifuged

samples. Electronic accessioning performed directly from the system. Thus, All these

improvements led to the elimination of many sample-handling processes, and 90 percent of

the samples are run through a single process on the automation system.” (Time Magazine,

May 2002)

Bowen, one the author of the article entitled Dissatisfaction with Service, the level

and quality of service provided by the airlines has diminished over the years since the airlines

first began competing for passengers. Traveling by air used to be a major event in peoples

lives, and people dressed for the occasion and expected to be made comfortable during the

13

trip. The airlines seduced and enticed passengers to fly with them by building images of

being pampered, and catered to. However, in recent times, and since ADA, the airlines, in

efforts to become more competitive, have had to cut corners and increase the load factor. The

effects of cutting corners have resulted in diminished customer satisfaction with the airlines

in general. Many airlines are forced to reduce extras to the point where traveling by air is not

much different than traveling by bus.

The number of customer complaints filed with the Department of Transportation showed a

130% increase in 1999 from 1998. Areas most named in customer complaints included ticket

and reservation problems, airfares, customer treatment, delays, cancellations, and over sales.

Monthly consumer reports state that for the month of August 2000, the major carriers

cancelled 3.1% of scheduled flights, had 5.35 reports of mishandled luggage per 1,000

passengers, and had 2,911 complaints logged against them, up 19% from July.)

According to Headley, “There has been a general decline in the level of customer

satisfaction with the industry, due in part to a failure of the airlines to live up to the promise

to provide better service over the past several years. The customers feel that the airlines are

not providing the customer with required service and respect. Review of 1999 performance

reports and data shows continued failure on the airlines to police themselves. In response to

this, Congress is considering the passage of an Airline Passengers’ Bill of Rights” (Airline

Delays, 2000)

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Chapter III

A SYSTEMS/OPERATION IMPROVEMENT OF THE STANDARD GROUND TIME

OF THE PHILIPPINE AIRLINE’S AIRCRAFT A320 AND A340 AT THE NAIA

TERMINAL II (CENTENNIAL TERMINAL)

3.1 ABSTRACT

Ground time is the time between the aircraft landed and departed the terminal. The

three pre-flight activities is done when the last passenger disembark the aircraft until the go

signal of the purser/head cabin crew to board.

This study was conducted to determine the possible irregularities that are happening

in the pre-flight activities of the A320 and A340 aircraft, which includes no standard

operating procedure and unsystematized work.

The authors eliminated the redundant activities of the workers that improve the

flexibility of the employees, reduced the ground time and also to attain the consistency of

customer’s satisfaction in patronizing the service of the company.

15

3.2 INTRODUCTION

PAL continuously competes with other outstanding airlines, despite from the

inconsistency of revenues. In line with this, the company needs improvement in their

systems/operation specifically on the pre-flight activities.

One of the factors affecting the systems/operation of a flight is its ground time

standards. Ground time is the time between on blocks and off blocks; it is the established

time required to complete the servicing of an aircraft and handling of passenger traffic for a

particular flight. One of which is the pre-flight activity that includes: catering services, cabin

cleaning and cabin crew preparation. These activities need to improve for the company’s on-

time performance, aircraft’s reliability, aircraft’s utilization and increase in profit.

3.3 METHODOLOGY

All data in this study were acquired using the following methodologies:

3.3.1ORIENTATION/BRIEFING

The authors were oriented of what the company is involved with, the type of business

as well as the employees and customers that the authors would be dealing with in the office

located at the Inflight Service building, Baltao, Pasay City and also at the Ninoy Aquino

International Airport II (Centennial terminal).

16

3.3.2AREA TOUR

Ms. Miles Bonoan, the Sr. Product Standards Administrator staff in the Product

Management Department conducted an area tour at during the first day of training at the

NAIA Terminal II (Centennial Terminal). This is done in order for the authors to familiarize

with the different operations, areas and activities as well as the rules and regulations inside

the airport.

3.3.3 INTERVIEW

These observations were supported when the authors were given the chance to

interview the Product Management Department (PMD) staff: Ms. Miles Bonoan, Mr. Edgar

Molina, and Ms. Bettina Lozano; they have knowledge and experience to conduct a Motion

and Time study inside the aircraft and help the authors in determining the problems that they

encounter in the pre-flight activities of the A340 and A320 aircraft and the causes of the

problems. The interview were conducted through face-to-face discussion and questioning in

order to obtain necessary information about the overall present process of the ground time

activities of Philippine airline’s A340 and A320 aircraft.

Some questions that were asked:

How does the flow of every task take place?

How many turnaround flights do the A340 and A320 had in a day?

Do all the persons involved in the preflight activities have the same salaries?17

How many cleaners do they have in the aircraft A340 and A320 per flight?

What problems were they experiencing that can influence the quality and speed of

every turnaround activities?

What are the costs involved as far as the preflight and turnaround flight is

concern?

Interviews on the employees engaging in preflight activities were also made by the author

to gather information on different systems/operations inside the aircraft, and likewise their

ideas and opinions on their job.

Some questions that were asked:

1. What problems do you usually encounter when cleaning the aircraft,

offloading/loading of foods, preparing foods, in the aircraft?

2. How many hours does it take to clean the aircraft, to offload/load foods and prepare

foods?

3.3.4 DATA AND RECORDS

To better understand and analyze the scenario happening in the aircraft, the authors

request for a data and records to be observed.

3.3.5 MOTION AND TIME STUDY

18

Motion and Time Study (MTS) is used for finding the preferred method of doing

work, that is, the ideal method or the one nearest to it. MTS was used in this study to

determine the standard time to perform the specific task.

Direct observation

In order to adapt to the real scenario, motion and time study were conducted

during the preflight activity of the flight in the A340 and A320 aircraft. It started from the

last Passenger disembarkation then catering service, cabin cleaning and cabin crew

preparation activities, up to the go signal of the head crew to passenger embarkation. With

this method, it enabled the authors to determine if the standard time of a preflight activity of

the A340 and A320 aircraft.

Documents review

The authors also refer to some books on the systems/operation improvement

involved in the study. Previous handouts lectures containing improvements and any other

related topic concerning the authors study served as guide in making this study.

Company Data

The authors were allowed access to the computer to get all the information of the

schedule of a flight. The authors also have the privilege to enter the said aircraft with an

access pass that they got at the terminal.

19

Applicable IE tools used in order to identify the possible irregularities of the flow in the

system:

Stream diagnostic chart

Supplement systems theory by graphically representing the complex set of

relationships that exist in an organizational problem situation. With this approach, the

numerous interrelationships can be analyzed by tracking thru charts and identifying the

minor and major causes of irregularities in the turnaround activities of A340 and A320

aircraft.

Flow chart

A system flowchart shows the overall work flow of the system. It is a pictorial

description of the sequence of the combined procedures that make up the system. A

systems flowchart shows what is being done in the present system. The said tool is also

helpful in eliminating unnecessary procedures and simplifying the necessary ones in

order to reduce the ground time of the said aircraft.

Gantt Chart

It is a horizontal bar chart, which provides a graphical illustration of a schedule that

helps to plan, coordinate, and track specific tasks in a project. Gantt charts may be simple

versions created on graph paper or more complex automated versions created using

project management applications such as Microsoft Project or Excel.

20

Cost and Benefit analysis

It is used to show the said tool that compares the present systems cost and benefits

against the proposed system. The analysis also shows which new alternatives results to

lowest expenditures but yields the most benefits to both company and customers.

21

3.4 RESULTS AND DISCUSSION

Discussion of the Present system:

The ground time of a turnaround flights are blocks on, passenger

disembarkation, catering services, cabin cleaning, cabin crew preparation, passenger

embarkation, and blocks off. The three main critical preflight activities are catering services,

cabin cleaning, and cabin crew preparation.

In the Catering process, there are three catering personnel assigned in every galley-servicing

door of the A320 aircraft, and five in the A340. In the cabin cleaning, there are twelve

cleaners for an A320 aircraft and twenty cleaners for the A340 of the cabin cleaning process.

And for the cabin crew preparation process, six crews for an A320 aircraft and twelve for the

A340.

The caterers and the cleaners will simultaneously enter the aircraft once the lady

guard gives the go signal. Then, cabin crews will go into the aircraft when cabin cleaning and

catering services activities are finished.

Some cleaners remain in the aircraft because of slow performance, redundant works,

unpredictable amount of dirt, and inconsistent take of materials from the ramp resulting to

shortage of supplies such as: pillows, blankets, magazines, and head rest leading to long

consumption of working time. This is happening because there is no standard operating

procedure and standard time in this activity, since it is a sequential way therefore, it mainly

affects the next activity which is cabin crew preparation.

22

Caterers had a slow working capacity in offloading and loading of trolleys, ovens,

and stc’s due to back pains.

Captain’s briefing usually begins in the middle of the task of crews mainly in the

galley preparation activity. It greatly affects their job because of interruption which resulted

to unspontaneous work.

23

Comparison of A320 and A340 aircrafts

A320 A340

Engine 4 2

Max.Capacity F 12 Business J 12 Business

  J 32 Fiesta Y 138 Economy

  Y 220 Economy  

Galley 3 2

Fuel Load 111,076 18,730

Required Weight for Baggage CPT 1 10206 kg CPT 1 3402 kg

  2 20412 2 2426

  3 13878 3 2110

  4 10206 4 1497

  5 3468  

ACFT Registry FOHPJ RPC-3221

  FOHPF RPC-3223

  FOHPK RPC-3224

  FOHPM RPC-3225

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TABLE 3.1

3.4.1 Discussion of comparative table analysis

Based on the above table, Airbus 340 and 320 had a difference between the two

aircraft in terms of the capacity and size. The A340 has four engines; two at the rear section

and the others is on the business class section. There are three galley servicing area in the

aircraft that is located in the rear, forward and, business section of the aircraft. It can load 264

passengers, 12 for the business class, 32 for the fiesta class, and 220 for the economy class.

The A320 has two engines, one is on the rear section and the other is on the business class

section. . There are two galley servicing areas, placed on rear and business class section of

the aircraft. It has a 150 passenger load, 12 for business class, and 138 for the economy class.

In terms of loading a full capacity of fuel, the A340 has a full load of 111,076 kg of fuel

while A320 aircraft can be loaded fully by at least 18,730 kg. Loading of fuel is based on the

origin and destination of the aircraft. If the aircraft will be in a long haul destination, the fuel

will be in a full capacity.

25

26

3.4.2 Three (3) Main critical preflight operations

Cabin cleaning activities

First, cleaners will pass thru the aerobridge stairs together with the things they need

for work and waits the go signal of the lady guard to enter the aircraft. Initially, the activity

starts when all cleaners goes to their designated area which are in the business class,

(economy class) forward, and rear section of the aircraft A340, and business class and

(economy class) forward section of aircraft A320 and begin to perform their corresponding

tasks. The activities are done simultaneously; it includes vacuuming, wiping of tables and

trays, collects trash/ fix seats, place/ inserts magazines, sweeping, and lavatory cleaning.

Number of personnel and duration of each activity can see in table 3.3.

The vacuuming simply vacuums the carpeted floor of all the sections of the aircraft,

Wiping of table and trays activity used wet and dry white cloths for wiping however, there

were no definite assigned area for the workers. Collecting of trash/fixing of seats activity

usually done as it is; collects trash in the pocket of seats then fix it by arranging of seatbelts

and aligning the seats into normal position. The place/inserts magazines activity basically it

is removing of old magazines and inserting of headrest and placing a new one in every seat

of the aircraft. Sweeping activity, is just sweeping the whole carpeted floor of the aircraft.

And Lavatory activity performs by washing the toilet, floor, and sink.

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Sweeping

Process Flow chart (Cabin cleaning activity)

START

END

FIGURE 3.1

28

Lavatory cleaning

Place insert magazines

Collect trash/ fix seats

Wipingof table and

traysVacuuming

29

Catering activities

Caterers transport the terminal by a catering truck together with the trolleys, ovens

and stc’s. The catering truck must be at the ramp 15 minutes before the arrival of the aircraft

in preparation for the activity. The number of personnel and length of duration of each part of

activities can be seen in table 3.4. When the passenger begins to disembark the plane the

catering truck will automatically go at the assigned galley-servicing door outside the aircraft.

After that, caterer1 will go up the stair passing thru the aerobridge that connects to the

aircraft. When the lady guard gives the go signal to enter, caterer 1 will go to the assigned

section galley-servicing door and knock it indicating that it is ready for opening. Eventually,

caterer 2 will open the galley-servicing door and then, starts to offload and load the trolleys,

ovens and stc’s that contain foods, pastries, and beverages at the galley tracks; they also load

the newspapers and headsets. When the activity is done caterers will then, close the galley

servicing door and coordinate with the caterers if there were some problem.

30

Offloading of catering trolleys, ovens and stc’s

Loading of catering trolleys, ovens and stc’s

Process Flow Chart (Catering activity)

FIGURE 3.2

31

START

END

32

Cabin crew preparation

Cabin crews together with the captain (pilot) and co-pilot enters the aircraft when the

cabin cleaning and catering services activities are done. The number of personnel and the

duration of each part of activities can be seen in table 3.5. Each section of the aircraft have

group of cabin crews and every group has its galley steward (male) that mainly performs the

activity in the galley. The purser or the head cabin also does the activity however he/she

focuses to monitor the cabin crews. Initially, cabin crews get things in their bag such as: flash

light, first aid kit, and safety manual; change their shoes and then, stow things in the closet.

After that, cabin crews will put flash light, first aid kit, and safety manual in the two walls of

each section, checks the phone, and wall screen if it is functioning. Then, prepare foods in the

galley and checks the lavatory if it is clean. Captain’s briefing used to concise all cabin crews

for the things they will do after blocks off.

33

Cabin/lavatory check

Stowing of things

Preflight/Safetycheck

Galley/prepcheck

Captain’s Briefing

Process Flow chart (Cabin crew preparation)

FIGURE 3.3

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START

END

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3.4.3 Discussion of the present Flow Process chart

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Initially, the operation begins to the last passenger to disembark the aircraft. First, the

preparation of the cleaners and catering personnel to enter the aircraft for inspection, the

guard inspects cleaners and catering personnel before entering the aircraft. The guard checks

their Identification card and record their names and number of cleaners to the logbook for

security purposes.

The Motion and Time study begins when the cleaners and catering personnel will

simultaneously embark the aircraft.

Primarily cleaners will pass by the stairs of the aerobridge, and start to enter as a bulk

in front of the door of the aircraft. Next, cleaners automatically do their assigned tasks which

includes, vacuuming, wiping of table and trays, collects trash/fix seats, place/inserts

magazines, sweeping, and lavatory cleaning to all sections of the airplane. These activities

are done simultaneously with the catering activity.

Catering personnel consists of 5 workers, 2 on the rear section and 3 on the forward

and business class section of the aircraft A340 and 3 workers in business class and forward

section of the A320 aircraft. The system begins when caterer 1 enter the aircraft as soon as he

receive the go signal of the lady guard. After that, he will knock the door that signals caterer

2 to open it. Caterer 2 is inside cargo conveyor truck. Then, they will offload and load

trolleys ovens and stc’s they also load newspapers and headsets. After they have finished

their task, caterer 1 will then close the galley/servicing door.

In the Cabin crew preparation activity, the crews will enter the aircraft as soon as

cleaning and catering activities are done. There are 12 Cabin crews in an A340 aircraft and 6

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in an A320; it has Purser or head cabin crew for every aircraft, and galley stewards in each

sections.

Crews also known as the Flight attendants, perform their tasks as soon they arrive

inside the aircraft. All crews performs each activities however, galley stewards mostly

operates the preparation of foods in the galley while, purser or head cabin crew monitor cabin

crews.

Then, in the middle of their activity the captain will brief them for 5 minutes continue

their task correspondingly. Captain’s briefing is always done in a ground time activity. After

that, the purser checks the galley if trolleys, ovens and stc’s are in the right rack and also the

cleanliness of the aircraft. Purser will ask the crews if they are done on their task, if it is

completed, that’s the time he/she will gives go signal to the ground staff to board. The

Ground staff will now then, gives go signal to the passengers to board.

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3.4.4 Discussion of Stream Diagnostic Diagram

With this diagnostic approach, the stream diagnostic chart, numerous interrelationships

and defined and can be visibly analyzed by looking at the diagram and tracing the line which

connects the different scenario with regards to the primary problem (root cause) and to the

effect, which is very visible in the preflight activities of a turnaround flight and on the data

presented previously. The authors found out that the main problems are no standard time and

no operating procedure because of these, activities such as: traditional way of cleaning,

catering, and cabin preparation, unsystematized way of cleaning, redundant works, and

unnecessary activities. By these, it reflected the deeds of the workers that resulted to

customer dissatisfaction, and also a long duration for the preflight activities that affects the

whole ground time of a flight. Furthermore, it came out to an average of 65 minutes in an

A340 and 40 minutes in the A320 aircraft.

Man

Man plays a vital role in a company and of course in the business airline. Since their

involvement and interaction with one another is important, it will come up with a fast and

good quality work. Most of the problems arise at this point, such as lack of training and

motivation especially for the workers of the cabin cleaning activity. For the catering services

activity, caterers experienced back pain due to pulling of trolleys from its rack. Though they

did not inform it to the management, it is important to each employee to have a better

condition while working. As a result they had lack of manpower

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Machine

In the cabin cleaning activities, only two (2) or occasionally one (1) vacuuming

machine is used in the A340 aircraft that resulted to long duration of the sweepers to finish

their task. Moreover, when the aircraft come up to an international flight, more trash and

mess will be collected and fixed.

Methods

No standard time, and no standard operating procedure greatly affects the overall

ground time of a flight. Due to these, some other problems also arise such as: traditional way

of doing the activities, unsystematized way of cleaning and unnecessary activities done by

the caterers, redundant works through wiping of table and trays, place insert/magazines, and

sweeping from the cabin cleaning activity.

Materials

It is determined that there was material shortage in terms of carrying things like

pillows, blankets, magazines and headrest because they have no list of definite number of

materials in a certain flight and types of aircraft. Since, cleaners were responsible to bring

those things through the cabin; they will move down at the ramp and goes back the aircraft

that consumes a large amount of time, and affects the whole activity.

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3.4.5 Discussion of the Customer satisfaction survey

The customer satisfaction survey graph shows to determine why passengers are

patronizing the company. And to what aspect of travel experience is the most important for

the passengers and its level of satisfaction in their travel experience with PAL. The graph

covered passengers taking both international and domestic flights from Manila to their

designated destination.

By doing this, customer survey sheet (see appendix) meets the information needs of the

interviewee by providing a fast, efficient way of requesting, collecting, organizing and

analyzing information from groups of people of all walks of life. As we analyze the graph,

the response rate in the “Filipino airline”, “Economical” and, “connecting flight” is very

high. While the other respondents indicated they agreed that the “clean interior”, “cabin crew

presentation” and, “good food” shows with low response in the graph.

The authors found out that the company has a low response in the area of cleaning and cabin

presentation. In the stream diagnostic graph, shows the entire possible problem that results to

dissatisfaction of customers.

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