IAG Cargo had implemented a new system to track the cargo being processed through the warehouse in real-time. Unfortunately, since deployment, they had experienced a downturn in production and so they asked Q5 to come in and review the situation to see what we could do to help.
After an initial evaluation of the situation, Q5 identified two areas they could assist IAG Cargo. The first was to understand what additional training or process changes might be needed. The second was to take-over monitoring the data temporarily to improve production in the short-term and look for long-term solutions. This case study looks at the former.
The Q5 change team conducted informal interviews and worked alongside the data team to identify the major issues impacting the operation on a day to day basis.
After identifying which issues were a priority and working with IAG Cargo SMEs, Q5 developed a range of training materials which provided solutions to the most frequent problems encountered daily by staff.
Q5 discussed and prioritised key issues with senior management and validated them by noting observations both in the Warehouse and in Retail. Q5 also conducted ‘day in the life of’ studies to work out required resource and identify where more shifts were required to improve the day-to-day operations.
Q5 defined the required process for incident management between relevant stakeholders and created documentation to support this.
