Background
Formed in 2009, the Engineering and Development Group (EDG) is an integral part of the Changi Airport Group, who manage Singapore’s iconic and groundbreaking airport. With over 62.2 million passengers a year and 7200 flights a week, it is one of the busiest airports in the world. It has also won more awards, and was recently voted the World’s Best Airport for the sixth consecutive year at the 2018 World Airport Awards.
EDG’s main task is to spearhead and develop the airport’s visionary master plans that will keep Changi ahead of the field. These plans include everything from engineering management, to the specialized systems that are used to operate and maintain airfield lighting, passenger loading bridges, baggage handling as well as the sky trains.
Challenge
EDG not only handles a very high volume of rosters, the majority of those are duties that occur after normal office hours to ensure the high standards in maintenance regime around the clock 24/7.
There was no duty roster collaboration portal in place, making it incredibly difficult to plan the staff’s duties given that EDG emphasizes on work life balance and would accommodate staff’s preference in terms of the days which they can perform duty. Some of the EDG’s duties include fault management control (FMC) and checks on the specialized baggage handling system.
In addition, the administrator was using an Excel spreadsheet to enter more than 100 staff names into the timetable before displaying the hard copy on a noticeboard for staff to de-conflict duties. The staff would then swap the duties among themselves via a hardcopy approach on noticeboard or by using emails.
How FUJIFILM Business Innovation helped
After a rigorous study of EDG’s workflow requirements and their current pain points, FUJIFILM Business Innovation consultants recommended its Engager Solution. This solution is designed specifically to improve field service management and efficiency. It is also highly customizable, and the team was confident they could tailor the system to meet EDG’s efficiency and visibility needs.
Additionally, Engager Solution is very easy to use. Its user-friendly interface requires little or no training.
We realized that a centralized cloud-based solution could monitor the duty roster in real time and reduce the challenges currently faced by the engineers, the administrators and the Fault Management Centre personnel. We are excited that this engager solution is designed for field engineers with customers in mind to deliver customer satisfaction and profitability.
- Mr Lim H.B, Manager of Innovation and Process department
Improves efficiency
- Visibility enables accountability and helps manage delays or problems
- Faster reporting and execution
Increases profitability
- Better staff productivity as more jobs can be completed
- Real-time metrics and status update for quick decision making
- Higher customer satisfaction
Streamlines processes
- Customizable features and workflow tailored to existing processes
- Real time up-to-date job status to back-end system
Reduces cost with improved local support
- Highly customizable, cost efficient, and easy-to-use
- Able to manage risks and changes effectively
- No user licensing required
Results achieved
After implementing Engager Solution, the benefits were felt immediately. It is now far easier for the administrator to allocate duty rosters.Any swapping of duties are now clearly traceable, and the Fault Management Centre personnel is instantly informed of the duty changeovers.
As a result of Engager’s semi-auto planning capabilities, a process that used to take the administrator one full day, it now requires just three to four hours. Apart from saving time, the system also ensures a fairer distribution of workload in terms of number of hours worked per staff, and weekend duties.
Before Engager Solution, the administrator had to generate reports by manual tabulation. This laborious process would take more than an hour, and was prone to human error. Now, this has been reduced to just five minutes with improved accuracy.
FUJIFILM Business Innovation Singapore was able to analyze and evaluate EDG’s requirements swiftly, and proposed a cost effective and efficient solution. Now EDG has a robust, cloud-based system in place that has slashed processing times from more than eight hours to less than two, eliminating possibility of human error.
The FUJIFILM Business Innovation Engager Solution has received positive reception from the portal users.