| SriLankan
Airlines’ Cargo Centre in Katunayake has seen impressive
gains in efficiency over the past 15 months, as a result of
improvements formulated and carried out by a Quality Circle
comprising members of the management and staff.
“The members of the Quality Circle have done a marvellous
job in streamlining our operations, and we look forward to
many more projects by them which will continue to improve
the service that we give our customers,” said Janaka
Munasinghe, Manager Cargo Operations at SriLankan.
A team of 11 members from several grades of staff, including
a leader, was picked by the management of SriLankan Cargo
from different sections of the Cargo Centre at the Bandaranaike
International Airport, to serve on the Quality Circle for
12 months in 2002/2003. A second team of nine members has
already taken over for the year 2003/2004.
Meeting once a month, the Quality Circle drew up plans for
improving service throughout the Cargo Centre. One of the
first activities was to obtain feedback from staff regarding
issues of manning and procedural problems, by carrying out
an internal survey. Stemming from this survey, the roster
system of the Cargo Centre was changed to make it more balanced
and equitable, resulting in a marked decline in absenteeism.
All staff at the Cargo Centre were divided into four teams,
and a competition was held over the year to choose the best
team in terms of service and output, with points awarded by
taking various factors into consideration. Competition was
stiff with the points standing being announced each month.
The Quality Circle carried out a customer survey, and identified
unnecessary procedures which were then done away with, increasing
efficiency and cutting down time wastage for both employees
and customers.
Even the car park at the Cargo Centre was remodelled, with
specific bays being allocated for Customs Department officials,
customers, and airline personnel.
Another major achievement of the Quality Circle was the organizing
of a shramadana over two days to clean and reorganize the
cargo warehouse. The Quality Circle also produced a booklet
for all operations staff, giving tips and hints to fast track
procedures, which is carried by each member of the staff.
Says SriLankan’s Senior Manager Cargo Nalin Rodrigo:
“Our aim is to offer a high level of service to our
customers so that Colombo, the hub in the Indian Ocean, becomes
the preferred choice.”
Corporate Communications Department
SriLankan Airlines
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