Case History – Airline Hub Standardization
Continental Airlines, Houston, Texas USA
Contact:
Deborah Tholen, Vice President, Flight Operations.
Business Type:
International Airline in USA.
Previous Training Program:
None – this was a new initiative to increase productivity through hub standardization of ground employees in 1997.
Client Scenario:
Continental Airlines (CA) created three new hubs in 1997. CA had to retrain 370 ground employees in new hub standardization procedures that were designed to increase productivity for all domestic and international flights at each hub. The goals for the class were:
- Increase on-time departures
- Ensure passing DOT scores for all participants
- Increase the ability to use new weight and balance procedures (which would maximize cargo loads)
- Increase Continental’s customer satisfaction ratings.
System Implemented:
ICAL established an ICAL Innovation Institute to train Continental employees to design courses in several key business sectors. ICAL also trained a national Continental team of trainers to deliver these initiatives.
Accomplishments:
ICAL worked with a team of Continental SME’s to create the 5-day Hub Standardization Course. ICAL also trained a team of trainers to deliver the training at each hub. The passing rate was 100% and the Kirkpatrick outcomes are shown below.
Satisfaction:
- 100% attendance during course
- 100% successful completion
- Increased morale & confidence
Knowledge:
- Passing DOT post-test scores
- Increased load and balance skills
- Increased teamwork in 3 hubs
Application:
- Increased on-time departures
- Increased on-time arrivals
- Decreased lost / damaged baggage
- Increased productivity with load and balance times
Return on Investment:
- Increased cargo loads
- Decreased DOT fines
- Increased national DOT rankings
- Decreased lost bag expense
- Increased customer satisfaction
- Course investment: $275,000 over 2 months for 370 employees (and any future new hires)
- Additional Revenues attributed to the employees taking the course: $1.2 million over 24 months
- Decreased Expenses from DOT fines: $800,000 over 24 months
- Return on Investment: 727% over 24 months
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