Flagship at Phoenix-Mesa Gateway Airport
Flagship Facility Services runs facility operations at Phoenix-Mesa Gateway Airport. Its operations manager was spending the shift at a desk producing the reports that proved the work, instead of on the floor where the work was happening. TRAX changed where he could stand.
The best supervisor in the building was stuck at a desk.
Supervision is a floor job. The reporting that proves the work got done is a desk job. Every facility services manager knows the trade between them, and knows which one wins on a busy week. At Phoenix-Mesa, Flagship’s operations manager was caught in exactly that squeeze: the more carefully he documented the shift, the less of the shift he actually saw.
The fix was not a better report. It was making the report a byproduct of work already being logged, so the record built itself and the manager could go stand where his team was.
The Challenge
Flagship’s supervisors at Phoenix-Mesa could not see their own operation while it was running. Status arrived by radio call or at the end of a shift, which meant every decision about where to send people was made from memory and estimate rather than from what was actually happening in the terminal.
That has a cost in both directions. You cannot redirect a team you cannot see, so effort lands wherever the plan said it would rather than wherever it is needed. And you find out which areas fell behind after a passenger has already walked through one. Meanwhile the person best placed to fix any of it is at a desk, assembling the record of a shift he was not able to watch.
The Solution
Clean+Inspect put task status and quality control inspections on the team’s phones, and TRAX IQ put the resulting picture on one screen. Work is logged as it happens, which means the reporting is generated from the shift rather than reconstructed after it. The manager stopped compiling the record and started reading it, from wherever he happened to be standing.
Two things came out of having the data in one place. Passenger counts made workload distribution visible, so the team could match staffing to the traffic actually moving through each area instead of to a fixed plan. And inspection results broken down element by element showed precisely which items were pulling scores down, so improvement effort went where it would move the number rather than being spread evenly across everything.
What TRAX deployed
- Clean+Inspect for task management and quality control inspections
- TRAX IQ dashboards showing live status across the team
- Passenger count data used for workload distribution and staffing
- Inspection results broken down by individual element
- Reporting generated from work logged in the field rather than compiled at a desk
The Benefits
- Supervisors on the floor rather than at a desk, with better visibility than the reports used to give them
- Staffing and workload matched to actual passenger counts instead of a fixed plan
- Inspection results broken down by element, so improvement effort goes where it moves the score
- Decisions made during the shift rather than reviewed after it
- A 95% inspection score at the site
Flagship’s operations manager moved from managing by report to managing on the floor, with live visibility into what his team was doing and why. The site reached a 95% inspection score.
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