Optimizing GH OCC operations : a diary-based analysis of an Operation Controller’s role in the GH company
Hämäläinen, Julia (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024122037933
https://urn.fi/URN:NBN:fi:amk-2024122037933
Tiivistelmä
This thesis aimed to address the external and internal factors affecting the work effectiveness in the Operations Control Center of a ground handling company and offer solutions on how the different areas could be improved on organizational and individual levels.
The commissioner for the thesis was a ground-handling company that operates in several airports, providing handling services for different airlines. The company is referred to in the thesis as Company X. This study focuses on the company’s Operations Control Centre department, afterward referred to as the OCC department. The department is responsible for monitoring, coordinating, and controlling the daily flight operations. The tasks vary from flight scheduling to crew assistance and require real-time decision-making skills to ensure safe and on-time operations. In the fast-paced industry, overcoming possible obstacles such as maintenance issues, weather changes, or system errors in the most efficient way is crucial to minimize the effects of operational disruptions.
The thesis was completed to support personal and professional development. Furthermore, the primary data is gathered by using the diary-based method, which is used to compile experiences, observations, and reflections. As secondary data, the previous research and literature are used to acknowledge the background information of the targets of development.
The study consists of three different areas: the introduction of the current role, the observation period, and the analysis of the results. Examining the effectiveness of decision-making processes, communication, and the effect of human factors, the research aims to discover the main challenges and shortcomings and, moreover, come up with suggestions to minimize their impact on daily operations. This study also considers the impact of technology and automation in ground-handling companies.
The commissioner for the thesis was a ground-handling company that operates in several airports, providing handling services for different airlines. The company is referred to in the thesis as Company X. This study focuses on the company’s Operations Control Centre department, afterward referred to as the OCC department. The department is responsible for monitoring, coordinating, and controlling the daily flight operations. The tasks vary from flight scheduling to crew assistance and require real-time decision-making skills to ensure safe and on-time operations. In the fast-paced industry, overcoming possible obstacles such as maintenance issues, weather changes, or system errors in the most efficient way is crucial to minimize the effects of operational disruptions.
The thesis was completed to support personal and professional development. Furthermore, the primary data is gathered by using the diary-based method, which is used to compile experiences, observations, and reflections. As secondary data, the previous research and literature are used to acknowledge the background information of the targets of development.
The study consists of three different areas: the introduction of the current role, the observation period, and the analysis of the results. Examining the effectiveness of decision-making processes, communication, and the effect of human factors, the research aims to discover the main challenges and shortcomings and, moreover, come up with suggestions to minimize their impact on daily operations. This study also considers the impact of technology and automation in ground-handling companies.