(LUẬN văn THẠC sĩ) scheduling software application to reduce shift work exhaustion, a case of weight and balance group in saigon ground services joint stock company

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Mai Duc Nam SCHEDULING SOFTWARE APPLICATION TO REDUCE SHIFT WORK EXHAUSTION: A CASE OF WEIGHT AND BALANCE GROUP IN SAIGON GROUND SERVICES JOINT STOCK COMPANY MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City – Year 2018 TIEU LUAN MOI download : skknchat@gmail.com UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Mai Duc Nam SCHEDULING SOFTWARE APPLICATION TO REDUCE SHIFT WORK EXHAUSTION: A CASE OF WEIGHT AND BALANCE GROUP IN SAIGON GROUND SERVICES JOINT STOCK COMPANY MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: PROF NGUYEN THI MAI TRANG Ho Chi Minh City – Year 2018 TIEU LUAN MOI download : skknchat@gmail.com Executive Summary Fatigue, which is the common issue of every single worker in any area, tends to be worse in the service industry, especially in 24/7 continuous service like aviation, rail or medical Comparing to all industries, shift work is a different element of service For example, labor in aviation field like air traffic controller, cabin crew and ground staff mentioned shift work as a common cause of their fatigue beside specific job’s traits The consequences of fatigue are low productivity, poor health and even high turnover rate which should be paid more attention by human resources management as an important task In this case, imbalance shift distribution is the main cause of increasing fatigued level Obviously, shift arrangement would not only decide how effective and appropriate shift system is, but also play a key role in fatigue level of workers TIEU LUAN MOI download : skknchat@gmail.com Acknowledgements I would like to acknowledge all who supported me during my study without whom I wouldn’t be where I am today I would especially like to thank my supervisor – Professor Nguyen Thi Mai Trang for all her advice and guidance, without her help this could not have been possible I also would like to show my gratitude to my colleagues at work and classmates at ISB for their continuous support I also send my sincere thankfulness to my parents and friends for their support and encouragement TIEU LUAN MOI download : skknchat@gmail.com Table of contents Introduction 1.1 Company background 1.2 Company structure Problem context 2.1 Fatigue in service and aviation industry 2.2 Fatigue in Weight and balance group of ground operation department 10 Problem identification 11 3.1 Effort – reward imbalance 12 3.2 Shift working exhausted 13 3.3 Annual leave shortage 14 Problem validation 15 Cause validation 18 Alternative solutions 23 6.1 First alternative solution: Software application 23 6.2 Second alternative solution: Erasing level barrier 26 6.3 Third alternative solution: Flexible shift 29 Implementation 32 Conclusion 35 Supporting information 36 List of Figures Figure 1: Saigon Ground Services JSC Organization structure Figure 2: Ground operation department structure of Saigon Ground Services JSC Figure 3: Causes fishbone diagram 18 Figure 5: The Best Employee Scheduling & Shift Planning Software of 201717 25 Figure 6: Original ERI Model8 (Siegrist, 1996) 41 Figure 7: Current ERI Model8 (Siegrist, 1999) 41 TIEU LUAN MOI download : skknchat@gmail.com List of Tables Table 1: Data of fatigue measurement 11 Table 2: Estimated cost for scheduling & shift planning software 25 Table 3: Estimated cost for level change 28 Table 4: Flexible shift options 30 Table 5: Organization action plan for applying Software in shift arrangement 34 Table 6: Interviewee’s demographic 37 TIEU LUAN MOI download : skknchat@gmail.com Introduction 1.1 Company background Saigon Ground Services26 (SAGS) is a subsidiary of the Airports Corporation of Vietnam (ACV), SAGS is now the leading ground handling company in Vietnam SAGS are offering a full range of ground services to a diverse customer base of international and domestic airlines at Tan Son Nhat International Airport (SGN), the country’s largest and busiest aviation gateway SAGS also expanded their business to Da Nang International Airport from 01 May 2015 and to Cam Ranh International Airport from 01 July 2016 Over 10 years of experience in ground handling, SAGS have obtained and successfully renewed the ISO9001 quality management certification and the industry ISAGO (IATA Safety Audits for Ground Operations) registration In 2016, company’s revenue is over VND 876 billion, increased 46% than 2015 SAGS already set the new milestone with over VND 1,000 billion in 2017 TIEU LUAN MOI download : skknchat@gmail.com 1.2 Company structure Source: http://sags.vn/About-Us/Organization-Chart/ Figure 1: Saigon Ground Services JSC Organization structure Ground operation department Operation Weight and balance Loading Source: Made by Author based on SAGS’s data Figure 2: Ground operation department structure of Saigon Ground Services JSC Weight and Balance group belongs to Ground Operation Department They are responsible for doing load sheet and contributing to the accuracy of passenger, baggage and cargo weight for captain and airlines load control center Weight and Balance activity is always TIEU LUAN MOI download : skknchat@gmail.com included in service level agreement of all airlines, which have been provided ground services by SAGS Meanwhile, Loading group is only in charge of international flights and cargo flights Operation group involves in coordinating of international flights and domestic flights Shift working hour is a trait of aviation industry, there are fourteen different shifts at Weight and Balance group, nineteen shifts at Operation group and twelve shifts at Loading group to ensure handling flights This study concentrates on Weight and Balance group because of its typical traits and involvement in all kind of flights In addition, Weight and Balance group not only has suitable organizational size but also allows author to access secondary sources and collect primary data There are three levels of skills for Weight and Balance staff Entry level (level 1) focuses on narrow body aircraft, level is on wide body aircraft and level is on cargo flight Weight and Balance group includes one manager, three deputy managers, two supervisors and sixteen members Employees are required to work 48 hours per week and the schedule changes weekly Furthermore, they are arranged specific flights with their ID beside flight number on SAGS management information system (SMIS) each day Problem context 2.1 Fatigue in service and aviation industry Aviation industry is 24/7 service therefore shift working is the only way to keep every task being done constantly, which is similar to railway industry or healthcare industry There is no doubt that fatigue is common status of labors in these industries Shift work4, which has been associated with fatigue, is frequently cited as a major cause of fatigue Fatigue is TIEU LUAN MOI download : skknchat@gmail.com defined5 and operated in different ways, for example in terms of increased sleepiness and reduced alertness According to the report from International transport workers’ Federation2 in 2009, 46% of respondents felt that fatigue was an issue happening in the most of the aviation workers they represent with 35% respondents said that most of aviation workers feeling burned out from work but more than half show that only some workers had this feeling Pursuant to fatigue statistic indicated in occupational groups including cabin crew, ground staff and air traffic service workers with more than 50% respondents reported that most of the ground staff workers felt tired in the morning as a fatigue symptom This proportion is the same in case of feeling used up at the end of the workday of ground staff workers In addition, fatigue6 has been pointed out as a serious problem by ICAO and has been defined as “A physiological state of reduced mental or physical performance capability, resulting from sleep loss or extended wakefulness, circadian phase, or workload (mental and/or physical activity) that can impair a person’s alertness and ability to perform safety related operational duties.” 2.2 Fatigue in Weight and balance group of ground operation department In first stage of collecting data, 11 employees had been asked about fatigue symptoms by several short questions about quality and quantity of fatigue according to the health care professional27 Feeling in the morning has been described by employees that sleepy, tired, headache Employees also mentioned that the feeling depends on types of shift and sleeping time The feeling after finishing shift is more similar, tired and leave immediately was the 10 TIEU LUAN MOI download : skknchat@gmail.com An Nam An Nam An Nam An Nam An Nam An Nam An Nam An Nam An aircraft as level 2? Example going to outside parking bay and sitting at office? Each level has different kind of fatigue, at level 1, you can face to polluted air, sunshine, rain Meanwhile siting in office as level have to focus and use their knowledge to handle wide body aircraft than people are in level Do you mean level of fatigue is the same? Yes, I think so How you think about the effect of fatigue in your work? It is about time How about negative effect? May be, I could angry with my colleagues How about the effect of shift work, imbalance effort – reward, delay flight, imbalance among your group? There is no doubt about people who spend more effort, could be unhappy and frustrated People have right to comment to their supervisors and coworkers if they have done many flights than other It depends on yourself to ask for rearrangement, supervisor might make a mistake on monitoring but it is better way to talk by themselves There are too many complaints could mean they are lazy or devoted, how you think? People have to look back yourself first, then they have to talk with supervisor about their problem It is the way we solve it Sorry, I want to comeback at cause of fatigue, how you think about entitlement? I think it is about human resource, quite top-level management We not have enough staffs to handle so we have to limit our day off and annual leave Naturally, we get tired when we work without rest But you think entitlement is the cause leading to fatigue? No, I not agree I have seen that some supervisors have not taken their annual leave for a long time, it is quite bad situation, how you think? how about at your level? I compare 14 days for annual leave with the rest of the year, the annual leave could does not make any sense for long day working, the importance is how we arrange our timetable every day to limit level of fatigue 55 TIEU LUAN MOI download : skknchat@gmail.com Nam An Nam Shift arrangement relate to staff’s ability, staff’s level, how you think that uniformity of level will minimize your fatigue? Yes, it is very appropriate, it is very ideal for uniformity because we need long time, staff’s ability to upgrade level Uniformity mean cover each other easily, it would be wonderful for this stage Ok, thank you for all sharing today! Interview 02AM, 09 AUG 2017 Tan Son Nhat International Airport, Tan Binh District, Ho Chi Minh City Interviewee Mrs Doan Pham Thao Lan – Supervisor Hi Mrs Lan, today I would like to discuss with you about fatigue of Nam employees at WB group of SAGS Before we go on this topic, could you introduce yourself alittle bit? I’m Doan Pham Thao Lan, i’m a supervisor of WB group at SAGS I Lan have work for SAGS for more 10 years Thank you, before we go on interview, this discussion will be recorded, Nam the information between us could be anonymous so I hope you feel free completely to sharing your opinion There are some questions about fatigued symptoms Could you show me how you feel in the morning after waking up in common? I feel sleepy and want to sleep more Lan Is it the same or difference every day? Nam It depends on my shift, it would be better if I did not work the day Lan before In case I worked the previous day, I would be sleepy in the next morning Could you tell me how many hours you spend on sleeping from joining Nam SAGS, in average? About hours Lan Have you ever had a nap during your shift? in 15-30 second? Nam Rarely Lan Have you used energy drinks or coffee during your shift? Nam I often drink Redbull Lan Have you ever felt that you get angry during your shift easily? Nam Recently, I get angry easier if something happens unexpectedly Lan Time Place 56 TIEU LUAN MOI download : skknchat@gmail.com Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam How you feel after your shift? I feel tired, I want to lay down What you often after your shift? I had family so I take care my child, household chores I had asked you about potential fatigue symptoms, you think you have fatigue symptoms like sleepy, stress, not alertness, distraction from joining SAGS I have, it has to have! How you think about your staff, have they had any fatigue symptoms? Job require shift work so I think they also have fatigue symptoms People work in noon, evening and night would suffer fatigued more than who work in the morning If your staffs are fatigued, or once you get fatigue, what cause you think? Shift work and overload would lead fatigue, shift work mess circadian clock up Any reason else? High work demand, it would be better in a low season In high season, staff have done many flights because of lack of personnel and flight increasing That lead to the fatigue Delay flights make overtime, it could be a reason What you think? I agree, employees could be in idle mode during delay flights but they still work in the office therefore time would last longer and make they tired There are opinions about imbalance effort – reward, how you think? I think that’s right If they spend effort on their work but received unworthy reward, they would feed unhappy You are also on managerial level How you think about this imbalance? Any solution for balancing? I’m at lowest managerial level so I could not anything, it needs higher level’s action But you are the person who monitor during a shift? I try to share workload equally at my level, but recognition and reward need higher level’s decision I think in your level, you have right to recommend or give advices for top manager to balancing effort – reward, don’t you? 57 TIEU LUAN MOI download : skknchat@gmail.com Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Yah I had given some advices and notices but I think it have not made sense for them Have you received good support from your co-worker when you overtime or have double flights during your shift? Yes, my group have a good support spirit Is it the same among your group, you think somebody are enthusiastic and somebody are not? I think they all have good support spirit but sometime, their abilities are not allowed for full support The next question, somebody mentioned that the cause of fatigue come from shift arrangement, too many early morning shift, too many splitted shift for example You are the roster designator How you think? I think it is right, I arrange schedule by manual so I could not avoid mistakes Once schedule release, people should take a look and notice me if any inappropriate There are two conflicted thinking that people complete their flights even overtime as devotion for his job compare to people leave company on time, find the way to swap flight as lazy type, what you think? I not agree both side of thinking If flights are delayed in short time within hour, I would ask their help if too many flights In case the flight delayed more than hour, it should be in charge by others What happen if others are also busy with their flights? For this situation, the overtime would be calculated for the next shift Could you compare about fatigue at your frontline level and managerial level? There are many frontline employees so they could take a trip or take a day off easier than managerial level For example, frontline employees could have one night shift per week, meanwhile supervisor have to work 2-3 night shift per week, Moreover, supervisor could little flights but they load sheet for bigger jet People suffer different kind of fatigue so it is hard to compare Could you compare fatigue level in different staff level, between 1st and 2nd level, as you have done right now, you are in charge of wide body aircraft as level 2? Example going to outside parking bay and sitting at office? 58 TIEU LUAN MOI download : skknchat@gmail.com Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lan Nam Lam Nam Lan Nam Lan Nam Lan Nam At level 2, it is higher work demand For level 1, it could drain your stamina but it is simple and less processes, less calculation, less concentration, quick turnaround You mentioned about swap shift in managerial level, 2-3 night shift per week How about your entitlement? It is a huge impact, I have not taken annual leave for years Does it make your fatigue level become worse? Yes, I agree Have you think about any solution for this? I have but it still does not work Could you share with me? I could take a new job but it depends too much things Adding more supervisors for substitution, we are also waiting maternity leave The situation would be better From given causes of fatigue in our group, what crucial reason of fatigue situation you think? It is about lack of personnel and lack of entitlement Have you feel any impact of given causes in your work? I think that uncomfortable feeling and thinking are negative about work continuously How about consequences of each cause like shift work, overtime and imbalance effort – reward Could you explain more? For example, imbalance effort – reward will lead negative thinking among group, overtime lead attitude change Some people change their mind in devotion after one year, their enthusiasm is decreasing Of course, they change from learning new things to compare among group Imbalance have a negative impact on enthusiasm, they would not spend more effort in their work Become lazier Could you manage your shift well? could you know all actions of your staff? I could not manage all stuffs, it depends on my flights on this day It is hard for multitask I need help from others About entitlement, shift arrangement relates to staff’s ability, staff’s level, how you think that uniformity of level will minimize your fatigue? 59 TIEU LUAN MOI download : skknchat@gmail.com Lan Nam Lan Nam Lan Nam I agree with you about that, I arrange schedule base on ability criteria Some people can all kind of flights so they are very flexible, meanwhile someone else only some flights, their shift option have been limited They all want to any kind of flight, uniformity of level will bring a good covering for whole group At their level, are there any plan and processes for upgrading staff’s ability? We are in lack of personnel situation so somebody have to take care Vietjet carrier mainly for other’s upgrading processes We not have much time for on job training, it is also required experienced supervisor for training As a supervisor, I really want you all any flight for ideal covering The last question for you You said that you scheduling manually Are there any warning function on this file, like too short break time warning? I use excel file currently, it only has non-duplicate in same day and day off warning There is no warning function for short rest break time between shifts Thanks for your sharing! Interview 12:30PM, 14 AUG 2017 Time Nu Coffee, Bach Dang Str, Tan Binh District, Ho Chi Minh City Place Interviewee Mr Tran Thuong Hong – Former staff Hi Mr Hong, today I would like to discuss with you about fatigue of Nam employees at WB group of SAGS Before we go on this topic, could you introduce yourself a little bit? Hi Nam I had worked with you for a year, I’m Hong, I work at WB Lan group for one and a half years at SAGS How long have you left the company? Nam months Hong Thank you, before we go on interview, this discussion will be recorded, Nam the information between us could be anonymous Do you have any problem with that? No problem Hong 60 TIEU LUAN MOI download : skknchat@gmail.com Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam I hope you feel free completely to sharing your opinion Comeback when you worked for SAGS, could you show me how you feel in the morning after waking up in common? I feel tired at the beginning, it was better when I adapted to the job However, it was always tired in the morning Could you tell me how many hours you spend on sleeping from joining SAGS and from leaving SAGS, in average? About hours when I had worked and more for now Have you ever had a nap during your shift? in 15-30 second? Yes, I had had Have you used energy drinks or coffee during your shift? Sometimes, I drank kind of drinks How you feel after your shift? I feel tired, I want to go home immediately Did you think you have fatigue symptoms like sleepy, stress, not alertness, distraction from joining SAGS How about your colleagues? I had those symptoms, it is the same with my colleagues because workload per staff was not different too much What cause of fatigue did you think? Let me think, I suppose that heavy workload, job demand high concentration and accuracy Heavy workload? is it the same between seasons and days? Yah, it is quite different Beside workload and high concentration What you think about shift work as a cause? I agree, my body have to change to adapt Moreover, fatigue’s reason could be working environment For example, we move from office to outside field lead to temperature changing, from 25 Celsius degree to over 30 Celsius degree than 25 Celsius degree in aircraft cabin in short time will make we in trouble It is nature of job, right How you think about the overtime due to delay flights? It happened frequently, we waited for the leaving time but delay will last longer and it make fatigue level increasing, we had to work with lowest energy How you think if company have a policy for overtime by bonus? how about overtime policy at SAGS? 61 TIEU LUAN MOI download : skknchat@gmail.com Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong Nam Hong I think it should be more attention for overtime during shift, if staff did not get any help and support for overtime, it would lead to frustrated and angry There are opinions about imbalance effort – reward, about unequal among employees There are two conflicted thinking that people complete their flights even overtime as devotion for his job compare to people leave company on time, find the way to swap flight as lazy type, what you think? I usually kept my flights, we all feel tired equally I did not want to give them more fatigue I accepted overtime as what I should Have you received good support from your co-worker when you overtime or have double flights during your shift? Yes, it had but just a little bit As I said, job is high pressure so people try to focus on their own stuffs more than others Thank you The next idea is entitlement, you think entitlement as a cause of fatigue, how about your entitlement during worked for SAGS? The entitlement in weight and balance SAGS is stuck year after year, it still has not a way to solve It was one of reasons make me quit the job It was unequal and not transparent among employees, it should be published from the beginning of the year, it should be priority for people who had plan earlier instead of sudden occasion It was quite hard because of human resource, we are always in lack of personnel So how could you take a long day off during worked for SAGS ? I asked for help from my colleagues, I could borrow their weekly day off than pay back I could also ensure 48 working hours per week in short time by double shifts to have more continuous day off From given causes of fatigue in our group, what crucial reason of fatigue situation you think? It would be nature of job, we worked continuously so we did not have enough time for rest break Second, I did not feel supporting, helping How about your feeling, lack of supporting in scheduling or working processes? I did not feel any help and supporting from supervisors about my fatigue and pressure that I had suffered My devotion could not make sense 62 TIEU LUAN MOI download : skknchat@gmail.com Nam Hong Nam Hong Nam Hong Nam compare to when I made mistakes It was huge impact on my quit decision How about consequences of each cause? During the time at SAGS, I felt tire sometimes, I also expected annual leave or long recreation time after high seasons However, I still worked as before instead of my expectation Is it frustration? I was told that we did not have annual leave here at beginning, I also have seen that only sudden occasion could be annual leave like wedding or funeral, I had not seen any exception In your opinion, does shift work make any sense? It is not important with me, it bring some positive points for me Thanks for your sharing! Findings Shift work Khoa Too many splitted shifts or early morning could lead high level of fatigue Short rest break time is also a reason for fatigue Lam Not mention Phuoc Time could be inappropriate arrangement, inappropriate recreation and shift break, lacking of recovery energy The recreation time between shift is very important, it decrease time for sleep, it narrow down our time for activities Too much time for work An Working shift, circadian rhythm could be complex unlike normal people Rotating form morning, noon and night makes lack of sleep hour Lan Job require shift work so I think they also have fatigue symptoms People work in noon, evening and night would suffer fatigued more than who work in the morning Shift work mess circadian clock up Hong Shift work is not important with me, it bring some positive points for me 63 TIEU LUAN MOI download : skknchat@gmail.com Effort and reward Khoa I have not seen policy for overtime yet, our group could not solve this one Staffs would be frustrated because of imbalance effort and reward, work motivation could be faded Lam At managerial level, we would pick candidates for training and promoting as a recognition for your devotion, we have paid attention during whole process, we try to find different ways to recognize your devotion Reward like incentive or recognition for your overtime related to company’s policy Salary budget is fixed for each group, there are the losing side and gain side Phuoc There is no overtime policy Overtime seem not to be an official recognition Fatigue relate to health, bonus as reward just only a part of pay back Health is more important, but overtime policy should deploy and have to deploy An Their effort in overtime have not received any reward or recognition, it might be right but It also depend on different views about feeling of overtime so I think it is not enough to confirm it is a cause of fatigue Lan Staffs spend effort on their work but received unworthy reward, they would feed unhappy Recognition and reward need higher level’s decision Hong It should be more attention for overtime during shift, if staff did not get any help and support for overtime, it would lead to frustrated and angry My devotion could not make sense compare to when I made mistakes 64 TIEU LUAN MOI download : skknchat@gmail.com Entitlement Khoa Not mention Lam Entitlement issue is quite pressing and sensitive, I could not go further because of company’s policy and human resource plan We have tried to recruit more to able ensure fully entitlements It is a long time I not have a long day off or a long trip In my point, I try to keep equality, I cannot take my entitlement unless my staffs have one At managerial level, if we want to take long day off, we better training our staffs to able to replace us temporary, it is our responsibility Phuoc Rest break is not enough We have not received annual leave fully, we have to work continuously I saw company had recruitment plan in order to annual leave An We not have enough staffs to handle so we have to limit our day off and annual leave Naturally, we get tired when we work without rest But I not agree entitlement as a cause lead to fatigue The importance is how we arrange our timetable every day to limit level of fatigue Lan Entitlement is a huge impact, I have not taken annual leave for years Adding more supervisors for substitution, we are also waiting maternity leave Hong The entitlement in weight and balance SAGS is stuck year after year, it still has not a way to solve Annual leave was quite hard because of human resource, we are always in lack of personnel 65 TIEU LUAN MOI download : skknchat@gmail.com Reference James Mc The impact of shift work on health [Internet] 2016 January 11 [cited 2017 July 28] Available from: http://www.medicalnewstoday.com/articles/288310.php International Transport Workers’ Federation Stressed and Fatigued on the Ground and in the Sky [Internet] 2009 [cited 2017 July] Available from: http://unhealthywork.org/wpcontent/uploads/Published_ITF_Stress_and_Fatigue_Study_Report-1.pdf Jansen NWH, Van Amelsvoort LGPM, Kristensen TS, etal Work schedules and fatigue: a prospective cohort study Occup Environ Med 2003 06;60 Kris Tr Proceeding of Fatigue Management Approaches Symposium 2016 of ICAO, April 5-6, 2016: Fatigue, Risk, Assessment Uniting Aviation: ICAO Available from: https://www.icao.int/Meetings/fmas/Documents/Presentations/Kris%20Tritschler_ %20Fatigue.Risk.Assessment.pdf#search=fatigue%20definition International Civil Aviation Organization International Standards and Recommended Practices ANNEX Fatigue Management [Internet] 2011 [cited 2017 August] Available from: https://www.icao.int/safety/fatiguemanagement/Fatigue%20Management%20Docs /FM_Annex%206%20Pt1.pdf#search=fatigue%20definition Stress and Mental Fatigue Guidelines [document on the Internet] University of Otago ; 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