SITA

Background

SITA is a multinational information technology company providing IT and telecommunication services to the air transport industry. The company provides its services to around 400 members and 2,800 customers worldwide which it claims is about 90% of the world’s airline business. Enigma are contracted to provide reception and post room services to their offices in the United Kingdom and Northern Ireland.

Client Issue

When Enigma began providing services, it was found that there was a disfunction between the post room and reception services staff that Enigma had TUPE’ed. Enigma looked at the services provided and found that staff we had inherited, were extremely set in their ways and very territorial. As an example, if the reception was busy and the receptionists could not handle the volume (extremely rare), post room staff were not prepared to get involved and subsequently the client suffered. At the same time if post room staff were absent, reception staff were not prepared to come in to ensure that the service to the client was seamless.

There was also significant back biting between departments and staff would run to the client management to ‘defend’ their corner.
The site at Hayes also underwent significant refurbishment and the client’s need changed as their business changed. Reception and Post Room needed to adapt to these changes.

Solution

A full assessment of all staff, both Post Room and Reception staff, was undertaken. All the staff’s roles were redefined, and relevant training programs were created. All staff were trained to undertake both roles and it was ensured that their capabilities met the client’s requirements at all times.

• Flexibility was incorporated into every staff members’ role to ensure full cover was provided and that staff did not become ’territorial’ over their specific roles. Staff that did not meet what was required or were not prepared to change were moved onto other Enigma sites.
• A clear reporting line was defined, and this was managed strictly, no longer was the client having to deal with staff disputes or issues.
• Process and procedures were revised or created where non existent.
• Electronic solutions were implemented where applicable.

Benefits to the client

The client benefited from improved service levels and a more efficient service. No-longer did the client have issues in busy periods as staff were able to step in due to being multi-role trained. The new processes and procedures created a more efficient method of operating and were complemented by the new electronic systems and software used. Accountability was central to all operations.

Enigma were so successful that we were awarded SITA’s other premises in the UK and Northern Ireland.