216 www. bus- ex. com JANUARY 10 Today, the company- with $ 30 million in revenues- operates out of airports in 21 cities in 13 states. In addition to cargo handling, JetStream also is involved in ramp handling and passenger service operations, as well as aircraft appearance services, including cleaning the exteriors and interiors of clients' planes. " We began to identify many more opportunities in these segments than in cargo handling," Desnoyers says. " And because we made a decision early on to diversify the services we offer to our airline customers, we began pursuing these segments aggressively." Desnoyers attributes the very quick growth of JetStream to challenges within the airline industry, particularly within the last five years, to cut costs. As a result, airlines have looked to outsourcing those operations that JetStream now handles so they can focus on their core competency, which is providing a safe and efficient way for passengers to travel. When they were handling their own cargo operations, airlines had large gaps in employee productivity. For example, the airline might be in a city with only five flights a day and three hours apart, so there were many hours that employees didn't have anything to do other than wait for another of the airline's flights to arrive. But employees can be a lot more productive by working multiple flights: first a United flight, then a Continental flight, followed by a US Airways flight, for example. So the industry moved to this model, which has been an incredibly quick- paced outsourcing environment for about four years now. The company is experiencing continued growth in its aircraft appearance program, which manages an airline's aircraft cleaning schedule. JetStream offers a variety of programs, some as simple as cleaning the planes on a daily basis as they move through the system. It also offers specialized services like carpet extraction and cockpit maintenance. JetStream has successfully introduced this service segment into larger hub environments. " We are currently in two hub markets- one in Denver, Colorado, and one in Charlotte, North Carolina," says Desnoyers. " I envision us building on our existing customer base as we develop a one- source approach to our customers' outsourcing requirements. We can come to them as a solutions provider that they can turn to for all their aircraft cleaning requirements systemwide. So instead of them having 15 different companies cleaning their aircraft, we can be that one source to manage their aircraft in the majority of their locations, which can result in consistency of service." Ramp handling and passenger service functions traditionally were the domain of airlines. Today, these services are vital segments of JetStream's business model. It loads the aircraft with passengers' luggage, unloads the aircraft, and does all the ground operations required around the aircraft, which includes lavatory servicing, water servicing and marshalling aircraft in and out of the gate areas. The company also greets and processes airline passengers at airport ticket counters. In fact, the integration of JetStream employees into airline operations is so seamless that the perception is that the employees are those of the airline. This doesn't occur by happenstance. The company invests heavily in training programs for its employees, who are carefully screened before they are hired. " Our goal is to provide consistency in our training programs, so we've developed internal training procedures that have been automated," explains Ann Leal, manager of training and compliance. She says industry procedures are extremely complicated, with a lot of content that JetStream has "" In our business, success is all about time management and getting employees into and off aircraft as expeditiously as possible, because those aircraft need to be in the air; you want them on the ground for as little time as possible"
that will utilize technology advancing video analytics, which will facilitate work groups processing aircraft. " This can help us manage our work groups more efficiently," Leal reports. " A big part of our success is being able to quickly identify where our work groups are and where they need to be." Currently, work groups use a radio system, which works but has its share of problems. " For instance, it doesn't let a front- line manager know where work groups are immediately," explains Leal. " The manager might know where they need to be, but he or she doesn't necessarily know when they are coming off an aircraft. By having this software, we can immediately know where a work group needs to be, and we can dispatch them more effectively. In our business, success is all about time management and getting employees into and off aircraft as expeditiously as possible, because those aircraft need to be in the air; you want them on the ground for as little time as possible." JetStream Ground Services, Inc. JANUARY 10 www. bus- ex. com 217 simplified in order to deliver a quicker learning curve to its employees so they are prepared to handle customer interfaces more successfully. JetStream is embarking on a new initiative for 2010 Grainger is an industry leader in maintenance, repair and operating ( MRO) products. Grainger provides JetStream Ground Services MRO products to help keep their air transportation facilities moving. As a proud supplier partner, we share common values on serving our customers with on- time service delivery through a continuous improvement culture. We look forward to continuing our partnership with JetStream. Grainger