Introduction
Company background
Saigon Ground Services 26 (SAGS), a subsidiary of the Airports Corporation of Vietnam (ACV), is the premier ground handling company in Vietnam, providing comprehensive ground services to a wide array of international and domestic airlines at Tan Son Nhat International Airport (SGN), the nation's largest and busiest airport Since expanding its operations to Da Nang International Airport in May 2015 and Cam Ranh International Airport in July 2016, SAGS continues to enhance its service offerings across the country.
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.
Company structure
Source: http://sags.vn/About-Us/Organization-Chart/
Figure 1: Saigon Ground Services JSC Organization structure
Source: Made by Author based on SAGS’s data
Figure 2: Ground operation department structure of Saigon Ground Services JSC
The Weight and Balance group, part of the Ground Operation Department, plays a crucial role in ensuring the accuracy of passenger, baggage, and cargo weights They are responsible for preparing load sheets that inform the captain and the airline's load control center, thereby enhancing the safety and efficiency of flight operations.
The Weight and Balance Loading operations are integral to the service level agreements of all airlines serviced by SAGS, with the Loading group specifically handling international and cargo flights The Operations group coordinates both international and domestic flights, ensuring smooth logistics The aviation industry is characterized by shift work, with the Weight and Balance group operating on fourteen shifts, the Operations group on nineteen shifts, and the Loading group on twelve shifts to effectively manage flight handling.
This study focuses on the Weight and Balance group due to its distinctive characteristics and essential role in various flight operations The group's appropriate organizational size facilitates access to secondary sources and the collection of primary data Additionally, there are three skill levels for Weight and Balance staff, starting from entry-level positions.
1) focuses on narrow body aircraft, level 2 is on wide body aircraft and level 3 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
Fatigue in service and aviation industry
The aviation industry operates around the clock, necessitating shift work to ensure continuous task completion, much like the railway and healthcare sectors Fatigue is a prevalent issue among workers in these industries, with shift work being a significant contributor to this condition Fatigue manifests in various forms, primarily through heightened sleepiness and diminished alertness.
A 2009 report by the International Transport Workers' Federation revealed that 46% of aviation workers reported fatigue as a significant issue, with 35% indicating that many workers experience burnout However, over half of the respondents noted that only some workers felt this way The report highlighted that fatigue symptoms were prevalent among various occupational groups, particularly cabin crew, ground staff, and air traffic service workers Notably, more than 50% of ground staff reported feeling tired in the morning, and a similar proportion experienced exhaustion at the end of their workday.
Fatigue, identified as a critical issue by ICAO, is defined as a physiological condition that diminishes mental and physical performance This state arises from factors such as sleep deprivation, prolonged wakefulness, circadian rhythms, and workload, which can significantly affect an individual's alertness and capacity to carry out safety-related operational responsibilities.
Fatigue in Weight and balance group of ground operation department
In the initial phase of data collection, 11 employees were surveyed regarding their fatigue symptoms through a series of brief questions focused on the quality and quantity of their fatigue, as assessed by healthcare professionals Employees reported feeling sleepy, tired, and experiencing headaches in the morning, with their feelings varying based on the type of shift and duration of sleep After completing their shifts, many employees expressed similar feelings of tiredness and a desire to leave immediately Additionally, over half of the respondents indicated that they frequently relied on caffeine or energy drinks to cope during their shifts.
To objectively measure fatigue levels, visual analogue scales were utilized by employees after completing their shifts While the results may be limited in quantity due to the author's work schedule, this scale serves as a valuable tool for healthcare professionals in assessing fatigue The following table is derived from the scale results, the Sags Management Information System (SMIS), and the Weight Balance Group's weekly schedule.
Table 1: Data of fatigue measurement
Name Date Shift type Measure
Nguyen Cong Tri 21jul Splitted 0 1.5
Nguyen Anh Tung 21jul 9am 7.3
Nguyen Hoang Phuoc 22jul 7am 8
Nguyen Huu Minh Nhat 22jul 9am 3.8
Tran Manh Hung 21jul 7am 7.5
Source: Created by Author based on visuak analogue sacles 9 , SMIS and weekly schedule
All figures above show that fatigue at weight and balance group exists by given evidence and statistic.
Problem identification
Effort – reward imbalance
According to the International Transport Workers' Federation's 2009 statistics, there is a clear connection between effort and reward in the workplace Effort encompasses heavy workloads, responsibilities, and overtime, while rewards include respect from supervisors, fair treatment, support, salary, and promotion prospects The Effort-Reward Imbalance (ERI) model by Siegrist & Weber (1986), referenced in N van Vegchel's research, illustrates the demands placed on employees versus the occupational rewards provided by employers, such as monetary compensation, esteem, and career advancement This model highlights that an imbalance between effort and reward can lead to sustained stress, exemplified by the experience of working diligently without receiving adequate appreciation.
Mr Luong Nguyen Minh Khoa acknowledged that overtime work is a frequent occurrence, yet he noted the absence of reward policies, making it challenging to address He expressed concerns about the imbalance between the responsibilities he bears for his flights and the compensation he receives, which could result in feelings of frustration.
Mr Nguyen Hoang Phuoc expressed his contentment with his current salary; however, he feels that there is a lack of official recognition for his overtime efforts He noted that working overtime has become a job characteristic, leading to an imbalance where he dedicates excessive time to work at the expense of his personal life, resulting in fatigue.
Mr Nguyen Van Lam, the deputy manager, emphasizes his commitment to ensuring employees leave their shifts on time He acknowledges the company's policy against overtime pay but highlights that management values employee contributions by offering training and promotion opportunities as a form of recognition.
Shift working exhausted
Rotating shifts significantly disrupt workers' sleep-wake cycles, leading to poor sleep quality and potential insulin resistance, as highlighted by James McIntosh on Medical News Today The National Sleep Foundation reports that shift workers often experience severe sleep disturbances and excessive sleepiness, along with symptoms like indigestion, irritability, and decreased concentration A 2009 report from the International Transport Workers' Federation further emphasizes that shift work increases the risk of fatigue, with rotating schedules being particularly detrimental as they prevent the body from adapting to a consistent rhythm.
Mr Le Hoang An, a five-year employee at SAGS, highlights that one primary cause of fatigue is the irregularity of shift work He explains that constantly rotating between morning, noon, and night shifts disrupts his circadian rhythm, resulting in insufficient sleep and increased tiredness.
Mr Luong Nguyen Minh Khoa, a frontline employee, expressed that his current role at SAGS has left him feeling more fatigued compared to his previous job He attributed this exhaustion to disruptions in his circadian rhythm, exacerbated by closely scheduled shifts, frequent early morning duties, and split shifts.
Rest break between shifts are not enough as one of the reason according to Mr Nguyen Hoang Phuoc as well.
Annual leave shortage
According to Shelagh Goodwin, general manager of human resources at Media24, taking time off is crucial for overall well-being Research indicates that adequate rest periods not only enhance wellness but also lower stress levels and boost productivity.
Dr Colinda Linde, a clinical psychologist, emphasizes the importance of taking annual leave to prevent mental and physical burnout She likens humans to devices that require an idle or hibernate function; being in 'work' mode constantly leads to inefficiency, exhaustion, and mood changes, such as increased sensitivity and reactivity Supporting this view, research from the University of Otago in 2006 highlights that encouraging annual leave is an effective strategy for managing work-related stressors.
Mr Nguyen Van Lam - Deputy manager of group stated that:
Beside fatigue from personal health or family status, work characteristic is quite pressure, employee could not have fully entitlement, especially annual leave
Mrs Doan Pham Thao Lan, a supervisor with a decade of experience, has not taken an official long leave in recent years due to a shortage of colleagues at her level compared to frontline employees.
Mr Nguyen Thuong Hong, a former employee, highlighted that unresolved annual leave entitlements contribute to workplace fatigue He expressed that the ongoing issues with annual leave were a significant factor in his decision to leave the job, noting the existing inequalities and lack of clarity among staff within the same department and across different departments.
Problem validation
An in-depth analysis involving interviews with six respondents, including managers, frontline employees, and former staff, along with data from the SAGS management information system, highlights that shift arrangements significantly contribute to workplace fatigue within the weight and balance group at SAGS To address this issue effectively, it is essential for weight and balance supervisors to enhance and innovate the weekly schedule arrangement tools.
The issue of annual leave cannot be resolved quickly due to several factors, including a long-term human resource strategy and clearly defined skill levels as part of company policy Employees must progress through three distinct skill levels, which requires significant time Additionally, a mismatch between management levels and skill levels, often due to varying managerial abilities and organizational structure, leads to a shortage of management personnel, making it challenging for staff to take annual leave Furthermore, covering excessive shifts for colleagues on extended leave is not a viable solution.
Mr Nguyen Van Lam – Deputy manager stated:
Taking annual leave should be equal for everybody, if managers want to take annual leave, they have to focus on training frontline employees to enable cover management stuffs
Frontline employees often overlook annual leave shortages as a cause of fatigue, likely due to their high numbers and lack of management oversight Official long leave can be compensated for by colleagues, while informal arrangements allow workers to take unofficial leave by reciprocating help later.
Mr Luong Nguyen Minh Khoa highlighted the issue of effort-reward imbalance, noting the absence of monetary compensation for overtime work Additionally, Mr Nguyen Van Lam pointed out that while changes are possible, any overtime pay must be accommodated within the predetermined salary budget for each group.
The effectiveness of monetary rewards hinges on meaningful appraisals, as highlighted by Mr Nguyen Hoang Phuoc, who expressed satisfaction with his current salary but emphasized the need for official recognition through career advancement and training opportunities to address overtime issues However, these forms of recognition often remain unseen by employees and can take years to lead to promotions To tackle these challenges, implementing clear appraisal criteria, a robust working time monitoring system, and a well-structured reward budget could be beneficial, though these solutions are complex and require time to execute.
Shift work fatigue is increasingly becoming a significant issue in the workplace, primarily due to insufficient rest breaks between shifts For instance, employees who finish their shift at 10 PM are often required to start a new shift at 6 AM the following day, which fails to meet the recommended 12-hour rest period Mrs Doan Pham Thao Lan, responsible for creating the weekly schedule, acknowledged that limited recreation time is often dictated by flight schedules and the employees' responsibilities regarding flight quantity She also encouraged employees to communicate any concerns they may have regarding their schedules.
The manual Excel tool lacks a warning feature for minimum recreation time between shifts, highlighting a significant flaw in the weekly schedule builder Additionally, there is a notable imbalance in shift assignments, with some employees working up to 30 more night hours than their peers at the same level Mr Luong Nguyen Minh Khoa points out that an excess of early morning shifts can lead to fatigue and sleepiness The author observes that certain employees are assigned numerous early morning and split shifts, contributing to the overall imbalance in the weekly schedule.
Mr Nguyen Hoang Phuoc also confirmed: “Schedule and rest break between shift arrangement are unreasonable therefore it is not enough time for recreation and stamina recovery.”
Shift work fatigue is a significant concern in the aviation industry, particularly among employees in the weight and balance group While workers acknowledge the nature of their field, they identify shift scheduling as a primary source of exhaustion Improving shift arrangements can be achieved without incurring additional costs or complicated approval processes Therefore, enhancing the weekly scheduling system with more integrated functions is essential for better management of fatigue in the workforce.
Cause validation
Shift work is recognized as a significant issue affecting weight and balance, as highlighted in earlier analyses Factors contributing to the challenges of shift work include an uneven shift arrangement, the nature of the job, and individual circadian rhythms.
Shift work is a key aspect of the aviation industry, which demands high levels of accuracy, punctuality, and alertness With continuous operations and the challenges posed by adverse weather conditions, various carriers operate flights from hundreds of countries, offering a range of time options to accommodate non-sleep schedules.
Shift work is essential for maintaining performance in jobs that require handling ability, but it can lead to significant fatigue among employees A report from the International Transport Workers’ Federation highlights that physical labor and irregular hours are major contributors to workplace fatigue While it's challenging to eliminate the exhaustion associated with shift work, employees have the right to choose to stay or leave if they feel overworked Saigon Ground Service Company recognizes that non-standard hours lead to high turnover, evidenced by their need to recruit five times and hire over 20 new employees Despite acknowledging the exhausting nature of shift work, employees understand that these irregular hours are an inherent aspect of the job that cannot be changed.
Non-standard working hours disrupt the circadian rhythms of shift workers, leading to significant health issues According to James Mc in an article for Medical News Today, these workers face challenges from overnight shifts and consecutive rotating schedules, which limit their sleep opportunities As a result, an individual's circadian clock is crucial in determining the severity of fatigue experienced in shift work, influencing overall well-being.
Mr Le Hoang An mentioned:
Cause of fatigue might be my time table My weird circadian clock began long time ago
Mr Nguyen Hoang Phuoc also compare his life one year after joining SAGS, he said:
It could be my attitude, from enthusiasm and devotion at beginning, now I learn to relax and I do not spend much time for company’s stuff to avoid overload
Shift work can lead to exhaustion, but individual habits and routines play a significant role in fatigue levels According to Carla V, as cited by Jame Mc, shift work is associated with behavioral and lifestyle factors that increase the risk of chronic diseases Shift workers often struggle to engage in outdoor activities due to their constantly changing schedules, making it challenging to maintain healthy habits consistently.
Mr Le Hoang An also said:
My fatigue symptoms do not relate to his job, it came from my weird time table.
Mr Nguyen Van Lam confirmed that he has not played any sport or joined any outdoor activities because he was lazy, job traits and circadian clock were not mentioned
In contrast, other people try to maintain positive physically like Mr Nguyen Hoang
I worked out at home Sometimes, I played football after I had finished work
In short, employees take full responsibility on their health, their behavioral and lifestyle factors are the key to avoid fatigue, not the company
According to a report from the International Transport Workers’ Federation, regular rest breaks are essential for recuperation and fatigue prevention The report highlights ineffective work organization as a contributing factor, noting that imbalanced shift arrangements lead to insufficient rest and recreation time, inappropriate shift rotations, and inequitable distribution of shifts among employees All employees expressed concerns regarding the current shift arrangements.
Mr Luong Nguyen Minh Khoa said:
Too many splitted shifts or early morning could lead high level of fatigue, Short rest break time is also a reason for fatigue
The New Zealand Department of Labor recommends minimizing early morning shifts, advising against work schedules that begin before 6 am However, the earliest shift for Weight and Balance in SAGS starts at 5 am, highlighting a need for careful consideration of shift arrangements.
The International Transport Workers' Federation's report emphasizes the importance of regular rest breaks and recreation time between shifts, stating that these breaks are essential for recuperating from strenuous work and preventing fatigue.
As Mr Nguyen Hoang Phuoc mentioned:
Mainly, time could be inappropriate arrangement, inappropriate recreation and shift break, lacking of recovery energy
Mr Le Hoang An said:
I think shift arrangement as a cause of fatigue is acceptable argument, shifts have been arranged quite close
Due to weekly scheduling, the roster designator typically organizes shifts using an Excel file, which is then released on the weekend However, this manual arrangement often leads to inefficiencies and inaccuracies Mrs Doan Pham Thao Lan, the roster designator, highlighted these challenges.
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
Current scheduling tools fail to notify designators about recreation time and the imbalance between day and night shifts for individuals, which may contribute to employee complaints Additionally, manual scheduling is susceptible to human error, making it challenging to manage roster arrangements for over twenty individuals effectively.
Mrs Doan Pham Thao Lan also admitted that:
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
This study concerns that simple scheduling file is making low productivity, imbalance situation and ineffective operation Shift can be missed because supervisor rearranges schedule without any announcement
In summary, the causes of shift work exhaustion can be categorized into subjective and objective factors Job characteristics represent objective causes that are beyond the control of employees However, individuals can manage their personal circadian rhythms, and by fostering a better work-life balance and adopting healthy habits, they can reduce shift work fatigue Additionally, imbalanced shift arrangements are a subjective factor where organizations play a crucial role in mitigating exhaustion Therefore, addressing imbalanced shift scheduling may be the most effective strategy for organizations to lower fatigue levels among shift workers.
Alternative solutions
First alternative solution: Software application
The Department of Labor New Zealand emphasizes that shift work should be structured based on operational and legal requirements, along with the commitment of senior management and the responsibilities of both employers and employees Shift builders must adhere to specific guidelines for roster arrangements, including minimizing night shifts, ensuring at least 11 hours of rest between shifts (preferably 12), rotating shifts in a clockwise manner, providing a minimum of two full nights of recovery after two consecutive night shifts, and avoiding work schedules that require starting before 6 am.
Managing a roster with over 20 employees can be overwhelming, as highlighted by Mrs Doan Pham Thao Lan's experience with manual scheduling in Excel She acknowledges the need for feedback when scheduling issues arise Fortunately, many software solutions offer simplified and automated planning features, real-time notifications, and multi-platform accessibility to streamline the scheduling process.
The roster designator establishes a set of criteria for software to follow, including roster arrangement policies, operational needs, and skill requirements This software processes these conditions for over 20 individuals to generate a weekly schedule, ensuring that no employee starts their shift before 5 AM more than once a week or four times a month Additionally, it maximizes recreation time to comply with labor laws, allowing up to 12 hours between shifts The scheduling output aims to equalize total day and night shift hours among employees, while prioritizing criteria that minimize fatigue.
Software solutions enable employees to access their schedules seamlessly across devices, from computers to smartphones, eliminating the need for hardcopy rosters With specialized roster software, employees receive instant notifications for any schedule changes, ensuring they never miss important updates buried in countless emails Additionally, all actions, from booking to automatic schedule generation, are recorded, making this digital approach more efficient and equitable compared to traditional manual scheduling methods.
According to PCMAG 17 , trusted technology magazine, reporter point out several functions to evaluate the best employee scheduling & shift planning
- Platform availability (PC, iOS, Android)
- Open application programming interface (API) allow user edit code to modify guidance and condition Creating criteria for scheduling automatically
- User interfaces: the way to use application, booking shift, generating schedule
- News feed or group announcements automatically
Product Deputy Shiftboard Humanity When I work Ximble
Figure 5: The Best Employee Scheduling & Shift Planning Software of 2017 17
Deputy 18 , this software seems to take advantage because of provided functions, lowest price per month and editor’s rating, the table below would show detail costs
Table 2: Estimated cost for scheduling & shift planning software
1 Softwares starter 363.000/year/user 560.000/year/user (20 user minimum)
2 Additional function + 755.000/year/user to upgrade enterprise level version (highest)
+ 1.118.000/year/user to upgrade enterprise version
Source: Created by Author base on Deputy 18 and Humanity 19
The author highlights that numerous free scheduling software options are available, suggesting that organizations should initially explore these platforms to assess their specific needs Recommended free tools include ABC Roster, Google Sheets, Google Calendar, and Sling Ultimately, it is essential for all employees to invest time in becoming familiar with any chosen software, as it will serve as the primary scheduling tool.
Second alternative solution: Erasing level barrier
Shiftboard 23 guide their customer that ‘you must understand what you need before you can fill those needs Since everything is based on the master schedule, this is one of the most important steps to get right.’ Because of difference in both skill and level, therefore roster designator has to determine the resources needed for each role by shift duration base on some criteria 25 such as employee’s areas of expertise, level of work experience, regional/country experience, health condition, technical skill, managerial skill Therefore, it could be say beyond any doubt that roster designator has less option when considering employee’s skill with shift needs to combine senior employees with junior employees, different levels employees or work experience An article on shift-work 24 webpage show the way to help roster designator out by uniformity, rotating shift have to create their own advantage include employees take equal turns at covering the undesirable shift, employees rotate through their turn on day shift Schedule creator have more time on ensuring legal policy, company policy, employee’s expectation, keep balance rotating shift more than operational needs
Skill requirements encompass employees' qualifications, abilities, and certifications Airlines implement varying policies, often necessitating only qualified personnel to manage flight operations Consequently, creating a weekly schedule based on employees' capabilities is essential, as acknowledged by Mrs Lan.
Some people can do all kind of flights so they are very flexible, meanwhile someone else only do some filghts, their shift option would be limited
Mrs Doan Pham Thao Lan also said:
Frontline employees enjoy greater flexibility in taking time off compared to managerial staff, as they typically have fewer night shifts For instance, while frontline workers may only be required to work one night shift per week, supervisors often face a more demanding schedule with two to three night shifts weekly.
Obviously, uniformity of frontline level makes a plenty of choice for their shift, meanwhile the shortage of higher level employees reduces their options
- Skill needs are balanced on every shift
- All employees are given equal number of day shift and night shift
- Managing employees shift trade easily
According to the Weight and Balance group's manpower and SAGS's policy, achieving an official level upgrade requires three years of extensive work experience and a comprehensive list of certifications The disparity in experience and the necessity for numerous training courses make it difficult to expedite level advancements Additionally, on-the-job training poses a challenge for consistency, as supervisors and senior staff must monitor trainees closely while managing their own flight responsibilities Trainees need to be assigned to specific flights with their mentors for an extended period to gain the skills necessary for independent operation Ultimately, the uniformity of levels affects salary budget predictions, as illustrated in the accompanying table based on SAGS's current salary policy.
- Errors: wrong flight messages, missing processes, unexpected situation
- Time to gain equal experience
- Equal ability conflict with different pay level
Table 3: Estimated cost for level change
Personnel Level Salary base (.VND) Level Salary base (.VND)
Source: Created by Author base on SAGS’s data
Third alternative solution: Flexible shift
The Workcover New South Wales Health and Safety guide highlights that shift work can consist of six 8-hour shifts or four 12-hour shifts per week, giving employees the option to select a schedule that allows for an extra day off A 48-hour continuous rest period is often more beneficial than a 24-hour rest, providing employees with uninterrupted time for leisure activities Research by Williams C indicates that flexible work schedules enhance work-life balance and help alleviate work-related stress, accommodating personal commitments such as children's school events and appointments However, there are notable differences in time-use patterns between shift workers and daytime employees; for instance, shift workers typically spend less time with their spouses but may spend more time with their children, particularly night shift workers This suggests that while standard hour workers desire shift options for personal errands and childcare, shift workers value stability, preferring consistent days off to engage in social activities and sports, as noted by Mr Nguyen Van Lam.
For shift workers, flexibility is essential, allowing them to have consistent schedule options rather than facing daily changes The term "flex-time" is more fitting, as it describes a work arrangement where employees can select their start and finish times while adhering to an agreed number of hours each week or month This approach not only enhances work-life balance but also improves overall job satisfaction.
- Decrease workload for roster designator
- Employees aren’t given equal exposure to day shift or night shift
- Non-standard working hour for fixed shift
Shift Fixed option for weekly Day off available
Utilizing software applications for scheduling is an optimal solution for the Weigh and Balance group of SAGS, as it helps prevent imbalanced rotating shifts and facilitates effective shift arrangements Developers offer a variety of software options, ranging from free to millions of VND per month per user A comparative analysis of benefits and costs demonstrates that software applications provide distinct advantages and are a suitable method for enhancing shift management.
Technology simplifies scheduling by automating the generation of employee rosters, eliminating the need for manual considerations of shift requirements, employee mixing for optimal performance, and balancing recreation time This allows scheduling personnel to focus on reviewing weekly schedules and adjusting software conditions for flight changes or seasonal shifts Real-time notifications ensure that employees are promptly informed of any schedule updates through a unified system accessible via PC, mobile, or website, significantly reducing the risk of missed information compared to traditional paper schedules, which rely on manual communication methods like phone calls and emails.
Flex-time scheduling can be efficiently managed through direct booking methods Employees in the Weight and Balance group utilize a hard-copy calendar, email, or Viber messages to request their preferred shifts Each week, a substantial list of day-off and shift requests accumulates, requiring the roster designer to organize these without prioritization In contrast, a software application streamlines this process by enabling employees to book their shifts with a priority queue, ensuring that personal requests are considered after job requirements This system promotes transparency and fairness, allowing early bookings to benefit those who plan ahead.
Developers offer a wide range of free software options for scheduling, including popular tools like ABC Roster, Excel, Google Calendar, SAGS Mail Calendar, and Google Sheets According to recommendations from the PCMAG website, choosing a free application is an ideal starting point for learning and adapting to new tools Utilizing software instead of traditional methods eliminates the need for company or department approval, regardless of proven effectiveness, streamlining processes and reducing complexity This approach helps bypass bureaucratic hurdles while enhancing productivity and efficiency.
Implementation
When selecting scheduling software, it is essential to compare it with alternative solutions to ensure the best fit for the Weight and Balance group Implementing software can significantly enhance shift arrangements and reduce the workload for roster designers, making it a priority to deploy as soon as possible While traditional scheduling methods remain viable, the advantages of software applications, such as improved efficiency and organization, are noteworthy The initial step for the Weight and Balance group should involve using trial versions of various providers, allowing them to familiarize themselves with the software and evaluate its functionalities before making a final decision.
Base on the research results, Weight and balance group of SAGS should notice
- All employees are requested to join scheduling process The purpose of this action is testing all functions of software, to ensure it works and feasible
To enhance the onboarding process for current roster designators, employee support is essential in familiarizing them with various software applications By testing different software across multiple platforms, this collaboration will help distribute the workload during the trial phase, in addition to managing daily and weekly responsibilities effectively.
When evaluating products, it's essential to carefully weigh the functions against their prices, as the multitude of features can lead to confusion Ultimately, decisions should focus on weight and balance; any paid functions must justify their costs to avoid escalating company expenses.
The deployment of scheduling software is scheduled to begin in March 2018, following the high season that lasts from November until the Vietnamese Tet holiday The final decision on the implementation will take approximately three months, with detailed actions outlined in the accompanying table.
Table 5: Organization action plan for applying Software in shift arrangement
To pick 3 potential softwares stand for criteria
Supervisor, Deputy manager, Supporting employees x
Learning how to use softwares, advantage functions
Supervisor, Deputy manager, supporting employees x
To measure the effectiveness and efficiency in reality All employees x x x x
Writing report To provide informative source for evaluation
Supervisor, Deputy manager, supporting employees x
Pointing out pros and cons of each software
To apply for long term and replace traditional way
Considering operation needs and company’s budget x
Conclusion
In the aviation industry, shift work is inherent to the job, leading to chronic fatigue among employees due to rotating shifts and disrupted circadian rhythms Reports indicate that staff in the Weight and Balance group at Saigon Ground Services JSC are particularly affected by fatigue, highlighting the critical role of shift arrangements in managing employee well-being To mitigate the adverse effects of fatigue, it is essential for shift management practices to be enhanced at the managerial level This study, titled “Fatigue and Shift Arrangement in the Weight and Balance Group of Saigon Ground Services JSC,” aims to explore these issues in depth.
Previous reports and seminars by government organizations and the International Civil Aviation Organization (ICAO) have highlighted the issue of fatigue in the aviation industry Additionally, primary data collected from employees at the Weight and Balance group of SAGS has further substantiated these findings.
Shift work-related fatigue is a significant issue, often stemming from an imbalance between effort and reward, as well as a lack of annual leave Employees frequently express concerns that the exhaustion associated with shift work and the specifics of shift arrangements are critical problems affecting their well-being, as highlighted by various studies.
Several solutions have been evaluated to enhance shift arrangements, focusing on their benefits and costs Ultimately, implementing scheduling software appears to be the most effective option for the weight and balance team of SAGS, offering a modern alternative to traditional methods.
An action plan has been established for the SAGS organization to enhance shift arrangements within the weight and balance group, as well as other groups Due to time and resource limitations, this study faced constraints that hindered the ability to gather a larger sample size and examine a broader range of literature, potentially impacting the conclusions drawn Future research should focus on collecting emotional data through long-term care surveys and increasing sample sizes by selecting relevant candidates Additionally, it is essential to assess the effectiveness of each proposed solution by comparing results from long-term care surveys in subsequent studies.
Supporting information
This study employed both secondary and primary data sources Secondary data was gathered from credible resources, including prior research available on academic websites, documents from government organizations, seminar papers, reputable journals, and statistics from the SAGS system Primary data was obtained through qualitative research methods, specifically in-depth interviews and the use of a visual analogue scale.
Name Gender Occupation Work experience
Nguyen Van Lam Male Deputy Manager 10 years
Doan Pham Thao Lan Female Supervisor 10 years
Le Hoang An Male Staff 5 years
Nguyen Hoang Phuoc Male Staff 1 year
Luong Nguyen Minh Khoa Male Staff 1 year
Tran Thuong Hong Male Former 2 year
- Greeting o Introduce about topic: fatigue at weight balance group o Interviewer introduces o Discussion could be anonymous, conversation will be recorder and I hope you totally free to share
How do you typically feel each morning after waking up? Is your energy level consistent, or does it vary daily? On average, how many hours do you sleep? Have you ever taken a short nap during work, lasting anywhere from 30 seconds to 2 minutes? Do you consume caffeinated drinks during your shift, and if so, how frequently? Do you find yourself getting angry at work, and in what situations does this occur? Lastly, how do you feel after finishing your shift, and what activities do you engage in once you leave the office?
- Main o Do you feel any fatigue symptoms (sleepy, tired, etc) about yourself? about your co-workers? o In your opinion, what reasons make employee’s fatigue?
▪ Probe: what reasons can be fixed and what cannot? What reason is the most important? Do you have any recommendation to fix?
In examining the reasons behind workplace delays and fatigue, several factors emerge, including the demanding nature of tasks that can be repetitive and uncreative, as well as external influences like weather conditions An imbalance between reward and effort, coupled with entitlement issues related to overtime and annual leave policies, can exacerbate feelings of fatigue Support from co-workers plays a crucial role in alleviating stress, and comparing fatigue levels across different jobs can provide insight into employee well-being For supervisors, understanding employee concerns regarding shift and flight arrangements, personnel shortages, and overtime compensation is essential The distinction between fatigue stemming from dedication versus perceived laziness is also noteworthy, as employees may choose to follow their own flight schedules out of commitment, despite the fatigue it incurs, while seeking help to leave on time may be viewed as a lack of initiative Finally, comparing fatigue levels across management and staff reveals varying degrees of exhaustion, highlighting the need for balance in workload and support systems.
- Closing o Giving some example about fatigue’s consequence o Thinking about consequences of given reasons o Thank for supporting and coordination in sharing
Shift work, particularly three-shift systems, significantly increases employee fatigue, as highlighted by Jansen NWH et al., who noted that such work schedules lead to sustained higher fatigue levels over time According to Rosa’s report, fatigue is influenced by various factors including total hours worked, shift timing, the number of shifts before rest days, and the amount of rest taken during and between shifts Additionally, the Maastricht Cohort Study on Fatigue at Work emphasizes that the need for recovery is also affected by job characteristics like psychological and physical demands The International Transport Workers’ Federation further stresses the importance of regular rest breaks to combat fatigue; however, civil aviation workers often struggle to take these breaks due to heavy workloads and poor organizational practices.
Research by Van Yperen et al highlights the connection between effort-reward imbalance and employee fatigue, suggesting that individual goal orientation plays a crucial role in how employees perceive job demands While some may experience fatigue yet remain satisfied with their jobs under heavy workloads, others may feel both fatigue and dissatisfaction The study indicates that exhaustion mediates the impact of job demands on job satisfaction Additionally, Natasja van Vegchel et al describe efforts as job demands imposed on employees, while occupational rewards from employers include financial compensation, esteem, and job security The Effort-Reward Imbalance (ERI) Model posits that a high-effort, low-reward work environment leads to a deficit in reciprocity, resulting in sustained strain reactions This imbalance is exemplified by the stress of hard work without recognition Furthermore, employees with high over-commitment are likely to experience increased strain reactions in response to ERI compared to their less over-committed counterparts.
Figure 6: Original ERI Model 8 (Siegrist, 1996)
Figure 7: Current ERI Model 8 (Siegrist, 1999)
Paid leave benefits significantly enhance health-related outcomes, as noted by Wilson FA et al., and longer work breaks, such as paid annual leave, are crucial for helping employees balance their professional and personal lives, according to Skinner Woolcot (2002) highlighted that neglecting annual leave can lead to a diminished appreciation for holidays, which are essential for re-energizing and managing life's pressures Etzion emphasized that employees who utilize their leave tend to be more productive and experience lower levels of workplace stress Furthermore, Van Dijk et al (2003), as cited by Roelen CA, pointed out that fatigue can stem from overwhelming work demands and domestic responsibilities, persisting when recovery opportunities are limited Henderson et al., also cited in Roelen CA, noted that long-term sickness absence often results from severe health issues or prolonged fatigue, impairing an employee's ability to function and forcing them to remain off work.
Place Tan Son Nhat International Airport, Tan Binh District, Ho Chi Minh
Interviewee Mr Luong Nguyen Minh Khoa – Staff
Nam Hi Khoa, today I would like to discuss with you about fatigue of employees at WB section of SAGS Could you introduce yourself a little bit?
Luong Nguyen Minh Khoa, known as Khoa My, serves as a level 1 load controller in the WB section at SAGS Like many of my colleagues, I often feel fatigued due to the demands of shift work and irregular hours.
Nam How you feel in the morning after waking up in common?
Khoa It depends, there are some shifts start from 5am, 6am in the morning and
Shift arrangements, such as working at 1 PM or 3 PM in the afternoon and then transitioning to 6 PM or 10 PM at night, can significantly impact employee fatigue A 6 PM shift today often leads to a 1 PM shift the following day, which can disrupt sleep patterns Additionally, frequent split shifts or early morning starts can contribute to heightened levels of exhaustion Short rest breaks further exacerbate this issue; for instance, a shift ending at 3 PM followed by a 5 AM start the next day can be particularly draining, especially if finding a swap is not possible.
Nam Could you tell me how many hours you spend on sleeping, in average?
Nam Have you ever had a nap during your shift? in 30 second or 2 minutes?
I often feel sleepy when my schedule shifts from 6 PM today to 1 PM tomorrow The lack of sleep leads me to take a nap, but I always strive to maintain my alertness.
Nam Have you used energy drinks or coffee during your shift?
Khoa Frequently, I have to start my shift with a cup of coffee, it became my habit
Nam How do you feel after your shift?
Khoa Tired, I just want to go home and sleep
Nam It was the same or different each day, each shift?
Khoa Depend on shift, it would be better with shift form 8am or 9am meanwhile Night shift would be worse
Nam Before joining to SAGS, what kind of job have you done?
Khoa I had a job with standard working hour From joining SAGS, it took time to me adapt shift work
Nam Could you compare about both side, about fatigue level?
Khoa It was worse from joining SAGS, rotating shift makes my circadian rhythm up therefore I got tired
Nam Are there any fatigue’s reason else, as you know that shift work is nature of job?
Inadequate scheduling and flight arrangements can lead to passenger fatigue, exacerbated by irregular flight patterns The weight and balance team is currently understaffed, resulting in employees managing more flights than usual Additionally, an increase in nighttime flights due to delays contributes to prolonged waiting times, causing the body to oscillate between activation and idleness, ultimately leading to increased fatigue.
Nam Is it about physically or mentally?
Nam Any fatigue’s reason else?
Nam How about working environment, outside?
Sunlight and rain can contribute to my fatigue, but the primary cause is my inappropriate schedule The challenges of rotating shifts, an excessive number of split shifts, and early morning starts leave me feeling exhausted Additionally, poor collaboration at work adds to my tiredness.
Nam Have you received good support from your co-worker, your supervisors during your shift?
In challenging situations where unexpected circumstances arise, having support is invaluable Currently, my team is facing a personnel shortage, which necessitates that I tackle these issues independently.
Nam From given reasons, what do you think the most crucial?
Khoa Overtime, I could work from 3pm to 11pm then I spent 1 more hour for delay flight, it makes me really exhausted
Nam Any policy for overtime, bonus for example?
Khoa I have not seen yet, our group could not solve this one, nobody could predict delay flight and shortage personnel make me stay to complete my flights
Nam In case of overtime, anyone help you, have you noticed your supervisors or you have to do by yourself
After notifying my supervisor, they promptly sought an alternative flight for me to ensure I could leave on time Occasionally, they requested my assistance with overtime due to staffing shortages While my colleagues were available to cover for me, they were also managing numerous flights themselves.
Nam Could you pick one reason that makes the fatigue mainly?
Khoa Overtime due to delay flight
Nam In your opinion, do you think overtime policy could improve your fatigue level?
Implementing a policy that encourages individuals to invest more effort can lead to rewards, enhancing motivation Conversely, without such policies, individuals may feel frustrated by the lack of balance between their efforts and the rewards received, potentially diminishing their work motivation, especially in the context of managing flight delays.
Nam How do you think about your work, is it hard, does it require skills? Do you want to do in your own way or just follow constant precesses
Khoa This job require work in processes, you can find some tips to make your work smooth However, it is important to follow processes of every single flight
The nature of your job can significantly influence your motivation Have you noticed how completing tasks in your own way, rather than strictly following processes, impacts your sense of fulfillment? This personal approach may enhance your job satisfaction and drive.