Developing a broader view
11 years ago, Duncan Chan was just a green graduate in engineering. And all he wanted was to become an engineer at Hactl. While still a university student, he had already worked in Hactl’s engineering department as a summer intern; so, after graduation, he naturally joined Hactl as an Engineering Trainee.
However, once in Hactl’s engineering department (Operation Services), he was soon confronted with opportunities to work in different departments, ultimately becoming involved in service delivery and transformation projects. Today, Duncan is no longer an engineer; he is a Ground Services Assistant Manager, involved in every aspect of the business on the ramp and in the terminal.
"Working in the engineering department was really interesting,” he begins. “As SuperTerminal 1 operates round the clock, all kinds of machinery and equipment run into issues from time to time. Whenever a problem popped up, our team rushed to the scene and did everything possible to fix it. The whole problem-solving process brought us a huge sense of accomplishment."
“I knew the CSS (Container Storage System) and BSS (Box Storage System) were important systems for Hactl, and I knew how to repair them. But how to operate them was a different matter. And how is cargo transported from the aircraft to the storage systems? In the engineering department, I only had a partial understanding of the systems’ operation, but I had a strong desire to learn more."
In 2013, his boss proposed him as a member of the Project Transform taskforce (fore-runner of Hactl’s renowned Performance Enhancement team). Full of enthusiasm, Duncan decided to give it a try. The taskforce comprised co-workers from departments such as Information Services, Service Delivery, and Commercial and Business Development. Together, they studied the project plan developed by the company, shared their views as specialists, and proffered solutions.
“The New Truck Flow Management system we use today is one example of our ideas put into practice. We put our heads together to design a set of solutions: colleagues from the Commercial and Business Development Department thought about the costs, while colleagues from Service Delivery considered the compatibility of the measures with cargo loading and unloading processes. As the representative from engineering, I had to think about how to support the project with technology and equipment.”
His experience on the Project Transform taskforce broadened Duncan's outlook: "I learned about the concerns of different departments, and built up a full picture of the company’s operations. My view is no longer restricted to the field of engineering.”