Airlines Analytics Crew management Organizational design Global

Crew Control Optimization and Organizational Redesign for a Major International Carrier

Crew Control departments analyzed across cockpit, cabin, and ground operations

Reduced

Irregular operations costs through root cause diagnosis and process improvement

Board-level

Recommendation on new organizational structure and governance model

The challenge

A major international carrier was experiencing rising crew-related costs driven by irregular operations, inefficient crew utilization, and fragmented control processes across its cockpit and cabin crew departments. The airline lacked visibility into root causes of crew instability and had no consistent framework for measuring crew control performance or identifying improvement opportunities.

The existing organizational structure had evolved organically over many years, resulting in overlapping responsibilities, inconsistent processes between crew groups, and limited coordination between crew control, crew planning, and operations control. Management recognized the need for both operational improvements and a structural redesign, but lacked the analytical foundation to make evidence-based decisions.

M2P was engaged to conduct a comprehensive diagnostic of crew control operations, build an analytical model to quantify inefficiencies and their cost impact, identify specific improvement opportunities, and deliver a board-ready recommendation for organizational redesign.

Our approach

Diagnostic — activity tracking

Conducted detailed activity tracking across all crew control departments over multiple operational cycles, capturing task volumes, response times, handoff patterns, and workload distribution.

Analytics — workload modelling

Built analytical models to quantify crew instability costs, map workload peaks and troughs, and benchmark staffing levels against operational demand patterns.

Analysis — improvement identification

Identified specific process, technology, and coordination improvements that could reduce irregular operations costs and improve crew utilization efficiency.

Recommendation — org redesign

Developed a new organizational structure and governance model for crew control, with clear role definitions, KPI frameworks, and implementation roadmap for board approval.

Outcomes

Root cause diagnosis

Identified and quantified the specific drivers of crew instability and irregular operations costs, replacing assumptions with data-driven insights for management decision-making.

Reduced irregular operations cost

Delivered targeted process and coordination improvements that reduced crew-related irregular operations costs through better anticipation, faster response, and improved handoff protocols.

Board-ready recommendation

Presented a fully documented organizational redesign proposal with clear role definitions, KPI governance, staffing model, and phased implementation plan approved at board level.

Services delivered

Analytics & Modelling Business Redesign & Transformation Crew analytics Workload modelling Organizational design Activity tracking Benchmarking

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