Quintero Hayashi is the president of RSA ground the division of Rising Sun Airlines responsible for servicing its planes at airports across Japan RSA flights are more frequent than ever before but the ground crews are struggling to clean check restock and refill the planes fast enough to keep up the ideal turn time is 12 minutes the average time be seen minutes today Ken is expected to present the board with a proposal should they hire more workers or with the existing workers be more efficient with better supervision or perhaps there's a more cost-effective technical solution but for Ken the real problem is that nobody in this room understands the workers perspective that's why he went undercover a week ago as a member of the ground crew to see for himself why his employees aren't meeting the ideal turndown [Music] masquerading is one of many recent hires his first assignment was cleaning planes at Narita International Airport clearing seed packages wiping food trays and vacuuming sees with his six-member team he helps turn a Boeing 787 in 18 minutes during their break 10 meets Toshi we joined the crew a month ago it gets better you learn how to do it faster and I never as fast as the manager once is the manager we won't see her till this afternoon ladies stop watch overseas another crew in the morning ladies stop watch that's what we call her she shouts up the time to help us keep pace we can turn a half-full 787 and 12 minutes for just the six of us can't clean a whole 747 that quickly it's not possible so the crew needs to be bigger yeah especially for the bigger planes but it won't be my problem much longer why is that this was the only job I could find when I moved to Tokyo I'm not exactly trying to make a career out of it not like Namur over there Kent Moses over as he approaches Naboo oh he's an older man and the crew seems to regard him as an expert these turns are tough I was working as fast as I could and it still took me 18 minutes I was done with the bathrooms and eight people could go faster the more experienced people do but fewer of us are around now ken knows attrition rates have risen in the past year and lots of temporary workers have been hired to pick up the slack but like Toshi they never stay long why have you stayed this is the only job I know how to do and I'm good at it the manager says I'm the only one she trusts with the toilets what's your secret there are tricks but they aren't in the manual if you're still here next week I might let you in on one or two the other crew average 16 minute turn times let's see if we can get you down to that as the crew turns plane after plane ladies stopwatch points out the best cleaner on each turn the person who finishes the fastest and with the fewest mistakes the bula wins most often ken keeps working hard and their turn time improves by a few minutes but he doesn't think the competition makes much of a difference to his teammates and some of them seemed annoyed by ladies stopwatch five minutes finish strong you cleaned planes for four days well I believe that what you saw confirms what I've been saying all along we need to hire more crewmembers and give them better training and higher wages let's make sure our Toshi's learn the ropes quickly and our nobuo stay with us know what ken observed is that the teams perform best when they are fully coordinated stop watches and competitions are terrific ideas we need to hire more managers and ensure stronger oversight of the teams but you're both talking about a huge budget increase we've made promises to our shareholders why not use technology to achieve the same result make a one-time investment in wearable tracking devices to monitor employee performance and knows none of these suggestions are quite right he thought his undercover boss experiment would give him new ideas for reducing turn time but the only one he'd had so far was to clone Naboo Oh aren't there any more creative less costly ways to solve this problem [Music] you