Discussion questions (Heizer, 2017, p. 303-304):
1. Prepare a flowchart of the process a passenger’s bag follows from kiosk to
destination carousel. Include the exception process for the TSA opening of selected
bags.
...
Discussion questions (Heizer, 2017, p. 303-304):
1. Prepare a flowchart of the process a passenger’s bag follows from kiosk to
destination carousel. Include the exception process for the TSA opening of selected
bags.
See attached process map. Note that the process categorizes all bags with transfer time of
greater than 30 minutes but less than 60 minutes as “hot” priority due to ambiguity within the
text.
2. What other processes can an airline examine? Why is each important?
Alaska airlines has the ability to build a state of the art company, using the latest
technology, yielding the highest customer satisfaction. Because of this fact, there is no operations
or functional processes that they should not examine. We know they are above average in
customer satisfaction, using technology to their advantage, and other various production
3. How does the kiosk alter the check-in process?
The kiosk alters the check-in process by moving the ticketing and tagging process to the
customer. Passengers check in at kiosks, tag their own bag with barcode stickers, and then
deliver them to customer service personnel waiting for them at the carousel. By shifting this
process to the customer, Alaska Airlines is of course implying their customer is competent and
trustworthy enough to get through the check in process, but by doing this it also reduces a
fraction of the workforce cost for the company.
4. What metrics (quantifiable measures) are needed to track baggage?
In order for an airline to correctly track baggage and ensure it ends up on the correct
flight, there are considerations or metrics to think about, including; Height, weight, length,
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