Summary
The focus of this case was on a remote check-in service for airports, which was focused on applying the concept of lean philosophy to the customer experience. Examining the consumer experience in the context of lean philosophy, it was important to understand expectations, map the value stream, and create an efficient flow of processes that would not create errors or bottlenecks, undermining the concept of using a remote check-in service (Al-Dhaheri & Kang, 2015). Significant empirical and anecdotal data indicates the difficulties and stress that traditional check-ins create in addition to elements such as overproduction of services, wait for time, inventory, and transportation issues. The objective of the research examined the practicality of lean philosophy in creating flow while eliminating waste in the airport customer experience through the use of remote check-ins.
Knowledge/Application Area
Adjusting the check-in flow at the airport can be viewed as fitting within the process management area of performance. Lean philosophy is a change to the process flow, meant to reduce waste and increase speed in any given context or industry. It is one of the most recognized approaches to improving process flow, particularly in manufacturing. It challenges managers since it provokes the consideration of what is critical and what is not, reaching the ultimate objective of perfection that no longer faces quality problems, waste, or value being pulled. Lean management consists of five key principles: value, value streams, flow, pull, and perfection (Leite & Vieira, 2015). Customer check-in at airports is a complex but well-established process. It can only be modified through comprehensive process change such as a remote check-in driven by the lean management mindset. That is why this area of knowledge/application is most fitting as it directly addresses the process flow.
Methodology
The most fitting methodology for the remote check-in service would be optimization modeling and solution techniques. While information technology does play a significant role in the process of remote check-ins, it is not ultimately the technology that contributes to the efficiency but rather an optimized process. Managers and planners seek to improve the design and performance of the complex system and flow of passengers in an airport with the desired objective of lean management, reducing waste, and improving efficiency. Optimization modeling, methods, and solution techniques are the value that is used at high levels of system performance and design to eliminate irrelevant options and identify viable system designs and operating policies (Loucks & Van Beek, 2017). Before implementing major changes on such a large scale, managers would have to model the most optimal outcomes and flow of customers based on data to ensure effectiveness, practicality, and lack of inconsistencies.
Planning Level
Since the airport check-in is a process-based element, the most fitting planning level for this case would be operational. Going back to the foundation that this is a process management aspect, it is operational planning which seeks to tie strategic objectives to tactical ones. In this case, it links the long-term objective of improving efficiency and reducing costs and waste, improving the functioning of the airport to short-term tactical changes made to the check-in system that regulates flow. Operational planning addresses the concepts of where an enterprise is currently and where it wants to be in terms of goals and then discusses how to reach that point and how it can be measured. It describes the conditions for success and implements the strategic plan into operation within the given period (Mateljak & Mihanović, 2016).
References
- Al-Dhaheri, A., & Kang, P. S. (2015) Using lean philosophy to improve passenger departure flow in Abu Dhabi Airport. International Journal of Scientific & Engineering Research, 6(7), 955-961.
- Leite, H. D. R., & Vieira, G. E. (2015). Lean philosophy and its applications in the service industry: A review of the current knowledge. Production, 25(3), 529-541.
- Loucks D.P., & van Beek E. (2017). An introduction to optimization models and methods. In: Water resource systems planning and management. Springer, Cham
- Mateljak, Ž., & Mihanović, D. (2016). Operational planning level of development in production enterprises in the machine building industry and its impact on the effectiveness of production. Economic Research, 29(1), 325–342.