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Transcript

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Materials Needed

Computer with internet access

Google Sheets for data collection

Business process mapping tool

(e.g., Lucidchart, draw.io, Visio etc.)

Worksheet

You'll need the worksheet to complete this module and submit your work!The workbook is available to fill in alongside the steps, you'll just need to download it once you've answered everything

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Preparation Task (20 minutes)

Research Task (40 minutes)

Analysis Task (30 minutes)

Create Task (30 minutes)

As a reminder, below are the steps we're going to take in order to complete the simulation. There will be timers on each step, but this is simply there for guidance and there is no pressure to finish before or after the time is up!

If you're ready, click the 'Next' button below to get going!

Document and Present (15 minutes)

Reflection Task (10 minutes)

Expected Outcome

Simulation

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You are a Process Improvement Specialist working for a major commercial airline, such as Ryanair. It’s your job to analyse and optimise processes to enhance performance, reduce costs and improve the overall passenger experience. Today, you’ve been asked to review one specific process.Objective: Understand the check-in process for passengers. Task:

Preparation task (10 minutes):

Step one: gather information. Focusing on the check-in process for passengers, conduct your own research on:

  • Online and mobile check-in
  • Airport check-in
  • Baggage handling
  • Verification

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Step two: define scope and objectives. Identify the scope of the current process and the objectives of your business process improvement effort.

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You’ll need to detail all the steps included in the check-in process using information you can find online, or through other resources. Then, define your objectives, whether that’s minimising baggage mishandling rates or improving customer satisfaction. You may want to use real-life complaints or reviews to inform your objectives.

Input your dataon the next page

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Preparation task (10 minutes):

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It’s important to thoroughly understand the process you are reviewing, including the stages, tasks, roles and decisions involved. This provides your foundation for identifying areas of improvement and optimising efficiency at Ryanair.Objective: Conduct research on the current check-in process and gather insights. Task: Step one: research. Gather information on the current check-in process at your airline to understand the steps taken, the staff involved and how they perform their tasks. This could include employees, managers or directors. Step two: document. Appropriately document the stages, tasks, roles and decisions involved in the current process. Reminder: throughout this task, you’re acting as a real Process Improvement Specialist, so detail who you might consult and how you might gather information, like you would in the workplace.

Research task (40 minutes):

Input your dataon the next page

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Research task (40 minutes):

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Analysis task (15 minutes):

Step one: identify issues. Based on the current process, break down any inefficiencies, bottlenecks or redundant steps in the current process.

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Now that you’re familiar with the check-in process, it’s your job as a Process Improvement Specialist to understand any limitations in the process. This is a key task that’s going to contribute to enhanced overall efficiency.Objective: Critically analyse the existing process. Task:

Step two: identify opportunities. Look for areas where the process could be simplified, automation could be implemented, or decision making could be improved.

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Step three: document observations. Document your findings in an appropriate manner for further reference.

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As a reminder, you’re looking for: Inefficiencies: activities or steps within the process that consume more resources than necessary to achieve the desired output. Bottlenecks: points in a process where the flow of work is impeded, leading to delays and reduced efficiency. Redundant steps: activities or tasks in a process that are duplicated, unnecessary or fail to contribute to the final outcome.

Input your dataon the next page

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Analysis task (15 minutes):

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Create task (30 minutes):

Next, you’re tasked with designing an optimised check-in process that streamlines operations, reduces waste and enhances decision making, while still accommodating all required roles and tasks.Objective: Use a process mapping tool to create a future state process map. Task:

Step one: use the tool. Open a process mapping tool, such as Lucidchart, to create a visual representation of the future state process.Step two: incorporate improvements. Integrate your identified improvements while ensuring the necessary steps are included. Step three: assign roles. Clearly define who is responsible for each task or decision in the new process. Step four: define information flow. Ensure data or information moves efficiently between tasks and roles.

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If you’re unfamiliar with process mapping tools, we recommend using Lucidchart, Draw.io or Visio. You can find these here, along with some guidance on how to use these tools:

Visio

Draw.io

Lucidchart

Guidance

Guidance

Guidance

Input your dataon the next page

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Create task (30 minutes):

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Document and Present (15 minutes):

As a Process Improvement Specialist, you’ll need to collaborate and communicate with the different functions within your organisation. You need to create a concise presentation that clearly communicates your findings.Objective: Document your process evaluation.Task:

Step one: create a presentation addressing the following points:

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  • Outline the existing airline check-in process
  • Highlight the identified inefficiencies
  • Explain and justify the new streamlined process you have created
  • Use screenshots from your process mapping tool (using Lucidchart, Draw.io or Viseo) to visually represent the changes

Input your dataon the next page

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Document and Present (15 minutes):

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Reflection task (10 minutes):

Finally, reflect on the insights gained from the process mapping task. This is important for your development as a Process Improvement Specialist, allowing you to identify the challenges you encountered and strategies for overcoming them in the future.Objective: Reflect on your decisions throughout this task and their importance for process improvement. Task:

Step one: answer the following questions:

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  • What have you learnt throughout the process mapping exercise?
  • What are the real-world impacts of such process improvements? Consider the employees who perform them and overall business performance
  • What challenges did you face and how could you better tackle them next time around?

Input your dataon the next page

You can write your answers into the workbook on the next page.

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Reflection task (10 minutes):

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Simulation

Expected outcome

You will have created a future state process map and a corresponding presentation, providing you with practical experience in identifying business process improvements. This experience in process mapping and improvement will reinforce this crucial skill for any role in process improvement or operations management.

Expected Outcome

Well done for completing the simulation! In the next section you will upload your research.

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