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Transcript

Preparation Task (20 minutes)

Research Task (40 minutes)

Analysis Task (30 minutes)

Create Task (30 minutes)

Hear from a professional in this role to see how they might approach this task.The following pages are a detailed model answer for the work simulation on Business, geared towards a student interested in becoming a Process Improvement Specialist.

Document and Present (15 minutes)

Reflection Task (10 minutes)

Expected Outcome

Model Answer

Model answer

PREPaRAtion task

Preparation Task

Objectives:

  • Reduce check-in time for passengers.
  • Reduce process cost
  • Improve accuracy in passenger information processing.
  • Enhance overall passenger satisfaction during the check-in experience.

Focus Area: The check-in process for Ryanair passengers, covering both online and airport check-in options.Scope: The project will cover all steps from initiating check-in to receiving a boarding pass, including interactions with staff and systems.

research task

Model answer

Preparation Task

Documented Stages:

Research the Current Process:

  • Conducted online research to gather information about Ryanair's check-in process.
  • Where possible, interview staff members at the airport, including check-in agents and customer service representatives, to understand their roles and tasks.

Online Check-In

Mobile Check-In

Airport Check-In

Baggage Handling

Verification

Analysis Task

Analysis Task

Identified Inefficiencies:

Bottlenecks

Automation Opportunities

Redundant Steps

Model answer

Create Task

Create Task

Utilise a process mapping tool (Lucidchart) to create a visual representation of the improved check-in process. Incorporated identified improvements:

  • Online Check-In: Simplified form requiring minimal input, enhancing user experience.
  • Self-Service Kiosks: Increased availability at airports to reduce queues.
  • Baggage Drop Automation: Streamlined baggage handling by allowing automated baggage drop-off.
Map Elements: Clearly labeled roles, tasks, decision points, and the flow of information.

View the Future State Process Map

Model answer

Document and Present

Presentation Preparation

View the model answer

Developed a concise presentation using PowerPoint.Included:

  • Overview of the current Ryanair check-in process.
  • Detailed analysis of identified inefficiencies.
  • Screenshots of the future state process map to illustrate proposed changes.

Model answer

Reflection Task

Reflect on the Process

Model answer

The simulation highlighted the importance of addressing inefficiencies, such as long wait times and redundant steps, to improve operational efficiency and customer satisfaction. Automation, like self-service kiosks and baggage drop, could enhance check-in processes and shift employee roles towards higher-value tasks. While these changes can reduce costs and improve business performance, challenges such as integrating digital and physical processes, ensuring compliance, and managing passenger adaptation require careful planning. Going forward, I would engage more stakeholders early, focus on passenger feedback, and develop a strong change management plan to ensure smooth implementation.

Expected outcome

You have completed the simulation, and reflected on the experts model answers. Next we'll cover the learning outcomes!

Well done!

Model answer

Online Check-In: Opens 48 hours before the scheduled flight, and closes two hours before departure.Passengers can check in through the Ryanair website. They need to enter their booking details and can print their boarding passes or save them digitally.

Bottlenecks: Long wait times at airport check-in counters due to high passenger volumes, especially during peak travel times. Passengers may rely on airport check-in counters due to a lack of familiarity with digital options. Limited staff availability during busy hours may contribute to the situation, leading to poor customer experiences. External factors outside of Ryanair’s control, for example interference with airport gates, infrastructure issues, conflicts with airport authorities may also contribute to this poor customer experience.

Automation Opportunities: Limited use of self-service kiosks, which could expedite the check-in process. Kiosks allow passengers to check in, pay for additional baggage and print boarding passes without the need for staff assistance. However, many passengers may be unaware or hesitant to use them, due to unfamiliarity. Increasing presence of self-service kiosks and enhancing their visibility and user-friendliness, through readily available instructions, may lead to reduced queues at check-in counters and smoother check-in experience.

Baggage Handling: Passengers indicate whether they have checked baggage. Self-service baggage drop kiosks are sometimes available, designed for quicker processing.

Redundant Steps: Repeated confirmations of passenger details in both online and airport check-in processes, leading to frustration, especially if facing issues like system glitches or unfamiliarity with the process. Lack of seamless integration between digital and physical experience.

Verification: Passenger details are confirmed (e.g., booking reference, passport information). Passengers must present passport or national ID for verification before proceeding to security.

Mobile Check-In: Passengers can also use the Ryanair mobile app to check in. The app has features to manage bookings and access boarding passes directly on a mobile device, enhancing convenience.

Airport Check-In: Passengers can check in at the airport. However, Ryanair is trying to phase out traditional airport check-in desks and move toward a fully digital process.