SFU-005 - Module 4 (Model answer)

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Model Answer

Expected Outcome

Reflection Task (10 minutes)

Document and Present (15 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.

Create Task (30 minutes)

Analysis Task (30 minutes)

Research Task (40 minutes)

Preparation Task (20 minutes)

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Objectives

Enhance overall passenger satisfaction during the check-in experience.

Improve accuracy in passenger information processing.

Reduce process cost

Reduce check-in time for passengers.

Objective: Understand the check-in process for passengers.Steps one and two: gather information and define scope and objectives. Focus Area: The check-in process for airline 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.

Preparation Task

PREPaRAtion task

Model answer

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Verification

Baggage Handling

Airport Check-In

Mobile Check-In

Online Check-In

Objective: Conduct research on the current check-in process and gather insightsStep one: research. Research the Current Process: Conducted online research to gather information about the current check-in process. Where possible, I would interview staff members at the airport, including check-in agents and customer service representatives, to understand their roles and tasks.

Documented Stages (based on the Ryanair check-in process):

Research Task

Model answer

research task

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Step two: identify opportunities.

Model answer

Redundant Steps

Automation Opportunities

Bottlenecks

Objective: Critically analyse the existing process. Step one: identify issues. Identified Inefficiencies:

Analysis Task

Analysis Task

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Model answer

View the Future State Process Map

Objective: Use a process mapping tool to create a future state process map. Step one: use the tool to create a future state process map, inclusive of the details outlines in steps two, three and four. 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.

Create Task

Create Task

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Objective: Document your process evaluation. Step one: create a powerpoint addressing the required points.

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.

View the model answer

Presentation Preparation

Document and Present

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Objective: Reflect on your decisions throughout this task and their importance for process improvement. Step one: answer the following questions. What have you learned throughout the process mapping exercise? I learned the importance of identifying inefficiencies, such as long wait times, and the value of automation in improving operational efficiency and customer satisfaction. What are the real-world impacts of such process improvements? Consider the employees who perform them and overall business performance. Process improvements enhance efficiency, reduce costs, and boost business performance. Automation allows employees to shift to higher-value tasks, improving job satisfaction and engagement. What challenges did you face, and how could you better tackle them next time around? Challenges included integrating digital and physical processes, ensuring compliance, and managing passenger adaptation. Next time, I would engage stakeholders early, prioritise passenger feedback, and implement a strong change management plan.

Model answer

Reflect on the Process

Reflection Task

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Model answer

Well done!

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

Expected outcome

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.