Service Operations Management Studio- SVPIA

Aditi Shrivastava

3074-1

As a part of Service Operations Management studio for the International airport, process mapping was done using tools like RACI, process profile worksheet, pareto chart, etc to find out the areas of concern. Along with these, some lean tools were used for in-depth analysis. Also, queuing theory was applied and comparison with the standards provided by IATA, was done service-wise to reach the root cause of the issues identified earlier and accordingly with the help of these tools and the analysis, solutions have been suggested to ensure that the processes work smoothly , thereby improving customer experience.

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There are 32 check-in counters, 3 check-in kiosks only for AirIndia flights and 12 airlines operators. Process mapping was done to identify the issues. The common issue was the queuing at the check-in counters so further analysis was done to find out the causes.

Hourly flight analysis was done for the entire week to find out the day and time at which the maximum footfall is seen. This is only for the flights departing from the International Terminal.

We know that not all the passengers come at the same time, a pattern was observed in the passenger arrival earliness. At the same time, more than 1 flight can have the check-in process taking place, so this data will be important there.

This is to understand what is the service rate at the check-in counters.

The no. of counters are fixed for the airline operators, irrespective of the no. of passengers they are catering. Further, counter flight analysis was done and queuing theory was applied and was found that some flights face over-utilization even during the non-peak hours. That means the queue length is going to continuously increase. Imagine the situation during peak hours.

Glimpse of the inference.

Proposal 1 : To equally distribute the passengers. No cost incurred by AAI and Airport Airline operators.

Proposal 2: Dynamic allocation of check-in counters linking all the analysis done before.

Output of the model

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