PROCESS
IMPROVEMENT
Major U.S. International Airport (Client Confidential)
Security Badging Office
Photo: TransSolutions’ simulation model
Used Lean concept of waste reduction in conjunction with simulation
modeling to demonstrate predicted impact of relocating or eliminating reception
process on customer flow, sight lines, and efficiency. Previous flow of
customers resulted in a queue separating the waiting area from the service
counters.
Expanding the use of existing technology allowed the office to
process arriving customers more efficiently and reduced the number of people
standing in line blocking lines of sight for customers who had already checked
in and were waiting to be called to a counter. Staff scheduling impacts were
also evaluated and recommendations were made to improve customer service by
adjusting schedules.
