I am stuck on these 2 questions, thanks in advance for your valuable help! You a

Question

I am stuck on these 2 questions, thanks in advance for your valuable help!

You are now sitting in the waiting room and hoping to board on the plane soon. Many passengers are already queuing, a baby is crying, a couple of kids are running around, and senior citizens are asking the hostesses for assistance at the desk. Imagine you are doing a Gemba at the airport. 6. Using the GRC tool, identify at least 2 goals, 2 resources, and 2 constraints for the hostesses behind the desk. 7. Based on this, apply Kaizen to make at least 2 quick actionables boarding process

Explanation / Answer

Here in this case Gemba is introduced as an toll for analysis at airport, let’s first talk about what is Gemba?

Gemba is a Japanese term which is used for real time place, like an incident happened somewhere that place is called as Gemba. In management terms, Gemba is referred to the workplace, where people work for the goals of the company. It depends on business to business what is Gemba according to them. For a service industry Gemba could be the work floor of the firm but for the manufacturing company, Gemba will be the place where the goods are manufactured. The idea behind the Gemba is to take glance of the work place, look for the problems and come up with the solutions.

In our case, Gemba for the airport will be, as per the scene depicted in the case, there is quite a lot of hustle happening at the airport. The place has became a kind of fish market at the time, where kids are crying, toddlers are making noises, the senior citizens have no idea where to go and are continuously asking for support and clearly the scene does not look favorable for the airline.

Using GRC tool:

2 Goals for the hostesses behind the desk will be:

First they need to make sure that the elderly passengers are redirect properly

The waiting area should not look like a fish market at the time of boarding

2 resources they required will be:

A person, solely dedicated to help senior citizens during the time of boarding

A resource who can manage the waiting room, properly in terms of, making a line in proper way, making sure that the kids are not making mess in the room. He/ she can also make sure that the passengers ready to board are on proper lines, e.g. sometimes, people whose flights are not scheduled for boarding yet also start creating a line in order to get in first.

2 constraints will be:

Hostesses has to deal with a lot of inquiry and people just bump on them without realizing of their own work

They cannot leave their desk to help others.

Kaizen is used to make improvement in the process that will be helpful in long run for the business. Using Kaizen to make quick suggestions:

People waiting in line can be asked to move in and make a line only when they are called to do so. In this situation, hostesses can ask first a certain seat passengers to board first then next and then the last, this will help them to overcome the chaos made by long line of passengers for boarding.

In order to keep passengers, kids busy in the waiting room, they can ask them to book their order for food in flight, or the airline magazines can be given to them at the time of boarding to choose if they want to buy something.

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