Group Case Study - Alaska Airlines_ 20-Minute Baggage Process - Guaranteed

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Discussion questions (Heizer, 2017, p. 303-304): 1. Prepare a flowchart of the process a passenger’s bag follows from kiosk to destination carousel. Include the exception process for the TSA openi... ng of selected bags. See attached process map. Note that the process categorizes all bags with transfer time of greater than 30 minutes but less than 60 minutes as “hot” priority due to ambiguity within the text. 2. What other processes can an airline examine? Why is each important? Alaska airlines has the ability to build a state of the art company, using the latest technology, yielding the highest customer satisfaction. Because of this fact, there is no operations or functional processes that they should not examine. We know they are above average in customer satisfaction, using technology to their advantage, and other various production 3. How does the kiosk alter the check-in process? The kiosk alters the check-in process by moving the ticketing and tagging process to the customer. Passengers check in at kiosks, tag their own bag with barcode stickers, and then deliver them to customer service personnel waiting for them at the carousel. By shifting this process to the customer, Alaska Airlines is of course implying their customer is competent and trustworthy enough to get through the check in process, but by doing this it also reduces a fraction of the workforce cost for the company. 4. What metrics (quantifiable measures) are needed to track baggage? In order for an airline to correctly track baggage and ensure it ends up on the correct flight, there are considerations or metrics to think about, including; Height, weight, length, [Show More]

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