Problem
Scenario - Airport
Your team is responsible for managing an airport of a big city which has been having problems and you have been tasked with improving it. You have been asked to focus on the Arrivals and Departures. All you know is that passengers are not happy with the service they receive and that, as a result, the airport has been receiving a lot of bad press and loses business. This is down to several reasons but long waiting times, cleanliness, and rudeness of staff are some of the ones that have frequently been quoted.
Given the long-term implications of this, you are looking to take a strategic view before you proceed in making specific recommendations. So, you would like to explore how operations strategy can be developed in an airport situation.
Your task, therefore, is to review how decisions made at the strategic level can affect how operations work and not to develop specific recommendations.
Your role is Passenger liaison manager (the person that deals with customer complaints and is fully aware of the customer's needs)
Identify the structural and infrastructural decisions.
Explain how they can affect performance, e.g. decisions on capacity.