Solved: The Vancouver International Airport Authority

described in Chapter 3 manages

The Vancouver International Airport Authority, described in Chapter 3, manages and operates
the Vancouver International Airport (YVR). Its focus on safety, security, and customer service
has contributed to YVR’s ranking among the top 10 airports in the world. To maintain its
excellent customer service standards and in anticipation of new government regulations, airport
management sought to take leader ship in improving customer flow through its airport security
checkpoints. To understand flow, management started with a single security line comprising an
X- ray scanner for carry on items and a screening station for passengers. Arriving customers
first prepare themselves for the inspection by removing belts, coats and shoes, emptying their
pockets, and separating electronic gear from other personal items. They then deposit all bags in
trays on the scanner and proceed personally to the screening station. Once the screening is
completed, passengers retrieve their belongings, put on their shoes, belts, and coats, and exit
the facility.

On average, it takes passengers 30 seconds to pre-pare for the line, and to place all carry- on
items in the trays for the X- ray scanner. The X- ray scanner takes 40 seconds per tray, and the
average passenger utilizes 1.5 trays. The personal screening station requires 30 seconds per
person. Finally, retrieving of belongings and getting reorganized takes 60 seconds. All the times
mentioned represent activity time at the various activities and do not include the effects of
waiting.

a. Draw a process map for the security check process.

b. What is theoretical flow time of the security check process?

c. A sample of 20 passengers was selected at random, and the time required for each to clear
the security check was recorded. The average of the individual times was 530 seconds. What is
the process flow-time efficiency?

d. What is the impact on theoretical flow time of the process if the personal screening activity is
expedited to 20 seconds?

ANSWER
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