Service Management 7th Edition by James Fitzsimmons, Mona Fitzsimmons

Exercise 6

Passengers arriving at an airport departure gate must first wait for their row to be called before proceeding to the gate to have their boarding pass authenticated. If the boarding pass does not match the departing flight, the passenger is directed to the appropriate gate. A passenger attempting to carry on an excessively large bag is directed to check the luggage piece and return. Passengers with the proper boarding pass and appropriate sized carry-on are allowed to enter the jet way and board the plane. Draw a process flow diagram of the departure gate process. How might this process be improved to avoid delays?