THE NEW AIR NEW ZEALAND Case Study

Benefits. Technological advancement has enabled online check-in services for airline passengers. With the adoption of the applied self-checking system to improve the operations of Air New Zealand, the airline company is able to save on labor costs which it would have incurred in the traditional check-in system. The computerized check-in stalls work at a faster rate than the normal human capacity hence avoiding the long queues witnessed by the traditional check-in systems and thereby increasing customer satisfaction. Savings on the labor costs can be used by the airline as resources to fund other departments hence increase efficiency. The computerized check-in systems have less customer interaction since most of the transactions are online based. Not every airline passenger knows how to handle such systems and with the less customer interaction, some may not be well assisted and this may not satisfy the customer appropriately.

Also, the transactions are limited because some features and commands are applicable to a certain extent which omits come features for the passengers. This does not translate to customer satisfaction and service delivery for the airline which is a cost. How the use of an automated check-in alters the check-in process. With this, speed is guaranteed as less time is taken to pick up luggage by the passengers. Adoption of 3D luggage scanning and tracking ensures that the quality of the luggage handling is achieved by the airline to the passengers. The airline will, however, have to come up with a high-quality automated system and physical structures to undertake the luggage handling services. an initial investment will ensure the flow of the process which will be of much importance in cutting costs.

Air New Zealand may use this aspect to be competitive from the other airline providers and this will attract and maintain both the new and existing customer base respectively. The 5S checklist not only keeps the staff informed but also organizing the flow of work since it’s an organizational objective which each employee has to involve and achieve. (b). Applicability of the “S” in the 5S checklist to the scenario. The 5S checklist comprises Sort, Set, Shine, Standardize, and Sustain. Sort involves identifying and gathering the required tools and resources needed to carry out the assignment and doing away with those which won’t be used. With first passengers to board seating on the window seats, followed by the passengers seated on the center then lastly passengers who sit on the aisle seats ensure a well-planned seating structure.

Adoption of this policy will ensure reduced time for passengers to board and unload. Giving priority to regular flyer passengers and those who require assistance including infants will enhance customer satisfaction. Project 3 will ensure that loading and unloading of both passengers and luggage’s are faster by introducing the rear door and the existing front door (Dalkir,2013). (b). Additionally, having stricter policies and controls on carry-on bags and requiring that flight attendants actively participate in placing passenger luggage in storage holders improves the security of the luggage. Also, the move is aimed at providing a more customer interactive relationship with the airline staff hence customer fulfillment and loyalty. Lean techniques such as using visual signals from the cabin crew to the agents in the process of passengers boarding and when the plane is ready for taking off are just part of measures aimed at ensuring the security of the passengers.