Answer A Business Trip to Brussels

1. Identify all the micro operations and their activities which are mentioned. The micro operations are categorised in 'order of appearance' in Attachment 1. In class this stage can be missed, going straight on to the analysis matrix. For assessed work both steps would probably be used. 2. Classify them in accordance with the structure in Table 1.5. efer to Attachment !. "tarting with the blank matrix, and filling it out on the board or o#erhead pro$ector is a really good way of getting interaction with a big class early on a course. %#eryone has an opinion, and there is a lot of debate about where each acti#ity should fit. &ften, of course, there are many places to put some acti#ities, so we may decide to classify only dominant types of processing. In each case ask what is being processed 'material, information, customers( and how is it being transformed to gi#e #alue)added. The downside of this approach is the time it will take* allow at least half an hour for about !+ acti#ities filled in. 3. hich of these micro operations were most affected by the severe weather!

The case study describes the effects of se#ere weather on the daily micro operations within the airport. All the micro operations listed in ,uestion 1 ha#e a challenge to meet due to the weather conditions, but in the ma$ority of cases this is not caused directly by the weather. ather, the se#ere weather affects some micro operations which in turn cause problems in other micro operations. This creates an operational 'chain reaction', which is illustrated in Attachment -. Air Traffic .ontrol 'AT.( reacts to the se#ere weather first by closing and later reopening the airfield. This micro operation then uses the limited flexibility of its operations by rescheduling aircraft take)off and landing slots. /eanwhile, on the airfield itself, runway clearance and de)icing operations commence as a direct conse0uence of the se#ere weather. The ongoing rescheduling of the flights has conse0uences for information processing operations 'general flight information, inter)airport communications and customer announcements( and operations in#ol#ed in aircraft turnaround. AT. cannot, howe#er, break the safety rules for separation of aircraft, and often increases effecti#e capacity by batching groups of landings and then of takeoffs. &ne may therefore assume that many flights ha#e been compacted, shortening the time between them. .onse0uently, many operations ha#e to increase their speed and flexibility to meet this challenge.

The micro operations affected are inflight catering, a#iation refuelling, baggage handling, cabin cleaning, ser#icing units, technical maintenance, passenger1crew transport, departure gate control, check)in desk, and push)off tractors. Further conse0uences of AT.'s rescheduling are flight delays. This means that capacity within the airport is stretched ) more people are waiting in the airport for flights, so this area becomes a bottleneck. A number of micro operations are affected by an increase in people '2I3(. This can be a problem ) for example, airport catering facilities need to increase the speed and flexibility of their operations to increase the #olume of customers ser#ed. There may also be a shortage of seating in departure lounges. 4owe#er, this situation can also be ad#antageous, as trade will increase for catering and retail facilities. Frustrated customers may complain more, taking scarce capacity away from more ser#ing. In this case, the micro operations affected are customer waiting areas, customer transportation, airport catering, shops, first aid, airport cleaning, border control, customs, left luggage, flight information desk and customer announcements. escheduled flights and flight delays are not necessarily caused by the se#ere weather. &ther causes could be AT. strikes or technical problems. "imilarly, flight delays will increase the number of people waiting in the terminal, but this can also occur for other reasons, e.g. busy holiday periods. Therefore, the micro operations which are most affected by the se#ere weather are those which are affected directly ) Air Traffic .ontrol, de)icing and runway clearance. ". Appro#imately how many different or$ani%ations are involved in deliverin$ the $oods and services described in this report! It appears that there is a different organi5ation for each micro operation listed in 0uestion 1. The table below, although by no means exhausti#e, lists the ma$ority. What are the implications of this? a( The airport appears to operate as a co)operati#e between a number of different organi5ations which are located in the same area. The airport itself will ha#e some o#erall management, but this will not be directly responsible for all the separate organi5ations. .onse0uently, co)operation between all the organi5ations is necessary to ensure the macro operation of the airport itself is effecti#e. b( 6espite all of the organi5ations forming part of the airport macro operation, each organi5ation has its own indi#idual ob$ecti#e. These ob$ecti#es may sometimes conflict. For example, the ob$ecti#e of the Air Traffic .ontrol organi5ation could be to ensure that all flights safely lea#e and land on time

with minimal disruption to the crew, passengers and technical staff, and the ob$ecti#e of a gift shop would be to maximise profits. In the case study, Air Traffic .ontrol has failed to meet its ob$ecti#es because the weather has caused flight delays, yet the gift shop may ha#e increased its sales for the day because the delay has resulted in more passengers waiting in the terminal. c( The typical passenger may be unaware of the number of separate organi5ations in#ol#ed in the airport macro operation, seeing each micro operation as an indication of the le#el of ser#ice in the airport itself. Therefore, if a particular organi5ation fails to meet its ob$ecti#es, this will reflect on the customer's perception of ser#ice in the airport as a whole. For example, the writer of the case study may identify the ser#ice at 7russels Airport in general as being careless because they slipped on spilt coffee, rather than associating the problem with $ust the cleaning company. &ootnote' Although not specifically included in the 0uestions, the tutor could use this case to discuss the Input)Transformation)&utput model for each micro operation. 2hen we teach it now at 2arwick we also look at the key performance ob$ecti#es of some different micro operations. For example 'not a comprehensi#e list(* "peed 'responsi#eness( is critical* Fire ser#ice First aid 6e)icing ser#ices 6ependability is critical* Air Traffic .ontrol .ustomer con#eyors 7aggage handling ,uality 'conformance to process and specification( is critical* .heck)ins efuelling Inflight food preparation Flexibility is critical 'because of wide range of outputs re0uired(* Information desk Aircraft ser#icing Airport police .ost is critical* %conomy in)flight catering .ertain retailers 'newsagent, fast food( .leaning ser#ices

This list is not intended to suggest that there are not sets of important ob$ecti#es for each operation* it is $ust intended to illustrate and debate differences. "tudents generally find it to be a good illustration of the theme in .hapter !.

Attachment 1 ( )icro *perations and Activities +order of appearance in case,

)icro operation 3assenger inflight info Activity-activities Type. IC I) ) ) ) ) ) )

Information passed to passengers from pilot during flight 'e.g. reporting of flight delays( Air Traffic .ontrol .ontrol and di#ersion of air traffic during landing and take)off. unway clearance .learing snow and ice from apron, taxiways and runways. 6e)icing 6e)icing aircraft. Inflight catering 3reparing meals and loading onto aircraft. A#iation refuelling efuelling of aircraft. "er#icing units88 "er#icing aircraft water and sanitation units. 7aggage handling ecei#ing, weighing, labelling luggage9 "ecurity checks9 6istribution* loaded onto aircraft, unloaded, deli#ered to recei#ing area, storage facilities for unclaimed luggage. 3assenger1crew transport 7uses from departure gate to aircraft, and from aircraft to arri#als gate. Airport security /aintaining safety of passengers, crew and airport and terminal staff. .abin cleaning .leaning of aircraft cabin and flight deck. Technical maintenance 3re1post flight checks, minor repairs, decisions on airworthiness of aircraft. .ustomer waiting areas 6eparture lounges 'landside and airside(, executi#e lounges. 6eparture gate control .ontrol of departing customers. .ustomer transportation Automated walkways and lifts. .atering 'airport( .afes, bars and restaurants. "hops :ift and general shops, duty)free shops. 3assport control .ontrol of departing customers. First aid First aid to passengers, crew and airport staff. Airport cleaning .leaning airport. Taxi rank Transport to 7russels. .ity %xpress 'train( Transport to 7russels. .heck)in desk Flight, baggage and ticket control. 6eparture1arri#als display Information to passengers. board 7order control Immigration checks 'passengers(. "ecurity checks 3assenger security audit. .ustoms %nforcement of .ustoms and %xcise laws. Flight information desk %xtraordinary information to passengers. Airport communications Arranging flight alterations between airports. .ustomer Information to passengers. announcements 3ush)off tractor Towing aircraft to taxiway.

C IC ) ) C C C )C ) I C ) C C )I I I C C IC I IC )

/ ; this acti#ity transforms materials I ; this acti#ity transforms information . ; this acti#ity transforms customers <ote 8 indicates the type of transformation process 88 This acti#ity is not explicitly mentioned in the text but could be mentioned in teaching discussions

Attachment 2' )icro *perations and Transformation /rocesses at Brussels Airport The or$ani%ation Airport catering 'including bars, restaurants and cafes( "hops 'concessions( 6uty)free shops Airport cleaning "ecurity .ustoms .heck)in desk 6eparture gate control 3assport1border control First aid Flight information desk .ustomer announcements Air Traffic .ontrol :round .ontrol A#iation refuelling "er#icing units Inflight catering .abin cleaning Technical maintenance 7aggage handling *perator 3ri#ate catering company or companies Indi#idual retailers of chains Airport authority or concession 3ri#ate cleaning company 7elgian police force 7elgian .ustoms and %xcise Indi#idual airlines 'there are many( Indi#idual airlines 7elgian go#ernment 7elgian health ser#ice or pri#ate company Indi#idual airlines Airport authority 7elgian Air Traffic .ontrol 7elgian Air Traffic .ontrol 3etroleum companies 3ri#ate company, or airline Indi#idual airlines or contractors 3ri#ate company, or airline Airline Airport authority or contractors

/hysical properties

Informationa/ossession 0ocation l properties A#iation refuelling9 "hops 'including 6uty Free(9 Airport catering. unway clearance9 .abin cleaning9 Airport cleaning9 "er#icing units9 7aggage handling9 .heck)in desk9 3ush)off tractor9 A#iation refuelling9 Inflight catering.

)aterial 6e)icing Air Traffic processors aircraft9 .ontrol. 6e)icing airfield9 Inflight catering9 Technical maintenance9 Airport catering.

1tora$e/hysiolo$ic /sycholo$ical accommoda al state tion state "torage for >eterinary uncollected ser#ice.8 luggage9 =eft luggage not applicable facilities.8

Information Flight processors information desk9 .ustomer announceme nts.

Air Traffic 2eather .ontrol9 reports. Inter)airport communicati ons.

6eparture1arr :eneral flight i#als display information board9 stored at Flight airport 'e.g. information passenger desk9 lists, airline not .ustomer schedules, applicable announceme delays, nts9 arri#als, Inter)airport departures, communicati etc.(

Announcements.

Customer estaurants9 processors Toilets. not applicable

ons9 Airport 3assport security control9 .ustoms .heck)in desk9 7order control9 Airport security9 .ustoms. 3assenger inflight information ?naccompan 3assenger1cr .ustomer First aid ied children ew transport9 waiting areas facilities. system. Automated 'airside and walkways landside( and lifts9 e.g. Taxis9 departure .ity %xpress. lounge, executi#e lounge.

Airport security9 .ustomer announcements9 Flight information desk9 3assenger inflight information.