Think about the airport process that customers participate in that seems to operate ineffectively.

1. perform a flowchart of the current process.

2. Answer the following questions and identify specifically where in the process there is a failure:

• Is the process designed to achieve a competitive advantage in terms of differentiation, response, or low cost?
• Does the process eliminate steps that do not add value?
• Does the process maximize customer value as perceived by the customer?

3. Redesign the process to bring about improvements in performance. Create another flowchart to illustrate the new process.

4. short summary of how and where you improved the process.