You are now sitting in the waiting room and hoping to board on the plane soon. Many passengers are already queuing, a baby is crying, a couple of kids are running around, and senior citizens are asking the hostesses for assistance at the desk. Imagine you are doing a Gemba at the airport.

6. Using the GRC tool, identify at least 2 goals, 2 resources, and 2 constraints for the hostesses behind the desk.

7. Based on this, apply Kaizen to make at least 2 quick actionable suggestions to improve the boarding process