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How should we manage a sudden surge in customer waiting times?
We have seen the recent surge in customer waiting times at certain large airports in the country. This is just a symptom indicating that there are bottlenecks at certain service stations.
The response to such symptoms determines whether we solve for the internal bottlenecks or just live with the symptom. A common response is to ask passengers to report early. Such an action actually increases the wait times and possibly more chaos at the airport.
The systemic solution would entail analysing the functioning of various service stations to check if they are becoming bottlenecks. These stations could include check-in, baggage drop, security check and boarding. Once we identify where the bottleneck is, TOC would help in exploiting it fully.
Solving in a systemic way is preferred over solving for just the symptoms!