Visualization of the boarding in plane process 

 Challenge : 

 Boarding in plane ( the moment when passengers are in the waiting room at the terminal gate and ready to   board in plane , they have already checked - in , droped - off luggages , passed the security checkpoint ) is a critical   activity for most of airlines carriers , every time an aircraft departure time is not respected ,   cost the company a   lot of money and creates customer frustration . As a junior consultant for US Direct Deposit Program , a specialized firm in the   travelling field , i get the chance to work on this challenge for Profima . The company customer   satisfaction level for 2017 declined when compared to 2016 , current flight operationnal costs increase by 1.2   millions versus last year for the same sales volume , a recent analysis done by finance departement concluded   that late boarding   represents the # 1 root cause for costs increase . My mission was to improve the boarding   process , starting with defining and validating the " What if ? " current state with stakeholders . 

 Selection : I have used 2   visualization tools to ensure that all stakeholders understand the challenge .   A real - time video of all   boarding steps , starting from boarding announcements by hostess and ending by all   passengers sitting in the aircraft .   A mapping of all activities , actors and objects of the boarding process .   The mapping represent a common langage , a one picture that resume the process and serve as a foundation for   identifying pain points by stakeholders , for identifying of steps that creates waste and steps creating value . The video represent   an excellent tool to see virtually each step , it helps to understand the behaviour of each   actor too , what 's the stakeholder goals , resources and constraints ? 

 Application : 

 I have conducted a one day workshop on the current state " What if ? " of the challenge , i have invited at the   airport , nearby a quite and spacious conference room , the following participants plus me :   boarding hostess sitting at the desk flight hostess from crew flight captain airport   air controller 5 travellers ( 1 family profil that travel with kids , 1 business profil that travel in first class , 1 disabled person profil ,   1 traveller with cabin luggage and another without cabin luggage ) 

 I have explained to the group what 's the workshop main goals and rules to follow during this event , i have   explained the Why , that the challenge the company is experiencing cost a lot for the compagny and have an   impact on the customer experience and if the business continues running as usual , the customers will pay the   price for increasing costs indirectly . 

 Our journey started with visionning a boarding process in real time , i have provided to the group a bunder of   post - it so they can note elements that called their attention , one element by post it . 

 After the video , i have conducted a first activity with the group , a kind of " ice breaker " , i give the participants a   30 min and asked them   : to stick the post it on a white board to group elements that seems similars together to build a sequence of activities they have seen 

 With this activity , the group start getting engaged with each other and with the boarding process . Thereafter , i have presented the map process of the boarding , first i went step by step , i have did a quick   overview to show the end - to - end process . Second , i have revisited each step more in details , for example :   on   the first activity that is " Passengers wait for boarding " , i have asked the participants what do they think about   this activity ? Do they have any concerns and pain points ? Do they see any improvement opportunities and   best   practices ? I have noted contuniously all participants inputs and comments in an excel file . 

 After my second review of the process map , i shared and reviewed with the participants all elements that they   have bring in to be sure i have noted in a clear manner their reflexions . 

 Insight : I have did a   recap at the end of day with the participants , i have asked them their opinions regarding the   workshop . They all agree and state that the 2   visualization tools used are very powerfull because reflexion and   elements capted are regarding one version of the truth presented , a sort of common langage they have   understood , it 's true that a picture   worth a thousand words . After reviewing , the excel file log of the workshops inputs and comments , i was impressed by the quantity and   quality of initiatives . I share one interesting initiative : Starting from seats of the last section of the airplane(from back to front of the plane ) ,   board passengers with   cabin luggage first , then board passengers without cabin luggage . The company   COE found it interesting and exciting that customers are part of the solution . 

 Approach : Once the " What is ? " phase was completed , , i have established a plan to prioritize and develop the initiatives for   the " What if " phase , i have used brainstorming and concept development tool ,   I had to determine among initiatives which ones are quick wins , that we can test and pilot in a short term , which   ones belong to technology and needs an IT development and more time to define requirements , respect of   customers business needs . During the " What wows ? " phase , i had the mission to do few rapids prototypes , i tested and piloted the   solutions for some flights at differents airports , i have received inputs from the pilots(flights in test ) after each   flight and i have adjusted and adapted the solutions to align with customers and business needs . After 2 weeks   of testing , by using the learning launch design tool i was able to build a strong business case of the initiatives   improvements ( impact on the   customer experience , dollar cost impact   by flight , time for boarding , respect of   departure time ) , i presented the business case to the COE and recommanded to scale this new strategy across all   the business . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Visualization of the boarding in plane process 

 Challenge : 

 Boarding in plane ( the moment when passengers are in the waiting room at the terminal gate and ready to   board in plane , they have already checked - in , droped - off luggages , passed the security checkpoint ) is a critical   activity for most of airlines carriers , every time an aircraft departure time is not respected ,   cost the company a   lot of money and creates customer frustration . As a junior consultant for US Direct Deposit Program , a specialized firm in the   travelling field , i get the chance to work on this challenge for Profima . The company customer   satisfaction level for 2017 declined when compared to 2016 , current flight operationnal costs increase by 1.2   millions versus last year for the same sales volume , a recent analysis done by finance departement concluded   that late boarding   represents the # 1 root cause for costs increase . My mission was to improve the boarding   process , starting with defining and validating the " What if ? " current state with stakeholders . 

 Selection : I have used 2   visualization tools to ensure that all stakeholders understand the challenge .   A real - time video of all   boarding steps , starting from boarding announcements by hostess and ending by all   passengers sitting in the aircraft .   A mapping of all activities , actors and objects of the boarding process .   The mapping represent a common langage , a one picture that resume the process and serve as a foundation for   identifying pain points by stakeholders , for identifying of steps that creates waste and steps creating value . The video represent   an excellent tool to see virtually each step , it helps to understand the behaviour of each   actor too , what 's the stakeholder goals , resources and constraints ? 

 Application : 

 I have conducted a one day workshop on the current state " What if ? " of the challenge , i have invited at the   airport , nearby a quite and spacious conference room , the following participants plus me :   boarding hostess sitting at the desk flight hostess from crew flight captain airport   air controller 5 travellers ( 1 family profil that travel with kids , 1 business profil that travel in first class , 1 disabled person profil ,   1 traveller with cabin luggage and another without cabin luggage ) 

 I have explained to the group what 's the workshop main goals and rules to follow during this event , i have   explained the Why , that the challenge the company is experiencing cost a lot for the compagny and have an   impact on the customer experience and if the business continues running as usual , the customers will pay the   price for increasing costs indirectly . 

 Our journey started with visionning a boarding process in real time , i have provided to the group a bunder of   post - it so they can note elements that called their attention , one element by post it . 

 After the video , i have conducted a first activity with the group , a kind of " ice breaker " , i give the participants a   30 min and asked them   : to stick the post it on a white board to group elements that seems similars together to build a sequence of activities they have seen 

 With this activity , the group start getting engaged with each other and with the boarding process . Thereafter , i have presented the map process of the boarding , first i went step by step , i have did a quick   overview to show the end - to - end process . Second , i have revisited each step more in details , for example :   on   the first activity that is " Passengers wait for boarding " , i have asked the participants what do they think about   this activity ? Do they have any concerns and pain points ? Do they see any improvement opportunities and   best   practices ? I have noted contuniously all participants inputs and comments in an excel file . 

 After my second review of the process map , i shared and reviewed with the participants all elements that they   have bring in to be sure i have noted in a clear manner their reflexions . 

 Insight : I have did a   recap at the end of day with the participants , i have asked them their opinions regarding the   workshop . They all agree and state that the 2   visualization tools used are very powerfull because reflexion and   elements capted are regarding one version of the truth presented , a sort of common langage they have   understood , it 's true that a picture   worth a thousand words . After reviewing , the excel file log of the workshops inputs and comments , i was impressed by the quantity and   quality of initiatives . I share one interesting initiative : Starting from seats of the last section of the airplane(from back to front of the plane ) ,   board passengers with   cabin luggage first , then board passengers without cabin luggage . The company   COE found it interesting and exciting that customers are part of the solution . 

 Approach : Once the " What is ? " phase was completed , , i have established a plan to prioritize and develop the initiatives for   the " What if " phase , i have used brainstorming and concept development tool ,   I had to determine among initiatives which ones are quick wins , that we can test and pilot in a short term , which   ones belong to technology and needs an IT development and more time to define requirements , respect of   customers business needs . During the " What wows ? " phase , i had the mission to do few rapids prototypes , i tested and piloted the   solutions for some flights at differents airports , i have received inputs from the pilots(flights in test ) after each   flight and i have adjusted and adapted the solutions to align with customers and business needs . After 2 weeks   of testing , by using the learning launch design tool i was able to build a strong business case of the initiatives   improvements ( impact on the   customer experience , dollar cost impact   by flight , time for boarding , respect of   departure time ) , i presented the business case to the COE and recommanded to scale this new strategy across all   the business .
### Output: 