Singapore Changi Airport: Check-in to a world class experience

Singapore Changi Airport: Check-in to a world class experience

Hamidah Hassan works at SATS, a provider of gateway services at Changi Airport. SATS has a symbiotic relationship with Changi Airport Singapore and Singapore Airlines. Hamidah is in charge of the operations at the check-in counter. As passenger traffic at Changi Airport increases, the lengthening wa...

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Bibliographic Details
Main Authors: MOOSA, Sharafali, SESDHADRI, Sridhar, RODRIGUES, Brian, CHAN, Chi Wei
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2015
Subjects:
Business operations
service operations management
process optimisation
queues
waiting times
simulation analysis
sensitivity analysis
trade off analysis
airports
Singapore
Asian Studies
Management Sciences and Quantitative Methods
Operations and Supply Chain Management
Transportation
Online Access:https://ink.library.smu.edu.sg/cases_coll_all/140
https://cmp.smu.edu.sg/case/2851
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Institution: Singapore Management University
Language: English
Description
Summary:Hamidah Hassan works at SATS, a provider of gateway services at Changi Airport. SATS has a symbiotic relationship with Changi Airport Singapore and Singapore Airlines. Hamidah is in charge of the operations at the check-in counter. As passenger traffic at Changi Airport increases, the lengthening waiting lines threaten to impair customer perceptions of the airline and airport. In order to implement an efficient solution, she has to balance her cost of operations against the cost of waiting for passengers and the service level agreement with the airport authority. This case analyses the problem using an integer linear program before performing a simulation analysis.

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