As a unit supervisor in the public sector for the Transportation Security Administration (TSA), I would implement several goals to assist in the issues surrounding excessive wait times including a more informed process, queueing with a scale model and upgrading the quality of the interface experience. The airport is the connection point for travelers. “The essential task of the airport is to act as an interface that allows one to pass from the land travel system to the air travel system, and vice versa” (SHEM). Noting the importance of the interface, information regarding safety is paramount. Making the customers aware of the cause of many delays which leads to queues is often a safety concern may alleviate some of the frustration. Safety …show more content…
An encounter with excellence in the mends the gap between the delay and frustration. The measure excellence is assessed by the government of the queueing process. Modifications in the available staff present during the busy times and seasons of the interface is an example of excellence in the queueing process. A more streamlined approach with trained personnel will better the interface experience. Consideration is given to the weather, times and seasons as these periods require adjustment to staff and resources. The proper use of assets by the airport will help with the simplifying of the queueing process. Probabilities and forecasting attest to the likelihood of delays in various times and seasons. There are months of the year where the presence of delays is increased in certain regions of the country. The use of probabilities to measure the outcomes and staff accordingly to make the experience worthwhile. The assessment of the trends of the airport and the interface will allow those working to scale up and down to meet the needs of the customers. When considering delays, a greater definition of the customer must be considered to consider the work experience of those supporting the interface. The key to airport delays is safety, queuing and