Singapore Changi Airport: Check-in to a world class experience
Publication Type
Case
Publication Date
12-2015
Abstract
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.
Keyword(s)
Business operations, service operations management, process optimisation, queues, waiting times, simulation analysis, sensitivity analysis, trade off analysis, airports, Singapore
Discipline
Asian Studies | Management Sciences and Quantitative Methods | Operations and Supply Chain Management | Transportation
Research Areas
Operations Management
Data Source
Published Sources
Industry
Transportation
Geographic Coverage
Singapore
Temporal Coverage
2013
Education Level
Executive Education; Postgraduate; Undergraduate
Publisher
Singapore Management University
Case ID
SMU-15-0017
Additional URL
https://cmp.smu.edu.sg/case/2851
Comments
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