Question

Consider the customer journey at flying for business with Etihad Airlines. Name possible waste categories and propose five ways to reduce waste in the process (5 points). Propose five means to engage employees to continuous improvement, innovation and seek for excellence (5 points).

Answer 1

The consumer is flying on an Etihad Airliner for business so the possible ways to reduce the waste of the process would be:

· Reduce Paper Waste: The business has to integrate all possible ways to make sure the person don’t use any kind of paper that is needed to travel in the day and age of E-Visas and E-tickets.

· Reusable or renewable use of Food for the consumer: The consumer in this airline may use the reusable and renewable wares in its services of food and beverages which can be reused or is recyclable with least waste in the process.

· Reduce Food wastage: The food waste can be reduces if the order for the food and beverage is taken in advance to understand the needs and thus allow the passengers have the best of reduced food waste in the process.

· Give the best of flight to reduce the carbon-fuel loss: The flight may have break journey where the business of Etihad has reduced cost to reduce the carbon fuel for each person travelling via Etihad.

The five ways to make people engaged to innovate and improve the processes of operations are:

· Give the right person the right job,

· Take feedback of the employees and use them,

· Training and development along with the use of best career oriented guidelines to make it happen.

· Reward the contributions of the people working,

· Empower people in the processes to innovate and improve.