Submitted by BRIAN EDWARD O’CONNOR (brian.connor2015@fgvmail.br) on 2015-01-26T16:47:24Z No. of bitstreams: 1 CIM_Thesis_B O'Connor - Revised (1).pdf: 5654855 bytes, checksum: 6b670e2f1fea256b2b55b0fa2fd5c3c4 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2015-01-28T14:09:02Z (GMT) No. of bitstreams: 1 CIM_Thesis_B O'Connor - Revised (1).pdf: 5654855 bytes, checksum: 6b670e2f1fea256b2b55b0fa2fd5c3c4 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-02-05T13:50:56Z (GMT) No. of bitstreams: 1 CIM_Thesis_B O'Connor - Revised (1).pdf: 5654855 bytes, checksum: 6b670e2f1fea256b2b55b0fa2fd5c3c4 (MD5) / Made available in DSpace on 2015-02-05T15:38:31Z (GMT). No. of bitstreams: 1 CIM_Thesis_B O'Connor - Revised (1).pdf: 5654855 bytes, checksum: 6b670e2f1fea256b2b55b0fa2fd5c3c4 (MD5) Previous issue date: 2014-10-30 / In June 2014 Brazil hosted the FIFA World Cup and in August 2016 Rio de Janeiro hosts the Summer Olympics. These two seminal sporting events will draw tens of thousands of air travelers through Brazil’s airports, airports that are currently in the midst of a national modernization program to address years of infrastructure neglect and insufficient capacity. Raising Brazil’s major airports up to the standards air travelers experience at major airports elsewhere in the world is more than just a case of building or remodeling facilities, processes must also be examined and reworked to enhance traveler experience and satisfaction. This research paper examines the key interface between airports and airline passengers—airport check-in procedures—according to how much value and waste there is associated with them. In particular, the paper makes use of a value stream mapping construct for services proposed by Martins, Cantanhede, and Jardim (2010). The uniqueness of this construct is that it attributes each activity with a certain percentage and magnitude of value or waste which can then be ordered and prioritized for improvement. Working against a fairly commonly expressed notion in Brazil that Brazil’s airports are inferior to the airports of economically advanced countries, the paper examines Rio’s two major airports, Galeão International and Santos Dumont in comparison to Washington D.C.’s Washington National and Dulles International airports. The paper seeks to accomplish three goals: - Determine whether there are differences in airport passenger check-in procedures between U.S. and Brazilian airports in terms of passenger value - Present options for Brazilian government or private sector authorities to consider adopting or implementing at Brazilian airports to maximize passenger value - Validate the Martins et al. construct for use in evaluating the airport check-in procedures Observations and analysis proved surprising in that all airports and service providers follow essentially the same check-in processes but execute them differently yet still result in similar overall performance in terms of value and waste. Although only a few activities are categorized as completely wasteful (and therefore removed in the revised value stream map of check-in activities), the weighting and categorization of individual activities according to their value (or waste) presents decision-makers a means to prioritize possible corrective actions. Various overall recommendations are presented based on this analysis. Most importantly, this paper demonstrates the viability of using the construct developed by Martins et al to examine airport operations, as well as its applicability to the study of other service industry processes.

Submitted by Cristiane Oliveira (cristiane.oliveira@fgv.br) on 2011-05-27T19:15:55Z No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Approved for entry into archive by Gisele Isaura Hannickel(gisele.hannickel@fgv.br) on 2011-05-27T19:18:51Z (GMT) No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Approved for entry into archive by Gisele Isaura Hannickel(gisele.hannickel@fgv.br) on 2011-05-27T19:19:57Z (GMT) No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) / Made available in DSpace on 2011-05-27T19:54:44Z (GMT). No. of bitstreams: 1 68070200649.pdf: 502636 bytes, checksum: 5c865256d2992512d91cb497874d3df3 (MD5) Previous issue date: 2010-04-16 / The objective of this study is to analyze how the adoption of three technological components could increase the integration, efficiency and quality of the check-in process at Guarulhos international airport, serving the city of São Paulo. After an introduction on the relevance of the subject, and based on the cases of Las Vegas McCarran and London Heathrow – Terminal 5, the characteristics of the identified elements are explained through a review of the theoretical referential. The methodological technique chosen was the case study, which led to the definition of four research categories: modularity, mass customization, the redesign of the business network through the fourth level of integration through IT, and acceptance of self-services by passengers. As a next step, comparable global data for each research category and data for Guarulhos international airport was produced. The conclusion is composed by a proposed analysis for each research category and suggested items for further research. / Este trabalho tem por objetivo analisar como a adoção de três componentes tecnológicos pode aumentar a integração, eficiência e qualidade do processo de check-in de passageiros no aeroporto internacional de Guarulhos, que atende a cidade de São Paulo. Após uma introdução sobre a relevância do tema, e tendo por base os casos de Las Vegas McCarran e Londres Heathrow – Terminal 5, foi feita uma revisão do referencial teórico para explicitar as características identificadas. A abordagem metodológica eleita foi o estudo de caso-único, resultando na definição de quatro categorias de pesquisa: modularidade, customização massificada, o redesenho da cadeia de negócios através quarto nível de integração por meio de TI, e aceitação dos serviços de auto-atendimento pelos passageiros. Em seguida, foi feito um contraponto entre dados secundários globais para as categorias de pesquisa definidas e dados relativos ao aeroporto internacional de Guarulhos. Na conclusão é feita uma análise para cada categoria de pesquisa, bem como sugeridos novos itens para pesquisas futuras.