Set in 2013, Hamidah Hassan works at SATS, a provider of gateway services at Changi Airport in Singapore. SATS has a symbiotic relationship with Changi Airport Singapore and Singapore Airlines in ensuring a smooth travel experience for customers. 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 terms of the service level agreement with the airport authority. This case analyses the problem and solves it using an integer linear program and simulation analysis.
The case can be used to teach concepts related to operations management. Students will gain experience using optimisation models and learn the importance and usefulness of simulation as a decision making tool.
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