Analyzing the processes at Misurata airport using the service blueprint method

The aim of this study was to identify points of failure and waiting times at Misurata Airport, Libya by analyzing key processes using the Service Blueprint Technique. The technique uses a schematic diagram that represents the details of a service from both the customer and the organization’s perspective. It demonstrates how the various service components link with one another by identifying the different touch-points and options customers have to choose from and how the internal workings of the airport support those choices.
Before starting to use Service Blueprint, it is important to determine the main processes at the airport which are similar to a large extent to those at many airports around the world. In Misurata airport processes begin with car parking, followed by a security checkpoint, then the check-in desk, and finally passport control. After this stage there is a second security checkpoint after which the passenger proceeds to the appropriate flight gate.
The results of the application of the Service Blueprint Technique showed that there are some points of failure in several major processes. The most important of these was car-parking which is free, however the cars are  not insured against theft. A failure was also found at the check-in desks due to the lack of experience and high turnover of staff. This results in the buildup of long queues in front of the desk as well as the narrow area allocated to passport control. A failure was also found due to the lack of a device to validate boarding passes. Allied to this, airport employees currently collect boarding passes which are then manually processed later.
Some failures were also found in the cargo cervices area. There were significant failures with respect to the permit procedures for cargo workers and trucks. There were also insufficient facilities to inspect the cargo received and a number of shipping companies did not have stores inside the airport.
Customs services were divided between two areas, one of which was located outside or away from the airport.

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Process Analysis, Service Blueprint, Airport Processes