Analysing the Processes at Misurate Airport using the Service Blueprint Method,

This study aims to identify points of failure and waiting time through the analysis of key processes by using Services Blueprint Technique. This technique is a schematic diagram that represents all the details of a service from the customer and organisations perspective. It shows how the different service components link into each other showing the different touchpoints and options customers have to choose from and how the internal workings support those choices. Before we start to use Service Blueprint, it is important to determine the main processes at the airport, these processes are similar to a large extent in various airports around the world. In Misurata airport, processes begin with the car parking , the first one meets security checkpoint, next the check-in desk, fourthly passport control. After that, the second security checkpoint, finally, the check-in at the gate. The results showed that there are some of points of failure and waiting time through several major processes, most important of them were in the car parking, it is free, but the cars are not insured against theft. There is also a failure at check-in desk with regards the lack of experience of staff, because they are changing constantly. This causes the formation of long queues in front of check-in desk, as well as the narrow area is allocated to passport control at the departure. There is also a failure regarding a device to validate boarding pass is not available at the airport, so the employees collecting boarding pass and process them manually later. The cargo services also have some failures, the most important of which is related to the difficulty of the permit procedures for cargo workers and trucks. There is also no big device to inspect the cargo received, as well as some shipping companies do not have stores inside the airport. In addition to this part of the customs procedures are not available at the airport, it needs to be completed in another place outside the airport. All previous weaknesses are opportunities for improvement in the future in order to achieve efficiency performance and to reach a higher level of customer satisfaction.