Farrington High School Students Streamlined Event Entrance Process And Wait Time With GLSS
Hawaii
Education
Public Sector
Decreased Wait Times
PROJECT SUMMARY
- Process Purpose: Make it easier for guests to enter the Made In Hawaii Festival; prevent long lines or confusion on where to go; decrease disorganization and make the event flow much better.
- Problems Found:
- Customers came from different directions when it came to ticket scanning.
- Some staff scanned more tickets than others.
- Actions Taken:
- 5S conducted.
- Have scanners stationed in different areasâa few by the door, by the entrance and or walking around for anyone who is lost or unsure where to go so it’s easier and faster for customers to get in the festival.
- Have signs that show where the line starts and where the entrance is. It can be by the entrance door, where the lines are designed to be.
- Results: It will make the guest entrance process go faster and the lines stable and not scattered.
The Made In Hawaii Festival isn’t just an event; it’s a celebration of community, culture, and creativity that leaves a lasting impact on attendees and the broader community. This annual festival showcases the diverse talents, products, and flavors of Hawaii, bringing together locals and visitors alike in a vibrant celebration of all things made in the Aloha State. Unfortunately, navigating the event can sometimes be a challenge, so a team of students from Farrington High School equipped with the latest in problem-solving skills wanted to do something about it.
Hawaiiâs Farrington High School strives to be at the pinnacle of excellence in education. From advanced placement courses to career and technical education programs, they offer a diverse range of academic opportunities tailored to meet the unique needs and interests of every student.
Farrington believes that education extends beyond the classroom. They nurture the whole studentâmind, body, and spirit. Through a wide array of extracurricular activities students can explore their passions, develop leadership skills, and forge lifelong friendships. This is where a pilot program to learn team problem-solving skills enters Farringtonâs many extracurricular offerings.
The Farrington teamâs goal was to make it easier for customers to enter the festival with no setbacks or confusion about where to go. They wanted to decrease the disorganization to make the event customer traffic flow much better, with no hassle.
To prepare for the challenge, the team participated in GLSS Lean Six Sigma Yellow Belt Training, which provides the latest problem-solving content and instructional design to accelerate learning how to improve processes. The training also utilizes the time-tested methodology of DMAIC to create a dynamic learning experience enabling learners to quickly apply the methods. With direct application to real-world processes, learners fully develop their capabilities while creating tangible benefits.
To better understand the problem and eventually get to the root causes, the team created an As-Is Process Map for guests entering the festival. Next, the team conducted a Process Walk, a method to observe the process through the âlensâ provided by the GLSS training. This new perspective helped the team understand situations, like the one pictured below, and identify Process Waste along with opportunities for improvement.
Two key observations were made:
Problem 1: Varied Approaches to Ticket Scanning
Customers haphazardly entered, with some confused and disorganized. The lack of clear direction caused a loopback waste, as customers moved inefficiently through the entry process.
Problem 2: Inconsistent Ticket Scanning
Additionally, some staff members scanned tickets more frequently than others, leading to non-utilized talent. This discrepancy stemmed from visibility issues, as customers couldn’t easily see all the available scanners.
Feedback from attendees highlighted the long wait times averaging 10-15 minutes, especially at popular venues, impacting their overall experience. While some sections were well-organized, others felt chaotic, leading to confusion among attendees.
Crucial to getting results is identifying the root causes of the problems. The GLSS training prepared the team to be critical thinkers with the 5 Whys technique. The team determined a root cause for each problem.
Problem 1: The lack of clear indication for ticket scanning lines led customers to approach from different directions.
Problem 2: The visibility of staff members contributed to uneven ticket scanning.
The GLSS Yellow Belt Training provided the tools to work together and identify improvements. With one such tool, Solution Selection Matrix, the team developed changes that provided the most impact for the least effort. Often, these improvements can be implemented immediately, as is the case for the Farrington team.
The solutions the team created are:
- Clear signage and line markings: Implementing signs indicating where lines start and directing customers toward ticket scanners.
- Improved staff visibility: Placing signage to indicate staff locations and rearranging staff to ensure equal visibility to customers.
- Scanners stationed in different areas: With a few by the door, by the entrance, and or walking around for anyone who is lost or unsure where to go so it’s easier and faster for customers to get in the festival.
- Applying 5S: A method to create a more organized and intuitive process flow, while marking lines to keep the customer flow consistent and orderly.
The new entrance will decrease wait times and create a smoother experience for attendees at next yearâs Made in Hawaii Festival, enhancing the experience for customers and staff.
This teamâs success story is a testament to the power of the GLSS Training. The immersive and implementation-focused Yellow Belt Training enables the first-time problem solver to get results like a seasoned expert. With skills that will serve them and their communities well the team members embark on a bright future.
