Jayaram T

Check 1 : Tickets & ID cards are checked:
The Identity of the passenger and the travel details are checked before any traveller entering the airport also passengers are allowed only 3 hrs before the departure since boarding starts only 3 hrs before from departure. This check ensures that only a passenger who is having a flight in next 3 hrs is allowed inside the airport.
 
Check 2: Issuance of Boarding pass:
This can be eliminated through web-check in and Check in Kiosks if the passenger is not having check-in luggage. But this cannot be eliminated for a passenger with check in luggage, But time can be reduced by eliminating boarding pass issuance at the counter.
 
Check 3 : Entry to Security Gates:
This physical check can be automated with electronic sensors & gates which can sense the details in the boarding pass and open the entry for passenger to security gates
 
Check 4: Manual frisking & Cabin luggage check:
The manual frisking and cabin luggage scanning is very important as this is not done in any of the above steps, Tagging the baggage and boarding pass verification can be eliminated as the entry into security area is based on boarding pass.
Entry to common entrance to all gates from security area can be automated again using boarding pass and mechanized doors this will eliminate check 5
 
Check 6, 7, 8 : Final Checks
Ground staff can tear the boarding pass while scanning and allow the passenger into waiting room or to board the aircraft this will eliminate rest of the checks check 7 & 8
The 8 step process can be made lean by removing repetitive checks and eliminating few checks also automation certain checks will help to improve passenger experience without compromising safety & accuracy.

Net Promoter Score is an index of customer loyalty & not customer satisfaction.
True loyalty affects the profitability of an organization by reducing customer acquisition cost.no company can grow if their customer bucket is leaky, Loyal customers will arrest the leak and add more customers to the bucket. 
 
Loyal customers act as references and will risk their reputation by recommending a product or service from a company. Truly loyal customers bring in new customers at no cost to the company. The path for profitable growth for any organization lies on their ability to get its loyal customer to become its brand ambassadors.
 
Right Measure of loyalty
 
Because loyalty is so important to profitable growth, measuring and managing it make good sense.
Frederick F. Reichheld, Bain & Company & Satmetrix after a research of 6-12 months came up with one question which will gauge the customer loyalty after framing the question it is important to arrive at a method to analyse the response which is easy and simple to understand without statistical knowledge.
 
After finalizing the right question “How likely is it that you would recommend [company X] to a friend or colleague?” Fred & team worked upon a scale which is easily understandable by investors, regulators, employees and grasp the basic message without needing a handbook or session.
 
Initially the scale was framed from 0-10 where 10 means extremely likely to recommend, 5 means neutral and zero means not likely to recommend. The customer responses and repurchase behaviours were examined along the scale and the three clusters were defined.
 
Promoter - the customers with the highest rates of repurchase and referral, who gives a rating of nine or ten to the question.
Passively satisfied who gives a seven or an eight classified as Passives
Detractors- scored from zero to six.
Upon more surveys and analysis it was concluded that a strong correlation existed between net-promoter figures and a company’s average growth rate.
 
To have a common measure of customer loyalty which can be understood easily Fred and team Came up with a methodology which converts the ordinal scale (1-10) to a Categorical data and provides the customer loyalty index which is measured as NPS.