Farrington High School uses GLSS Yellow Belt Training to streamline the Made in Hawaii Festival guest entrance process and flow. Learn more!

1. Decrease
G U E S T L I N E
TIME #5
Presented by:
Jaden, Hyacinth, Jace, Dearest, Allyza, Clareese,
Stephanie, Dayna, Angelika, Sofia, and Aila
Farrington High School

2. Jaden Manibog
Team Leader
Class of 2024
VP of Marketing for
Farrington’s DECA chapter
Hyacinth Relosimon
Co-Leads
Class of 2024
Office Assistant Manager for
Pride Of Kalihi
Jace Apuya
Co-Leads
Class of 2024
FBA Multi-Media Manager
OUR TEAM

3. OUR TEAM
Dearest Samanda Edgar
Team member
Class of 2024
Class of 2024 Public Relation
for Communication
AllyzaFei Lazo
Team member
Class of 2024
ClareeseAngel Lopez
Team member
Class of 2024
Business Academy Member
Part of Cha’s Room Grand
opening

4. OUR TEAM
Stephanie Dalinoc
Team member
Class of 2024
Member of FBA
Dayna Robinson
Team member
Class of 2024
FHS Interact Club Member
Angelika Agodong
Team member
Class of 2024
FBA Multi-Media Member

5. OUR TEAM
Sofia Tadifa
Team Member
Class of 2024
Aila Mae Galario
Team Member
Class of 2024
Member of FBA Business Academy Ambassador

6. DEFINE -
G U E S T T I M E L I N E
Confused customers were not given specifics on where to go
after entering or purchasing a ticket, making the entry
unorganized.
Process Problem:
Making it easier for customers to enter the festival with no
setbacks or confusion on where to go.
Decrease disorganization and make the event flow much
better with no hassle.
Purpose:

7. Customers
Enter
Customers
Enter
Festival
Grab a
Pamphlet
Greet
Customers
Help Customer
Purchase A
Ticket
Have a
ticket?
Scan Ticket
Illustrates the current process before any improvements are made.
As-Is Map
Customers
Customer
Service
Staff
Yes
No
Non-
Utilized
Talent
Loopback

8. Illustrates the current process before any improvements are made.
Process Walk
Problem 1: Customers came from different directions when it came to ticket scanning.
Impact Level: Medium
Waste: Loopback
Customers entered quickly as they arrived
Some customers were confused, causing them to be all over the place
Disorganized entry way

9. Illustrates the current process before any improvements are made.
Process Walk
Problem 2: Some of the staff members scanned tickets MORE than others.
Impact Level: Medium
Waste: Non-Utilized Talent
Staff farther from the line called up the next customers, however were unable to be
seen
Customers could not see other ticket scanners.

10. 1. How long did you have to wait in lines?
10–15 minutes average
Long lines especially with more popular venues
Affected her shopping experience
2. Did you feel that it was all over the place or disorganized in anyway?
Mostly organized
The vendors were set up and paced well, the festival started at the expected time and
the lines were mostly manageable
Some sections felt all over the place
“Hard to navigate through the chaos”
Confused at first
Experience
Asking customers about their personal experiences when attending the Made in Hawaii Festival.

11. Experience
Asking customers about their personal experiences when attending the Made in Hawaii Festival.
3. Was there anytime during the festival that you felt could have done better?
Layout
Crowd control
Entry Line
The lines could’ve been a little faster
4. What was your overall experience?
My overall experience was great. I love the concept every year and it’s a great
opportunity to support local businesses and vendors.
Great selection of vendors and products
Would go again next year

12. Before Photo

13. 5 Whys
Technique used to determine root cause of a problem.
Our first problem is when customers came from different directions when it came to
ticket scanning.
Why? There were two lines and multiple scanners. However, more were directed to the left
line.
Why? Customers needed to purchase tickets from the ticket booth. Ticket booths were
under the escalator which was closer to the left line.
Root Cause? There were no clear indication of scanning and entering ticket lines.

14. 5 Whys
Technique used to determine root cause of a problem.
Our second problem is when staff members scanned more tickets than others.
Why? Because staff in the front were the customer's first focus when entering into the line.
Why? Customers could not visibly see the staff well.
Why? Customers gravitated towards the staff that were closest to them.
Root Cause? The staff members who were farther out were left out from scanning (Non-
Utilized Talent)

15. Create a line from the ticket booth leading
towards the right entrance (Hawaiian Airlines)
SOLUTION #1
Have signs that indicate or show where the line starts
and where the ticket scanners are
SOLUTION #2
Solutions

16. Customers
Enter
Customers
Enter
Festival
Grab a
Pamphlet
Greet
Customers
Help Customer
Purchase A
Ticket
Have a
ticket?
Scan Ticket
New Process with improvements
To-Be Map - 1st
Customers
Customer
Service
Staff
Yes
No
Additional
Line from the
ticket booth
to scanners

17. Customers
Enter
Customers
Enter
Festival
Grab A
Pamphlet
Greet
Customers
Help Customer
Purchase A
Ticket
Have a
ticket?
Scan Ticket
New Process with improvements
To-Be Map 2
Customers
Customer
Service
Staff
Yes
No
Have sign
on door to
direct
customers
Signs that
show where
lines start
Helper directing
customer
to ticket booth

18. After
Photo
Visuals

19. PROBLEM 1
DIFFERENT DIRECTIONS
KEY LEGEND
Scanners
CUSTOMERS
T
I
C
K
E
T
B
O
O
T
H
Entrance

20. KEY LEGEND
Scanners
CUSTOMERS
SOLUTION 1
LINE BETWEEN TICKET BOOTH AND ENTRYWAY
T
I
C
K
E
T
B
O
O
T
H
Entrance

21. PROBLEM 2
STAFF SCANNED MORE TICKETS THAN OTHERS
KEY LEGEND
Scanners
CUSTOMERS

22. SOLUTION 2
SIGNS OF WHERE SECTIONS AND STAFF ARE
Scanners
Line
Entrance
KEY LEGEND
Scanners
CUSTOMERS

23. KEY LEGEND
Scanners
CUSTOMERS
BOTH SOLUTIONS IMPLEMENTED
T
I
C
K
E
T
B
O
O
T
H
Line
Line
Entrance
Scanners
Line

24. FUTURE STEPS AND
SUGGESTIONS

25. LINE STARTS HERE SIGN
QR CODE
SIGN
HOLDERS
D
O
O
R
S
O
P
E
N
LINE STARTS
THERE SIGN
VENDORS
ENTRY SIGN
PURCHASE
TICKETS THIS
WAY SIGN
PURCHASE TICKETS
HERE SIGN
PURCHASE TICKETS
HERE SIGN
= Volunteers
= Security

26. VENDORS
ENTRY SIGN
ENTRANCE
HERE SIGN
QR CODE
SIGN
QR CODE
SIGN
QR CODE
SIGN
QR CODE
SIGN
EXIT HERE
SIGN
PURCHASE
TICKETS THIS
WAY SIGN
PURCHASE
TICKETS THIS
WAY SIGN
PURCHASE TICKETS
HERE SIGN
= Volunteers
= Security

27. D
O
O
R
S
O
P
E
N
D
O
O
R
S
O
P
E
N
LINE STARTS
HERE SIGN
LINE STARTS
HERE SIGN
QR CODE
SIGN
QR CODE
SIGN
QR CODE
SIGN
QR CODE
SIGN
QR CODE
SIGN
VENDORS
ENTRY SIGN
PURCHASE
TICKETS THIS
WAY SIGN
= Volunteers
= Security

28. FUTURE SUGGESTIONS
AND STEPS
Made In Hawaii Festival at the Blaisdell Center
or UH Manoa Stan Sheriff Center
Accept Cash

35. SUMMARY
To DECREASE the line time by implementing
solutions by additional lines and signs
to create a smoother environment for customers.

36. Special thanks to:
Julie Morikawa and Anafe Campo

37. Special thanks to:
Katheleen Lin Hurtubise

38. Special thanks to:
Karlo Tanjuakio

39. Thank You
and Mahalo!
Team #5
Any questions, comments,
or concerns?