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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
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
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
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
OUR TEAM
Sofia Tadifa
Team Member
Class of 2024
Aila Mae Galario
Team Member
Class of 2024
Member of FBA Business Academy Ambassador
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:
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
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
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.
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.
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
Before Photo
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.
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)
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
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
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
After
Photo
Visuals
PROBLEM 1
DIFFERENT DIRECTIONS
KEY LEGEND
Scanners
CUSTOMERS
T
I
C
K
E
T
B
O
O
T
H
Entrance
KEY LEGEND
Scanners
CUSTOMERS
SOLUTION 1
LINE BETWEEN TICKET BOOTH AND ENTRYWAY
T
I
C
K
E
T
B
O
O
T
H
Entrance
PROBLEM 2
STAFF SCANNED MORE TICKETS THAN OTHERS
KEY LEGEND
Scanners
CUSTOMERS
SOLUTION 2
SIGNS OF WHERE SECTIONS AND STAFF ARE
Scanners
Line
Entrance
KEY LEGEND
Scanners
CUSTOMERS
KEY LEGEND
Scanners
CUSTOMERS
BOTH SOLUTIONS IMPLEMENTED
T
I
C
K
E
T
B
O
O
T
H
Line
Line
Entrance
Scanners
Line
FUTURE STEPS AND
SUGGESTIONS
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
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
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
FUTURE SUGGESTIONS
AND STEPS
Made In Hawaii Festival at the Blaisdell Center
or UH Manoa Stan Sheriff Center
Accept Cash
SUMMARY
To DECREASE the line time by implementing
solutions by additional lines and signs
to create a smoother environment for customers.
Special thanks to:
Julie Morikawa and Anafe Campo
Special thanks to:
Katheleen Lin Hurtubise
Special thanks to:
Karlo Tanjuakio
Thank You
and Mahalo!
Team #5
Any questions, comments,
or concerns?

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Farrington HS Streamlines Guest Entrance

  • 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
  • 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
  • 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
  • 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
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34.
  • 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
  • 39. Thank You and Mahalo! Team #5 Any questions, comments, or concerns?