Question
What is mixed high- and low-visibility processes?
Answers
Some operations have both high- and low-visibility processes within the same operation.
In an airport, for example: some activities are totally ‘visible’ to its customers such as information desks answering people’s queries. These staff operate in what is termed a front-office environment. Other parts of the airport have little, if any, customer ‘visibility’, such as the baggage handlers. These rarely-seen staff perform the vital but low-contact tasks, in the back-office part of the operation.   Your Comment




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