Monitoring an airport check-in process by using Bayesian networks

Enterprises oriented to continuous improvement optimizes its activities for enhancing performance of processes and of the entire organization. Monitoring a process involves the responsibility to manage the quality both in terms of efficiency, by conforming goods/services to given standards, and efficacy, by meeting customer requirements. As a consequence, internal and external quality should be treated as being on an equal footing and should be monitored simultaneously. The paper discusses how to jointly analyze perceived and provided quality through Bayesian networks. We show, by an application to an airport check-in process, the advantages in evaluating improving actions that can be achieved when perceived and provided quality are properly combined in a unique statistical tool.