Picture it. I’m sitting at my gate in Miami Airport after a *delightful* security line and I feel that I should write an email to them with the Subject Line: "7 Tips to Use Systems to Improve Airports Security”. Following would be the body of the email:

1.  Not sure if you need systems?

Here’s an easy way to find out. If the security line is consistently backed up for reasons inside your control, such as slow staff or clueless travelers, you probably need better systems.

2. Service begins with your staff.

If your employees don’t want to work there, they don’t do their job, or they just don’t know how... Why are they still employed?

3. Systems begin with the tools you use.

Here’s the biggest issue with this airport: they had a machine that worked great. They decided to replace it (without testing), thinking it would work better. DON’T fix what’s not broken.

4. Process makes the machine work.

The machine wasn’t broken, the process was. Now there’s a new bag check machine that slows everyone down and adds extra staff for no reason. With the right tools plus the right process, you have an efficiency goldmine. How could this airport have made their processes better?

5. Educate your customers on the process.

Don’t let first time travelers get to the body scan machine before asking them to take off their shoes. That education needs to start right at the beginning of the line, all the way through the security process.

6. Give staff clear responsibilities.

I literally just sat and watched as two employees fought over who was responsible for manually checking someone’s bag. Obviously the person who was waiting for the bag was livid. The employees finally decided they would both check the bag.

7. Be proactive--not reactive.

It’s easy to spot patterns in the process. I can point out the new travelers and predict who’s going to forget to take off their shoes. I travel a lot and know this, so imagine working there every day. Be proactive in noticing patterns and breaks in the system, so that better processes, education and staff can be put into place.

You think, "Rachel, why are you talking about airport security when you are a business strategist"? Well, every business--even itty bitty ones- need effective business systems. Systems can be created for all kinds of work performance that occur in your company. As you formalize your systems, the time you spend focusing on the details of a task become invaluable. As you critically examine each step of a process, you are also determining whether certain areas need improvement. This is a key component of the process because business systems need to be reviewed and improved as the ways of doing business change. Systems are everywhere and most of the time it’s a hit or miss with these systems at the expense of the customer.

And there it is. What do you think?

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