The major concepts discussed here have general applicability to all businesses. This includes a set of connected value-adding processes cutting across departments, chains of commitment, a sequence of emotions or emotiogram, servicescapes, operations management (capacity, bottlenecks, flexibility…), and technological change. Your challenge is to try and think of organizations in a radically different way, superposing the image of connected transversal processes to that, burned into your brain, of divisions and departments connected by a vertical tree structure.

Keywords: Airport, series of filters, transversal, focused processed, lean, cycle time, bottleneck, chain of commitments, emotiogram, flexibility.