Question: Some time ago Toronto Pearson Airport implemented a new process to connect international flights (e.g., those arriving from Europe) and U.S.-bound flights. The new process was described on connection information cards that were made available to arriving passengers. The card outlined the following nine steps for an "easy and worry-free connection":

a. Complete Canadian and U.S. forms during the flight.

b. Proceed through Canada Immigration/Customs.

c. Follow signage upstairs to baggage claim and pick up your bags.

d. Hand Canada customs card to the customs officer; follow sign for connecting customers.

e. Proceed to the connecting baggage drop-off belt and place your bags on the belt.

f. A frequent shuttle bus to terminal 2 leaves from the departure level (upstairs).

g. Disembark at U.S. Departures; proceed to the carousel behind U.S. check-in counters ("Connecting to U.S.A.") and pick up your bags.

h. Proceed through U.S. Customs and Immigration.

i. Leave your bags on the baggage belt before going through security to your gate.

Construct a list of activities and include all non-value-adding activities associated with waiting (e.g., waiting for luggage, waiting for an immigration officer, waiting for a shuttle). Estimate the percentage of time passengers spend on value-adding activities versus the time spent on non-value-adding activities. Identify potential sources of errors or additional delays that can result in a hassle to the passengers. Do you expect this process to deliver on the promise of an "easy and worry-free connection"?