There are over 41,700 airports globally. They provide commercial service, cargo service, and general aviation.* We’ll look at Lean and Six Sigma applications in airport services and finish with a video of what it’s like to be a ramp service agent at London City Airport.
Airport Services Defined: Airport Services means services provided to airlines by an airport or any of its subsidiaries, to ensure the handling of aircraft, from landing to take-off, and of passengers and freight, so as to enable airlines to provide air transport services, including the provision of ground handling services and the provision of centralised ground handling infrastructure**
Using Lean Six Sigma to Improve Service Quality at Airport Departure Area
In a case study titled “Using Lean Six-Sigma in the Improvement of Service Quality at Aviation Industry: Case Study at the Departure Area in KKIA” authors Tareq Almehareb and Jasper Graham-Jones discuss their evaluation of the level of services provided within the departure hall at King Khalid International Airport.
The authors describe the steps in the research model they plan to use and list the proposed results.
You can access the case study here.
Six Sigma Implementation to Enhance the Performance of Provided Airport Services
In a case study titled “The Role of Six Sigma Implementation in the Egyptian Travel and Tourism Industry, Case Study: Borg El Arab Airport in Alexandria, Egypt” authors Salma El-Manhaly, Heba Said, and Hala Hilaly discuss the role of Six Sigma methodology to enhance the performance of provided services at Borg El Arab Airport.
The case study includes:
- Flowchart of Airport Service Delivery Process
- Airport Service Components: Analysis of Features Results
- Pareto Analysis of Travelers Frequencies
- SIPOC Diagram For The Process Of Service Delivery
- Travel Services Delivery and Airport Access
- Process Capability Six Pack Report for Cycle Time
- Cause and Effect Diagram For Long Time for Ending Travel Procedures
- 5 Whys For Long Time for Ending Travel Procedures
- Improvement Plan for Airport Performance
- Control Plan for the Six Sigma Project
Copy and paste the following link into your browser to access the case study.
Airport Service Design Implementation
In a paper titled “Service Design Implementation: Kotoka International Airport – Ghana” author Eugenia Antwi discusses the concept of service design and how it can enhance customer experiences
Based on the author’s research, there are two recommendations that would make a significant difference in the services offered by KIA: organizational cultural change and the adoption of Lean Six Sigma.
You can read the paper here.
A Day in the Life of a Ramp Services Agent
See what it’s like to be a ramp services agent at London City Airport.
You can watch the video from London City Airport here.
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