Title :
The application of Six Sigma methodology for check-in service in airport
Author_Institution :
Economic & Manage. Coll., Civil Aviation Univ. of China, Tianjin, China
Abstract :
Check-in service is that passengers need experience flow in airport, and decides the first impression given passengers, so it plays an important role on the ground service quality. Based on the DMAIC model of Six Sigma, this paper applied DMAIC to improve check-in service performance in Hang Zhou Xiao Shan airport. According to DMAIC process, this paper systematically defines five stages of definition, measurement, analysis, improvement and control in check-in service. In each of those phases, the quality management methods and the statistical techniques is used. By employing the management of the Six Sigma DMAIC process, check-in service in Hang Zhou Xiao Shan airport quality improved distinctly, also provides new idea for optimization our airports´ ground services.
Keywords :
airports; optimisation; six sigma (quality); statistical analysis; travel industry; DMAIC model; airport; check-in service performance; experience flow; ground service quality; optimization; quality management methods; six sigma methodology; statistical techniques; Airports; Companies; Fluctuations; Histograms; Process control; Schedules; Six sigma; Airport; Check-in Service; DMAIC; Service quality; Six Sigma;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2011 8th International Conference on
Conference_Location :
Tianjin
Print_ISBN :
978-1-61284-310-0
DOI :
10.1109/ICSSSM.2011.5959445
