Challenge
Lost transfer baggage at this Major Airline’s international hub accounted for approximately 90% of all lost luggage at the hub
An internal team of newly trained Lean Six Sigma resources had been deployed to examine and improve the transfer system
Senior management sought an outside group with expertise in operations and process improvement to assist the internal team with finding and implementing a solution
Approach
Utilizing the Design for Six Sigma (DFSS) method as a basis for analysis and recommendations, and working side-by-side with the operators of the processes, the Transform team developed an integrated simulation and data model strategy to improve process flow and decrease mishandled baggage
Results
By linking the technology data model to an enterprise baggage simulation, the team was able to identify the failure points for data/process integration and simultaneously re-engineer the data model and processes
Transfer baggage defects were reduced by 35% through the implementation of system designated “Hot Bags” based on connect times, outstation loading/sortation prioritization, and ground service expediting