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Major Airline: Baggage Processes
Industry: Aviation
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
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